Core Values
What are our original 4 core values?
Patient satisfaction, accountability, teamwork, continuous improvement
What color do precert/pre-auth/HMO patient appointments show up as in EPM?
yellow
What is best practice for Medicare patient scheduling?
"candy cane" scheduling, or avoiding scheduling Medicares back-to-back
How often should the hydroccolator be cleaned?
No less than 1x/mo
From where (city, state) did Tuan move to Chicago?
Ann Arbor, MI
How many rings before a phone call should be answered?
2
True or False: pre-cert patients are NOT eligible for free assessments
False; they are
What types of appointments can Kirsten NOT see?
Evaluations and medicare patients if there is no PT on site
Name the first/last name of all of our aides.
James Sarris, Nikki Maape, Emma Krahmer, Kelsey Keener, Marcos Cisca, Isidro Pedroza
What is Kirsten's radio station go-to?
country music
What are 3 things all new patients get?
Any 3 of: a welcome folder, printout of appointment schedule, HEP printout, mailed/written thank you card, handouts of billing/insurance/"being a champion"
What do all HMO patients need prior to starting PT?
A referral/prior authorization
When is it ok to "cut/paste" appointments?
Day of: when pts cxl/reschedule to a later time; when scheduling pts out in the future
How promptly should new appointment requests be contacted?
within 2h
When is Gabby's wedding date?
8/1/2020
What are 2 reasons we use FOTO?
(1) to track clinical progress; (2) to receive prompt feedback for patient satisfaction
How many "freecert" visits do ASH/cigna patients get per year?
5
What is the difference between 0-48h schedule "availability" and "access?"
Availability: what is currently open in EPM; access: what we create to help pts get in
Name at least 5 daily administrative (indirect to patient care) tasks that rehab aides perform.
At least 5 of: checking patients in, collecting copays/POAs, writing "Thank You" mailers, completing faxes, filing scans, create/update supplies need list, FOTO setup, new appointment request follow up, and phone screens.
What is Sarah's dog's name?
Mr. Bear or Gabriel
According to Ron Rodgers, name at least 3 values within "OURPACT"
One team
Understanding our business
Recognition
People-focused
Accountability
Continuous Improvement
Trust and integrity
What should be completed in order to submit for approval for continuing care for active pre-auth patients?
FOTO and PN/RE; Optum for Aetna patients, ASH for cigna patients
What are ideal eval appointment times?
First appointment of the day; last appointment before lunch; last appointment of the day
What does FOTO stand for?
Focus on Therapeutic Outcomes
Who are Simone and Justin?
Simone: RSM; Justin: RM