Scheduling
Within how many years is a patient current with a primary care office?
3 years
A patient is calling and states they would like a return to work note. What is the reason code?
RTW/RTS
What should patients bring to their new patient appointment?
1. Photo ID
2. List of any medications (prescribed or over the counter)
3. Insurance card
4. Co-pay
5. Mask
Where can patients get labs drawn?
Any Primary care office, CPA lab, Outpatient hospital and Express Services
What are the three identifiers when finding a patient in Epic?
1. Date of birth
2. First and last name
3. Street address
If a patient calls to make a New Patient appointment and is self-pay, what is the NEW process
that it takes while scheduling?
You will ONLY enter the guarantor information into the chart and tell them they may receive a letter in
the mail regarding an estimate bill for the visit, but $50 is due at the time of service.
Where can you go on N-Site to locate common lab orders or collaborating MD's?
Agent Resources
What does this mean:
PCP > Access Provider > Alternate Option Scripting
When scheduling, look to see if the patients PCP is available. If not, look at the access providers (located under same day/acute visit policy on Nsite). If you cannot get the patient in with an access provider, refer the patient to the Immediate Care Center, Prompt Care, or a Prac Work In encounter can be sent
A patient is calling and states they would like to speak with their doctor regarding their medication.
What is the reason code?
Medication question
A patient is calling to schedule a 10 year old a sports physical. What is the visit type?
Well Child
How do you know if there are active orders in a patients chart?
There will be a purple box next to the order under the "Active Requests" tab
Where are the following places a patient can be dismissed from?
The physician, The practice and Norton Healthcare as a whole
What is a guarantor?
The guarantor is the person responsible for paying their bills; IE the patient,
Work Comp carriers or Third party Liability
This is different than the subscriber
Where would you locate the most recent COVID vaccine information if a mother was calling to schedule a 7 year old at NCMA Fern Creek?
Top of Fern Creek N-site page underneath COVID vaccines : available
When scheduling a patient, what is the first thing that needs to change when making an appointment at any of the NCMA offices?
The scheduling department pool
A patient is calling and states they would like to get a refill of Xanax.
What is the reason code?
Written Rx
DAILY DOUBLE
A patient is calling to reschedule their TCM appointment due to not being able to get off work.
What visit type do you use?
Their is NOT one you send an encounter over to the office.
Reason for call Nurse navigator, smart phrase Nurse navigator
A patient is calling and states they would like lab work done, but there are no orders in the chart.
What should you do?
Schedule the patient at least 48-72 hours from when they called and send an encounter to the office. The reason for call is Order request, smart phrase Order request choose the lab option and route to the appropriate nurse pool
What should you do if a patient calls in needing help with their MyChart beyond activation?
Connect patient with MyChart help desk 502-629-1234 option 5 or HIM.
A patient calls to make an appointment tells you they have a new insurance, but doesn't have the name or member ID #. What steps do you need to complete in epic?
Enter the insurance in as MISC. use 9's as the ID #. Please notate the appointment in the messages stating the patient will call back with the correct insurance info. or they will upload the info in my chart.
When sending a Nurse navigator encounter to the office were would the pool information be located to know where the message needs to be routed?
The bottom of the NCMA N-site page for the office the patient belongs to
What should be included in the appointment notes when scheduling a hospital follow up?
1. What Hospital, ED or Rehab they where seen at
2. Admission and discharge date
3. What the patients diagnosis was they were treated for
DAILY DOUBLE
A patient is calling and states they need a refill of their blood pressure medication.
What is the reason code?
There isn't one. Refer the patient to their pharmacy first to ask for a refill.
If they have already done that, then place a encounter to the office.
A patient is calling and states they need a Complete Medical Exam (CPE) or an Annual Wellness Visit.
What is the visit type?
Physical
A patient is calling and states their Endocrinologist placed labs to complete and they would like to come to their PCP's office. What should be included in the appointment notes?
"Labs for Endo"-Providers name
DAILY DOUBLE
A patient calls stating she is hearing voices and the devil is telling her to harm herself in others.
What should you do?
Remain calm, attempt to pull the patient up, and contact a Call Hub nurse. Send them a message via slack. Message your supervisor, if unavailable your manager and last a trainer. Stay on the phone and document whatever your hear and they state over the phone until someone can help you or take the call.
What are the steps to terminating a insurance out of a patients chart before entering the new one in?
Under the registration tab you will go to Coverage Info, this is where you will enter the Member Effective to Date (termination date). If the patient does not know the exact date you will need to enter in T-1.
DO NOT enter any other dates into this section as it will be considered insurance fraud.
What does Y or Green mean?
What does Red or N mean ?
Y or Green means the provider is accepting new patients and Red or N means the provider is not accepting new patients at this time.
A patient is calling to receive an x-ray on their left foot. The doctor has placed an order. What should you do?
Refer to the Nsite page. If the Access Center is able to schedule, the visit type will be "NP GEN RAD".
Select the appropriate location.
What gets sent High Priority in an encounter?
1. Critical Symptom
2. Newborn
3. Nurse Navigator
4. Prac Work In
5. Chart Update - Interpreter Appointments
- Running Late
A patient is calling and states they were seen at the Immediate Care Center and they were advised to follow up with their doctor. What is the visit type?
Office Visit
When should you schedule labs before a patients physical?
5-7 days from the date of their scheduled physical
What are some examples of the difference between routine vs. acute?
Routine: Physical, Mammogram, 6 month check up, Rx Check, 3 month check up
Acute: Swollen knee, Strep throat, Stomach bug, Flu, UTI,
What is the check list?
The checklist is found on the main registration page. It will be to the right of your screen alongside the patient sidebar. If you cannot view the Checklist please click on the small blue arrow on the right of your screen; the sidebar and checklist tabs should then appear. If the Verify box is grayed out and will not allow you to select it, please click on the icon that looks like a pencil. Another box will appear, please type NEW in the field and hit accept. You will then be able to run verification.
What is included in the general section section on any NCMA N-Site page?
Nurse Navigator of the office
Nearest Pediatric Practice
Nearest Prompt Care
Nearest ICC