A4Me T3
Clinical JA
Clinical JA
If Action Item is to offer information on a flu vaccine, but the member is calling about issues with diabetes, which item should we address first.
Address the diabetes as that is the members concern.
The boy band that achieved international success with their 1999 album Millennium?
Who is the Backstreet Boys?
The aux T3 uses for unscheduled restroom breaks, unscheduled personal needs, or code lavender.
What is Personal?
Number of HEART calls reviewed monthly.
What is 2?
The abbreviation for Pro Re Nata?
What is PRN- as needed?
Only disclosing/revealing information on sensitive topics or releasing from the ICUE record require the minor 13 yrs. and older to be present and give permission.
True or False?
True
Famous star who appeared in Paula Abdul’s (Rush, Rush) video?
Who is Keanu Reeves?
The aux T3 should use for "Admin Time".
What is Not Ready-Off Phone/Off Chat Work (OPW/OCW)?
On any HEART call, if you answer the question asked, but no clinical was offered, what score will you get?
What is Advanced Beginner- must offer clinical in order to be competent
Bed ridden MBR calls and wants to know how to prevent bed sores? What are some of the activities the MBR/ caregiver can do?
1. turn the MBR Q2 hours
2. Keep MBR dry an clean
3. reduce pressure on certain spots by applying pillows
T1/T2 should only transfer calls to T3 nurses for which opportunities?
What is Decision Support, Education, & Call One.
Irish band that released the hit 90s song titled Zombie.
Who is the Cranberries?
The hold time we should give the member when reaching out to other departments?
What is approximately 2-5 minutes
Staff approaches consumers with respect, humility, confidence, and energy. What part of HEART is demonstrated?
What is building relationships?
A nurse is caring for a patient with MRSA, so wearing a gown and gloves. When should they dispose of the gown and gloves to go care for another patient?
In the current patient's room- lowers chance of spreading the infection to staff or other patients
Information the the nurse must have documented when health education, decision support, or triage is completed?
C-conditions
A- allergies
M- medications
P- provider
& Depression screening if cues and clues of depression
Duo who released the hit single "What's Up" in 1993.
Who is 4 Non Blondes?
New resource/Portal that houses Optum specific JA's.
What is KnowledgeNow?
Clearly communicate what happened in the conversation.
What is Accuracy and Organization
This scale assesses a patient’s level of consciousness after head injuries or neurological conditions. It helps determine the severity of brain damage.
What is the Glasgow Coma Scale?
Tier 3 calls must begin with the following required opening script.
What is "Thank you for calling United Healthcare, my name is ________ , Registered Nurse and member services agent."
Artist who reportedly broke multiple microphones when recording Soundgarden's "Superunknown" album.
Who is Chris Cornell?
Measurement of efficiency. Is determined by dividing call time (removing any idle non-call time) by the amount of calls taken.
What is Calls Per Transaction Hour (CPTH)?
Staff customizes a creative solution that addresses the highest priority needs/issues/questions. Adhering to regulatory, client, program, and clinical requirements.
What is Prioritized Issue Resolution?
The most common grading scale for prostate cancer.
What is the Gleason Score?