Customer Service
What is the right way to verify a patient?
What is Ask them their DOB.
What do you verify at check in?
What is current insurance, dob, address, phone number.
How are you supposed to call a patient back?
What is " Mr. or Mrs. Last name"
What are the Initials of the doctors?
TMJ, JCB, ESL, JMH, IAK
How does a no doctor day work?
What is , technicians can choose to work but travel, take off with or with out pto, and this is all if there is nothing for them to do in office.
How do you answer a call?
What is "Thank you for calling the RGW Fredericksburg location this is "name" how can I help you?
What information do you need for Surgery patients?
What is a consent, laterality form signed by patient, pcp, good phone number, Surgery form.
When grabbing a chart to screen a patient what is the first thing you should do?
What is Call the patient back.
When you need to ask the doctor about a task, what should you have?
What can you do when a co worker seems swamped?
What is help them out in whatever area they may need it.
What is Do you have anyone here with you?, Okay I can push you to your destination.
When should a patient sign the px tablet?
What is when they are new to getting a drug, switching drugs, DAT team has asked us to.
A patient asks for their DMV form to be filled out, what do you do?
How can we be the best for our doctors?
What is doing our best at our jobs, and being clear on the information we give.
A patient comes to you and states can I get my eye rinsed, the doctor didn't do it well and it's irritating, bleeding, gritty,. How should you respond?
What is, let the patient know these are normal symptoms after injections and they should use artificial tears. You can also let them know we see some to help with irritation. Do not tell them the doctor did not rinse well.
What are some things that customers complain about?
What is long wait times, not seeing doctor long enough, being ignored, no updates.
How do you verify a patients insurance when the Auto log does not?
What is availity, calling number on the card, insurance provider portal.
A patient's IOP is 30, what are your next steps
Check with applanation, alert doctor, dilate document.
Which doctor does not want to fill out DMV forms?
What is Dr. Khatri and sometimes Dr. Lee as he feels most of them need VS.
How do you as an employee of RGW give excellent customer service
What is " I give my attention to the patient from the time they come in, until the time they leave. I listen to what they are telling me and then answer. I make them feel like a person and not a number. Give them support. Help them where I can even if it is not in my job duties, with in safety regulations. Give them 100%. Make them have a good day, they may not be having a good one.
What are the correct things to verify/update at chart prep?
What is insurance, co pay assistance, balances, bi and auths, SNF forms, TEF, paperwork
What are the things needed for a patient with endopth?
What is Vanc and Ceft., Syringes, needles, lab swab Completed lab form, completed enopth form, Calling Labcorp for swab pick up.
Who is our new doctor and when is his start date?
What is Dr. Salman and 9/16/2025