Kyruus
Will Dr. Rafiq Ali accept a Transfer of Care patient from Dr. Jeffrey Sweeney?
Yes, because it is outside of the region.
What is your Houston Methodist's greeting?
Thank you for calling Houston Methodist Primary Care Group, My name is ____, how may I help/assist you today?
If a patient calls and is running 10 minutes late to the appt, what is the process?
Call the office to inform, if no answer send an escalation.
What is the QA goal?
95% and above
Service Level Goal?
80% and above
Which pool should we send a TE to regarding a new Cardiology referral too?
FAM MED KINGS HARBOR CLINICAL SUPPORT
What are two patient identifiers other than name and dob?
SSN, Address, Phone #, etc
If a patient has 4 pills left and calls for a prescription refill. What is the process?
Send a TE using the rx template.
What is the wrap-up code goal?
90% and above
Abandonment Rate goal?
Under 5%
Can we schedule a MyChart VV with Dr. Kimberly Gray?
No, Kyruus tells us to send a TE.
With our new wrap-up code goal, are we wrapping the call for the initial reason or for the outcome of the call?
Outcome
A patient has an earache, PCP does not have any availability within a week for the est pt visit type. Walk us through the process.
1.Check if PCP Established visit type is available
2.Check if PCP Same Day visit type is available
3.Check for PCP next day slot (if clinically appropriate)
4.Offer to schedule with Same Day Clinic or Send Urgent message to PCP office for assistance
5.Offer patient other PCP within the same practice or same region (use regular slot and send TE to patient’s PCP)
6.Offer PCP in other region (use regular slot and send TE to patient’s PCP)
7.Offer Virtual Care visit as an option
8.Offer Next Level Urgent Care
What is the AHT (Average Handle Time) goal?
Under 5:00
What does RONA stand for?
Redirect on No Answer
Dr. Patricia Thompson- If an established patient needs to see her and she does not have any availability, what is the next step?
Schedule with either Laura Mizell, then with Tracey Grappe.
How long can we have gaps of silence before we are deducted by the QA team?
10 seconds
A patient of Dr. Rismyhr that has Texan plus is following him from a prior practice and requesting to be scheduled for an annual. What is the process? Visit type? Documenation?
Patient cannot be scheduled because Dr. Rismyhr is NOT in network with Texan Plus.
What is the Not Ready % goal?
5% and below
ASA goal?
30 seconds or less
Dr. Stovall- What are three things Dr. Stovall will no longer see patients for after 1/1/2023?
Annuals, Pre-op, Ed Follow-Ups, Hospital Follow-ups, Acute Symptoms
What is the proper hold procedure? (two parts)
An established patient of Dr. Grissom has had a cough and fever and needs an appointment. What is the visit type we offer? What are the probing questions? What is the documentation?
What is the "CURRENT" adherence goal?
96.4% and above
What does ASA stand for?
Average Speed to Answer