Guarantor Notes and Documentation
True or False
You must always leave a Guarantor Note, even if you never opened the patient’s chart.
What is False?
What should always be offered to the caller before warm transferring a call?
What is the phone number for the department the call is being transferred to?
In Epic, this acronym is used to identify a patient's medical record number.
What is MRN?
With what types of calls would a caller need to be notified that the line may be recorded?
What is outbound calls?
This company must be included in the greeting to meet the standard requirement.
What is Mayo Clinic?
There are ____ documented (in shelf) ways to access the Guarantor Notes.
What are 3?
The type of transfer where you introduce the customer and provide context before handing off the call.
What is a warm transfer?
ENT, PACC, OPX, HIMS are Abbreviations for different ______
what are Departments?
What types of calls is disclosure usually NOT needed because the system already said it?
What are inbound calls?
What is the first thing an agent should provide when answering an in bound call?
What is a greeting? (Such as "Hi", "Hello", or "Good Morning".)
True or False?
If a call is misdirected and you transfer it without reviewing any patient information, a guarantor note is still required.
What is False?
these scenarios/ actions during a call can trigger an ____-review . ( Violation Protected Health Information (PHI), chewing, eating, Drinking Loudly, or browsing websites (Non Mayo Intranet/not call related)
What is Auto- Review
This acronym stands for a notice that is given to a patient when Medicare may not cover a service.
What is an ABN?
This type of call always requires you to tell patients calls may be monitored and recorded.
What are outbound calls?
Along with their department, the agent must provide this personal detail in the greeting.
What is their name?
True or False?
When there is a referral or authcert associated with what the call is regarding, a guarantor note is NOT required.
What is True?
This includes chewing, eating, or making loud drinking noises while assisting a caller.
What is unprofessional behavior (or things not to do) during a call?
Abbreviations for the 4 Mayo clinic Regions are
What are RST, FLA, ARZ, and MCHS
What should be provided to a caller when they are joined into a call and have NOT gone through the IVR?
What is a notice that the call is being recorded?
Besides the company, the agent should also mention the _________ when introducing themselves on the call.
What is the department name?
When unable to access patients referral or authorization/certification record for any reason you must document the interaction in the ___________. Even if it is not prior authorization related
What are Guarantor Notes?
What is the maximum amount of ring time allowed before answering a call?
What is 25 seconds or less?
These two smart phrases OSFILMS & OSFACILITY were created to replace the following Non-Approved Abbreviations
What are - Outside Films & Outside Facility
When a patient calls into Mayo Prior Authorization, what is the name of the system that advises that the call may be recorded?
What is the IVR?
What is the reverse greeting that is often recommended to use when taking inbound calls?
What is "With whom am I speaking with today?"