What´s the call reason?
Pt calls and wants to go to know if their insurance is accepted in the office.
What is routine/office ?
3 tools used during your whole shift (DP´s end)
What is Discord, OBS and Zoom?
Set the expectation
Whats is...
Let me gather your information and request a call back for you ?
Pt needs medical records sent to a new Dr´s office
Routine/Office
QA stands for
Quality Assurance
Caller works in the hospital and wants the Dr. to go and check a pt´s status.
What is a consult ?
Say hi on Discord at this time
What is 15 minutes before your shift starts?
Closing phrase
What is ... Thank you for calling ?
Rehab center needs some medication for a pt
Nursing Home
Where Anserve is located.
What is Butler, NJ ?
Pt´s daughter calls because she has questions regarding her mother´s medication.
What is Pt emergency ?
Join everyday in order to see your face
What is General Zoom ?
Verifying info when a caller keeps interrupting
What is...
Sir/maam, I need to verify this information on my end in order to send the correct information to the OC/office ?
Pt would like to make an emergency appt for her daughter
Appointment
Used to communicate with Anserve´s Managers.
What is Spectrum ?
Pt´s husband calls and wants to know when she/he will be discharged ?
What is PT emergency ?
Tool used to record your whole shift.
What is OBS ?
Call structure is
What is
Answering phrase
Set the expectation
Ask questions
Verify information
Verify message
Close the call ?
Pt is requesting to talk to the Dr, he is in need of a script for blood work on Friday at 9a.
It is Wednesday at 4p
What is routine/office
Stats and their limits
What is .... Adherence 90%, Wrap 14% ?
Hospital worker calls in order to make an appt for the pt.
What is appointment ?
Where DP USA is located
Lafayette, Louisiana
Interrupt a caller in order to control the call
Whats is ...
I totally understand, let me verify the information you have provided and have this message sent to the OC/office ?
Which call reasons go to the OC and which ones go to the office?
OC:
Prescription, NH, Hospital, Consult, Pt emergency, Newborn, Lab, D2D,
Office:
Appointment, Routine/Office
Protects patients´ information
What is HIPAA ?