How Well Do You Know the Workflow?
Zendesk: What is the requester field for an external ticket?
The requester field is the patient's email address.
How do you locate action TJBs?
1. Hover your mouse over T jellybean
2. choose "action"
3. filter provider's last name, PCC
Hi Team,
Could you possibly block my schedule for PTO from December 15th to December 21st? Please reschedule my patients as well.
Hello, Dr. X. For previously authorized PTO requests, please email providerpreferences@talkiatry.com for blocks to be added to your schedule, and include your approval screenshots from ADP. Please submit new requests through ADP, and if accepted, please email providerpreferences@talkiatry.com to have blocks added to your calendar.
Scenario: A patient has two ECW accounts.
Explain verbally how you would integrate these accounts.
1. Contact support@talkiatry.com.
2. We will maintain the account with:
a. ID
b. insurance
c. Notes from a provider visit
3. We usually merge accounts that have an empty chart or were recently created.
How do you locate a diagnosis code in eCW?
Look in the progress notes for the diagnosis code.
Scenario: The provider would like to send a patient to therapy, but the patient does not wish to be managed by medication at this time.
Hello, Team.
I completed my 4:00 pm new patient evaluation; the patient will be open to medication management eventually; for the time being, I will send the patient to one of our therapists until the patient is ready. Please contact the patient to make an appointment with a therapist. Thank you very much!
Hello Dr. X, Since we do not provide stand-alone therapy, the patient will need to be referred out. If the patient is fit for practice, the patient may return once he or she is ready for medication management.
Scenario: A physician wishes to give medication to a patient. When the provider searches ECW, he cannot find the pharmacy.
Explain how you would connect a pharmacy that isn't on the list.
1. In the ECW settings, select the linking pharmacy.
2. Look for the pharmacy's name and address in the Eprescriptions Database.
3. Select the pharmacy box, then click "Import" and "OK" to save.
When initiating a prior authorization where can you locate providers NPI.
This can be located in patient's e-prescription.
Scenario: The patient is at work and is having difficulty connecting to a meeting due to a problem with his wifi.
Hello, Team. Patient #12345 stated that he is experiencing difficulties connecting to his work wifi. Please cancel the appointment as TECH Cancel.
Hello, Dr. X., The TECH cancel status is now only utilized when the provider is experiencing difficulty connecting. Because the patient was unable to connect, the appointment will be listed as a no-show.
Is HIPAA required if a patient requests medical records for oneself?
YES! Even if the patient is requesting records for themselves, HIPAA and provider consent are required.
FREE NO SCREEN SHARE REQUIRED
Verbal response acceptable
Scenario:
Provider inquires about a red pending same-day appointment what would you do?
Submit Zen Desk red pending ticket.
What will my patient do if they wish to pay their copay?
Patients can pay their copay online at pay.talkiatry.com.
Email Jack Haycox, and Dayna Garvey!
Sign in to nena.
Please give a phone number for zip code 10466.
646-610-5000
718-696-5300
Scenario: Established patient now needs a higher level of care
Hello, established Patient# 54321 has to be referred out since he now requires a higher level of care. He needs support in locating an inpatient institution Please offer recommendations.
PCC/ or Provider:
To assist with referral, send an email to casemanagement@talkiatry.com.