New Patient Registration
True or False. An appointment is scheduled when you click “Accept” on the appointment review window.
True
When should you check a patient’s Chart encounter notes
Every time you schedule
True or false. Expired medications can be refilled.
False
True or False. There may be instances where you will need to change the message priority.
False
When HIPAA verifying a caller, what are the PRIMARY identifiers you should ask for?
First and Last Name, DOB, Email Address
In the patient look up box, what 4 fields are required to register a new patient?
NAME, DOB, GENDER, SSN
After running RTE, where can you identify if there is an Outside PCP?
The Response History Page in the Alerts section.
Before you can refill a medication, you must check what?
The patient’s last appointment date to ensure they meet requirements.
What is the Smartphrase that loads the message template to fill out when sending an In Basket message?
.CONTACTCENTER
Which three facilities do we do schedule initial labs for?
Bellevue, Queens and Elmhurst
When entering the patient’s demographics, adding the zip code to the field labeled “City” does what?
Auto fills the remaining address information.
On the Book-IT Tab, what field allows you to select/alter who the patient is being scheduled with?
Provider/Resource
True or false. In APC, you can refill medications prescribed by specialists.
True.
What is the format of the subject line for sending an In Basket message?
PAC - Provider Name - Reason for Call
Before scheduling labs what tab should you check for the order?
Active Requests Tab
What should you do if a patient refuses to provide you their SSN?
Select “Refused SSN” and notify them they can supply this in-person at the clinic.
On the Book IT Screen, what is the name of the field that you should indicate why a patient needs to be seen?
Appt Notes
What information is needed from the report viewer when refilling a medication?
(2 answers required for complete credit.)
Dept. & Ordering Provider
When is it appropriate to change the priority of an In-Basket message?
It is never okay to change the priority of an in-basket message.
Name two circumstances that it is appropriate to add a caller to the wait list.
1. The Infinity workflow indicates it.
2. The Backup list indicates it.
3. The Directory Search indicates it.
4. The Directory Info tab indicates it.
A patient calls to schedule an appointment with their PCP. It has been 6 years since they have seen their provider or any provider at NYCHH. They have a new phone number, email and address. What should you do?
Search for their record. If found, Update any allowed information and inform them to bring ID to the clinic to update the rest.
Summarize in three steps what to do if a patient calls requesting to reschedule their appointment
1. Check for the soonest availability and notify caller.
2. Cancel caller’s original appointment noting reason.
3. Schedule new desired appointment for caller.
A patient calls requesting to refill a medication but it is not in their chart. What should you do?
Choose the Clinical (inc test results) pathway in Infinity to send an In Basket message.
Name three fields that need to be filled out when sending an In Basket message. List what is entered in each field you name.
To: Use pool listed in workflow or directory tab
CC: CC the contact center
Subject: PAC - PROVIDER - REASON
Patient: Click Current Patient
Message: Use .CONTACTCENTER Dot Phrase
What should you do if a patient requests to schedule an appointment, but the patient's provider is unavailable?
Reference the backup list and schedule with the indicated provider or subgroup to keep continuity of care.