Patient Care Front Desk
True or false:
Walk-in patients are encouraged and added to the schedule without communication to the clinical team.
What is FALSE?
Walk-in patients should be told that we do not have a walk-in/on-demand clinic and they must call to speak to the nurse or MA to be placed on the schedule if necessary.
IT arrives to respond to a ticket placed by a provider or another team member. Is it ok to ask the IT technician to look into your issue.
What is NO? Place a ticket prior to addressing the technician. Tickets are part of their productivity tracking and the appropriate way to handle your concern.
It's ok to look up my co-worker, manager, physician, family member or friends address in ConnectCare for the purpose of mailing them a sympathy card because of a recent death in the family.
What is no, this is a HIPAA/access violation?
Mikole Murray is .......
The Regional Compliance Director for CHRISTUS Health NETX.
The acronym RACE stands for this...
RESCUE, ALARM, CONTAIN, EXTINGUISH
BONUS $200
PASS stands for....
This 3 words that describe how we should respond to an Active Shooter.
RUN, HIDE, FIGHT
Contact IT by calling these numbers.
What is 5533 for general requests?
What is ___ ___ ___ ___ to reach the Physician ConnectCare Hotline for expeedited assistance?
Dr. Arce can enter my Electronic Health Record with my verbal permission to help interpret lab results Dr. Wadle gave me. I want Dr. Arce to review the results because the thyroid labs were abnormal and he is a specialist.
What is NO? Dr. Arce is not your PCP nor have you been referred to see him. Refer questions back to Dr. Wadle's office for clarification.
TRUE or FALSE:
The CTC Endocrinology Clinic has not had any reportable access issue over the last year.
What is False?
FAIR Warning Access Investigations=3 with disciplinary action taken.
HIPAA related access concerns- 3-4 weekly (providers and team).
Most frequent issue- failure to lock desktop PC's before walking away.
The team members that are responsible for the safety of the patient..
Physicians, Clinical and Clerical Support Team of CTC Endocrinology and Wisenbaker Patient Education Departments
ALL OF US****
The title's of CTC Endocrinology team members that handle all urgent patient care related calls or messages.
RN, LVN or MEDICAL ASSISTANT
True or False:
We can bypass placing an IT ticket by reaching out directly to known IT contacts (Ex. Donnie Smith,Sheldon Bourquist or Rob Sevening).
What is NO? Do not directly contact any IT personnel unless they initiate a message or call to you concerning a ticket you have placed.
If an unknown number calls my cell phone, I can use ConnectCare to search the number and find out who is calling me.
What is NO? This is an unauthorized use of our ConnectCare electronic health record.
Triple BONUS*******
We provide written communication for blind patients by utilizing....What is, this can only be done by the physician via Braille Sign and Services on the CHRISTUS intranet....
HIPAA Privacy Officer discussed with me today.
True or False:
It is not ok to create multiple(duplicate) encounters (MyChart, Results Notes, Patient Advice Request, Media Manager, Rx Request in a patient's record. It is a serious patient safety issue, that could cause harm and reach the patient.
True: Duplication of encounters is a serious patient safety issue, that has delayed care for patients in our clinic and we must prevent this in the future.
The messaging system we use to communicate daily with the entire CTC Endocrinology and Wisenbaker Patient Education team. (Hint- not Outlook)
What is SECURE CHAT?
The name of the IT ticket used to report issues that impacts a physician or clinical/clerical team members ability to take care of patients (rooming, registration, provider documenting visit).
What is a HOT ticket?
Bonus- When a HOT ticket is entered, when should we expect IT to respond by or address the issue?
Entering my child's ConnectCare medical record to confirm their appointment with Dr. Jennifer Hawkin's at the Pediatric Clinic is ok.
*** NO ---ACCESS VIOLATION***
(You must call the office or utilize MyChart.)
It is my responsibility to comply with established HIPAA policies,rules and guidelines set forth by CHRISTUS Health.
What is YES? As an associate you are responsible & being entrusted to follow policies, rules and guidelines to protect all patients sensitive health information.
(Patient name, DOB, address, phone number, insurance information, chart notes, refills, medication lists, AVS, labels, downloads, AIC results, reason for visit, provider seen (think about Psychiatry patients, Any provider has to have the same level of security)
True or False: Translating letters or any written documents for patients utilizing Google, Yahoo or any internet based search engine or program is acceptable.
What is FALSE? The only acceptable language translation systems we utilize at CHRISTUS Health is Language Line Solutions (over the phone,interpreter on wheels in office), ETCIL (in person hearing impaired patient communication).
DAILY DOUBLE-----$2,000
This is what you do if you are on the phone and a patient presents at your desk to check in or needs assistance.
What is place the call on hold or instruct the caller that you can call them back?
I place an IT ticket when .....
1. Computer issues (exam room, download, private office,laptop)
2. Application issues arise , slow or not working. Examples, ConnectCare, Dragon,Download program, ShoreTel, Telephone, Headset not working properly.
DAILY DOUBLE: $2, 000
In revieiwng the schedule today, I note that a local celebrity is scheduled to be seen by Dr. Saeed today at 2:30 P.M. When they arrive for their appointment I can enter their Electronic Health Record to check them in and perform rooming duties.
What is YES? You are performing work inside of your scope/job duty utilizing the electronic health record for the purpose for which it was intended.
Termination from work due to snooping or unathorized access to your CEO, local celebrity,your co-worker,your boss, or your husband's ex-wife's medical record.
What is being terminated due to a HIPAA violation?
(This has happened)
BONUS-BONUS-BONUS-BONUS
What core value and core focus did Rhonda speak about in her opening reflection during our August Team Meeting?
Excellence -Appreciation
Correct Answer will recieve 2,000 KUDOS points!
Must name both.