Messages Matter
The first thing you should do so the patient knows their message was received.
Acknowledge
Medication and refill requests should be sent to this group.
RX Team
A patient is upset and yelling on the phone. Before responding or offering a solution, what should you do to fully understand their concern?
Listen
The reason for the visit and non-par status belong here.
Appointment notes
A patient asks for a sooner appointment, but nothing earlier is available. What would you do?
Acknowledge the request, offer other options, and document the patient’s response.
Once the request is completed, do this so everyone knows the outcome.
Close the Loop
When a coworker’s messages begin building up, you can do this to help.
Step in
You explain why the patient’s request cannot be completed, but end the conversation without offering options or next steps. What patient support step is missing?
Provide Direction
You call a patient, receive no answer, leave a voicemail, and plan another attempt. Where should you document this outreach?
Telephone encounter
A physician sends a message asking you to schedule a patient but does not include the visit type or timeframe. What would you do?
Review the chart, ask the physician for the missing details, and contact the patient once the request is clear.
A message explains the patient’s need and what has already been completed, but the receiving team still does not know what they are expected to do. What is missing?
Requested action
Several departments are involved in a request, but each team assumes someone else is handling the next step. What needs to be established?
Clear Ownership
A patient was scheduled incorrectly but had already arranged transportation and someone to accompany them. The staff member spoke with the physician, and the patient was able to be seen that day. What is this an example of?
Service recovery
A form was faxed and confirmation was received, but the action was not documented. Another staff member later faxed the same form again because they did not know it was completed. Where should the original completion have been recorded?
Chart note/Scanned Fax
A patient calls upset because their Wegovy authorization has been pending for several days. Does this need to be escalated? If so, to whom?
Yes, Management