Telephone Encounter
Brittnie Rae Mercado
A patient calls in with UPMC insurance. How do you verify?
Reach out to leadership to verify in the portal.
A patient calls in following a message to schedule via MPM with CRNP Rath Norin. You review book it and find that the next visit is 4 months out. What is your next step?
Schedule the soonest available & place the patient on the waitlist. If the patient gives pushback, offer & route a sooner appointment request.
A patient calls in requesting that a lab order be faxed. You determine that the patient is currently at the lab waiting to complete the draw. What is your first step?
Reach out to the Front Desk/AA Chat requesting the order be faxed.
A patient calls in to schedule but has a PA Medicaid insurance. At what location are they unable to schedule?
PMCH
A patient was seen at UC for recurrent UTI. The patient is typically seen by Dr. Ziemba, who does not treat for recurrent UTI. What is your next step?
Schedule an EPV with a provider who treats for recurrent UTI.
Who should Dr. Pierorazio's administrative encounters be routed to?
Angela Haswell
Do we accept Horizon NJ Health?
No!
A patient receives a MPM message advising them that their appointment needs to be rescheduled due to the provider being out of office. What do you do next?
Schedule the patient for the next available visit.
A patient calls in stating they have a procedure scheduled with Dr. Ziemba, however, they are experiencing bleeding and would like to be seen sooner. What type of encounter should be routed?
Symptom Call Encounter
A patient calls in requesting to schedule with Homestead insurance. Are you able to schedule while on the call?
A patient calls in to schedule, however their provider is booked out until 2026. After scheduling the soonest available appointment, what type of encounter would you route?
Sooner Appointment Request
An AA reaches out to a patient after noticing their appointment does not have any notes regarding what they need to be seen for. The AA has to leave a voicemail and notes that if the patient calls back, appointment notes should be added. The patient reaches you, what is your next step?
Confirm the reason for their appointment and add the details into the appointment notes.
No, please note, if a patient is over the age of 18, they must be their own guarantor.
A patient calls in stating that they are undergoing treatment for breast cancer and a kidney stone was recently discovered. Their Oncologist recommends seeing a urologist, however, their doctor advises to not have the stone removed until after treatment. When scheduling in the DT, what is your response to "are you interested in prevention or removal?"
Prevention