Inbaskets
Patient sends in a message clearly meant for a clinic. What's the dot phrase you would use?
.mcun for MyChart Unknown to let the patient know how to send their message to the clinic / doctor.
What cannot be used as a password?
Anything related to their name or username.
What browser hates MyChart the most and causes the most problems for patients?
Firefox.
Patient calls in and states that they had surgery recently. What do you do next?
Check if they reach out to their surgeon first.
Who is our Supervisor?
Melissa Meyer
Patient needs to add their non-SLHS doctor to their care team. What's the dot phrase?
.mccareteamchange that will come with a form of the information they need to submit to us.
Patient's calls in needing to set up their 14-year old's MyChart. What is needed to help them set it up?
Either verbal permission or a MyChart Adult Proxy form on file.
Patient goes to join a video visit, but it does not give them the option to but it's within their appointment time. What do you suggest them to do?
Have them log out and log back in. Typically, that means they logged in before the 15-minute mark and it glitched the system.
Patient is presenting with no concerns on symptoms but wants to go over the medication prescribed and how to take it. What level of priority is this?
Normal.
What floor do we work on?
7th
This is an additional security feature patients can enable or disable on their account.
Two Step Authentication
What is Cat's dog's name?
Daisy!
Patient states that they'd like to send a doctor a message, but they're not listed on the care team. What do you suggest they do?
Inform the patient that the clinic has to update the care teams as each location has different care team rules. Offer to transfer them.
Family member calls stating that the patient had a seizure, but it's resolved and they're up and wake, what priority level is this?
High Priority
What three locations can you find coffee?
Avanti (cold), Coffee ball in the hallway, and Jagoda's old office has a Keurig.
What is one of the ways a patient can get their MyChart deactivated when sending messages in MyChart?
Harassment, stating they use a patient's password and username to log into their account, requesting their account to be deactivated.
Their username.
Patient is unable to guess username. What do you suggest?
They fill out the forgot username form on the log in screen. It will email them the username.
What are the first three steps to handling a high priority call?
Get all the details, finish typing up the CRM, and see if an RN is immediately available to speak to the patient.
Who are your CCC Reps?
Jessica with the help of Brandi and Cat.
When a patient sends in a proxy request form and it mentions guardianship, court document, adoptive parents, etc. What do you do first?
Patient states they are logging into their family member's account without proper documentation. Due to Terms and Conditions page, we are able to deactivate them. True or False.
True, it's against T&C AND HIPAA.
Patient states that MyChart is not accepting any of their information when they try to log in. Their area code is (570). What do you think their problem is?
Verify that they're trying to reach the Idaho St. Luke's MyChart. If not, they need to be redirected to search MyChart Pennsylvania to get to their correct website.
When can you tell a patient to call 911 or go to the emergency room?
What sits on top of the metal supply closet?
A shadowbox of employees working the phones.