Enter Title

Scheduling

100

What is the main platform we should be using for scheduling and r/s? 

What is DrParsley?

200

A provider needs to r/s a mm and it is less than 24hrs from their visit. What is the first step? 

What is call mm directly? 

300

A mm with an assigned Care team messages in needing assistance scheduling a follow up with their clinician, what do we do? 

What is Coords handle scheduling for mms (when possible), assist them in scheduling, add to waitlist if necessary and let CM know if you have added them to the waitlist. 

Sensi Members

100

A member is frustrated they can't see their clinician for 5+ weeks, what can we do to assist? 

What is add them to the waitlist for their clinician and remind them that they can message their clinician anytime with questions in the meantime? 

200

A mm calls in furious and threatening legal action, who is this escalated to?

What is Care Ops Managers (aka our lovely Sarah :))? 

300

A sensi mm had a bad experience with their initial clinician visit and would like to have a new clinician, how should this be handled?   

What is we pass it to the CM if the member is only semi-sensi, if their "sensi-level" is scalding pass it to MX?

Owners Mindset

100

A member messages in with health related questions for their clinicians, who do we send this message to? 

What is CMs? 

200

A mm needs a 1 month extension to fit in their last visit. Who can own this? 

What is THE COORDINATORS? 

300

A pre-member messages in with questions about Parsley and getting a membership, who should we assign this to?

What is HQ? 

Labs

100

A mm called Urgent and is at BioRef right now and doesn't have their lab order. What now? 

What is fax the lab order directly to the Bioref they are at? 

200

A clinician wrote in urgent_support that they are missing a mms labs and are seeing them soon, what should you do? 

What is login to labs portal or call (can be easier on time crunch) to check if labs have been completed and if results or partial results have been released. If they are have lab fax them over or download them and upload to mms MDHQ? 

300

A mm wants to get lab work done before their initial visit with their clinician, how should we respond? 

What is let the mm know their clinician can't legally order labs until they have established care during their first visit. During their first visit they will be able to decide with their clinician the best labs to have done. 

Misc

100

What is the response turn around time for Urgent Support in Slack? 

What is 30 mins? 

200

A mm reaches out on the weekend to their clinician with a non urgent medical question, how do you handle?  

What is utilize SR: After Hours_Medical Need to respond to mm, leave it on pending in urgent and tag the CM with a note for them to see Monday? 

300

What are some of the best resources the Coord Team has for support with our R&Rs? 

What is: 

Slack channels

Notion Pages 

SOPs

Clip Ops R&Rs sheet

Saved Replies 

Coord Lab Cheat Sheet

Each other :)