Accounts & Protocols
What is the Acct# for All the Answers check-in line?
What is ATA's primary hospital that they answer for?
St Catherine's Hospital
What is the Acct# for St Catherine's Hospitalist?
4200
What is the difference between the Mastercards & Locates?
The mastercards are general isntructions of the accts, but the locates are daily instructions. They correlate, but always start with the mastercard and confirm if the locate matches.
For all acct questions, concerns or clarifications, who should you be requesting assistance first from?
Karen. Karen is the Operations Mgr for ATA. Next would be Chris, Theresa and then Nicole - they are ATA supervisors.
What the the phone# to leave for voicemails?
631-689-4000
How many hospital does ATA actively answer?
13 Hospitals
Accts where you cannot take non-urgent messages; you must advise the caller to call back during business hours; you can only take ER messages or messages instructed in the MC.
With what keys to you pick up parked Spanish Calls?
Alt + P
On a medical acct; if an in-patient patient is reaching out to speak to the doctor, are you allowed to page out an OC?
Yes, ATA provides the courtesy to all their calls who need to reach a doctor for any and all real ERS. Though it's universal knowledge when the patient is in-patient not to, again ATA provides the caller the courtesy.
Where do you file an AM Consult & how?
Admin Controls - you need to search the acct#, create the action for the AM (depending on the MC's instructions). Set the date, time, reason: AM Consult and the priority.
What region are ATA's hospitals located?
Long Island, NY
What is the acct# for Good Shepherd Hospice?
9714
Which key does I use to check filed messages?
F10
On acct 4047: Branch Pediatrics. Who would you call out for a medical ER before or after office hours?
Do you deliver or save a message that was sent to the nurse line & why?
you deliver it; the nurse line is a 3rd party and there is no need for us to confirm if they received a message or not. The dispatching is complete once we send the info to the nurse line.
What is the 2nd Hospital acct that ATA frequently answers for?
4200 - St Francis Hospitalist Line
If the client requests directly to the agent for extra hours, what are the protocols?
Notify your direct C2C supervisor and advise the client had requested extra hours - inform the date & times & amount of hours so they can be properly submitted to payroll.
With which keys do I forward a message to another acct?
Shift + F8
It's 10pm, you get a call on St Catherine's for a new admission, after taking the message for a new admission who does the message go to, the admitting Dr or assigned Dr?
The new admission will be assigned to whichever doctor is accepting evening admissions, but the patient will also be assigned to a day hospitalist. Make sure to always advised who is the admitter and who is the assigned.
How do you change an O/C in the O/C Box?
You click on assignments - double click whoever is currently O/C - make the alterations on the right side with the member's #, preferred contact method, dates & times - Save O/C alterations - Preview to see if the O/C was successfully change changes - Announce on the groupchat
Which Hospital is not associated with ATA's Hospitals?
a. Mercy Hospital
b. NYU Langone Kimmel Pavillon
c. Mather Hospital
d. Glen Cove Hospital.
b. NYU Langone Kimmel Pavillon.
Although we do answer for NYU Langone, we only answer for the Huntington Branch which is located on Long Island; Kimmel Pavillon is located in Manhattan.
Once you take a new admission on the Hospitalist Lines. What are the step-by-step instructions of announcing a new admission.
1. Take the full message & advise the caller who is the admitter & assigned doctor.
2. Turn off / Get out of rotation.
3. Edit the patient into the location with their last name.
4. Announce in the groupchat on the new admission with the acct#, name of admitter & assigned
Step by Step, give me the instructions to create your time card before you start your shift.
"F11" to search for acct #29. Once you're in acct #29, with "7" you're going to create a new message and create your time sheet for the week. Once complete you're going to "F8" to save the time sheet with correct information and drop the acct with "F12"
Once you pick up an action, if you see that the incorrect O/C was called out, what should be the first thing you do?
Whoever the lead agent/supervisor report it; depending on what they tell you, proceed with their instructions.