VIDA
What resources do we use in VIDA to help us in our calls
Articles
Where zip code is TVC in
99701
What kind of transfer do we do if someone needs an appt?
Cold
What is an ownership statement?
Ill be happy to help you
What is the appointment called if someone is calling for an OMM appt at 1st care?
OMT Appt
what application do we use for our call flow and articles?
VIDA
What street is the ortho department on
Lathrop
What is the protocol if someone is calling from the Pharmacy?
Warm transfer to registration
How many pieces of information do we gather following HIPAA protocol
2
Can I transfer to 1st Care at 11:30 CST
No
How many transactions are we supposed to have?
1
What is the number to Orthos backline?
907-374-2496
What task group do we send surgery related questions too?
Clinical
What is the easiest way to search to pull up a record
Name and DOB
What is 1st cares running late policy
For in-person appointments, if patients are running late, they will be subject to a wait time based on how late they are, but they will
still be seen.
For telehealth appointments, if the patient is running late and there is another appointment immediately after, they will need to be
rescheduled. If there is no subsequent appointment and the delay is due to connectivity issues, we will usually try to accommodate
Where can we find our articles in VIDA?
Knowledge center
What ste number is Dr. Kerr in on, on Mondays
Dr. Kerr does not work on Wednesdays
What is the protocol if someone wants to know the results of their STAT MRI - Standard task to reception
Standard task to reception
How many points do we get docked if we do not transition to demos.
Transition statement
How long are telehealth appointments at 1st Care
30 Min
What do we call the thing that guides us through our calls?
Call Flow
Is 1st care open on Independence Day
No
What option do we press if a patient calls to schedule an appointment
We do not press an option, the caller does since its a cold transfer
Walk us through the entire hold protocol
May i place you on a brief 1 - 2 minute hold.
Thank you for holding.
Dont leave caller on hold for more than 2 min
Does 1st Care do telehealth appointments for neuromuscular issues.
Yes