Call Matters
A patient needs an urgent appt, the office is closed and there are no appointments. We should
cold transfer to A/H
A patient has no COVID symptoms and is requesting a COVID test. What should you do?
Warm Transfer to the office
If you cannot find a patient with the name and DOB, what's your next step?
Click "patient not found – EHR search"
What KA can you find the fax numbers of the office?
Practice Information
If a caller needs an interpreter, what can you type in your phonebook for assistance?
Interpreter Services
If a patient is going to be late for an appointment, what should you do?
Warm Transfer to office
If you hear a patient coughing while they are making an appointment for their physical, what should you do?
Ask if they developed the cough within the past 10 days
A patient has a question about billing for a previous appointment. What call flow will you use?
Financial/Billing Questions
What KA can you use to search for the closes lab to the patient using their zip code?
Lab & Imagining Locations
What aux code should you use if you need to step away due to personal matters?
Personal Break
Which 2 identifiers does a caller ALWAYS have to give?
Name and Date of Birth
If a patient has had a cough for a month, will they be screened red?
No, because the symptoms did not start within 10 days.
When should you swivel into Epic?
To verify insurance or check HIPAA documents
What KA do you pull up if you think a provider might no longer be at the practice?
Finding Providers: Primary Care, Specialists, and Providers that have left BSMH
A patient has an appointment at 3 and calls to cancel it at 2:30. Which cancellation reason should you use?
Late Cancellation
If there are no available appointments for an ED/Hospital follow up, what should you do?
Send a message
When are you able to skip the COVID questions?
NEVER
A patient was seen in urgent care 3 days ago for high blood pressure, but blood pressure is still high (180/130). Is this still a red flag?
Yes because it's been more than 2 days with no improvement.
What KA will help you answer patient questions about virtual visits?
Virtual Visit Expectation
When would you use the Pre-Triage Escalation chat?
When on hold w/ NT for more than 5 mins IF the patient has suicidal thoughts, chest pain or severe shortness of breath
Where can you find HIPPA information for a patient?
In EPIC, in red Documents Folder.
List the COVID symptoms asked about in our second COVID screen questions.
Within the past 10 days have you developed any of the following symptoms: Fever or chills, cough, shortness of breath or difficulty breathing, loss of taste or smell, sore throat, nasal congestion, sneezing or runny nose, fatigue or generalized body aches, diarrhea, headache
A patient no longer wants to receive text messages from their provider. What call flow will you select?
Manage Preferences
What KA has all of the information necessary for completing a call with a 100% quality score?
Quality Companion Guide-Expectations for Every Call
What call flow is used when a patient is calling in for blood test results?
Results Request