Compliance
What is compliance?
What is the goal that organizations aspire to achieve in their efforts to ensure that they are aware of and take steps to comply with relevant laws, policies, and regulations.
Who founded BRAINS?
What is Michael Wolff and Rochelle Manor!
True or False: A client sends an email with confidential information. This is not violating HIPAA.
What is true. A client can send information to us, however, sending information back to them or replying to the email will compromise the security of that information.
There is a power outage. What do you do first?
What is locate emergency lighting (flashlights)
True or False: Active listening and repeating information back to the client is a great way to ensure a positive client experience.
What is true. Making the client feel heard and ensuring their information is accurate helps reduce errors and leads to a positive experience for the client.
True or False: A behavioral therapist who transfers a case to another behavioral therapist does not need to complete a discharge note for the client.
What is False. In order to be in compliance, we have to show that care/liability has clearly ended with one clinician and started with another.
What year was BRAINS founded?
What is 2007
What platforms do we use to receive referrals?
What is WuFoo, fax, and Great Lakes Health Connect
A new client is calling in and their child told them they are thinking of suicide. They are looking for immediate assistance. What do you do?
What is advise them to reach out to Pine Rest Urgent Care or Forest View Hospital for immediate assistance
You receive a corrupted fax file that does not have completed information on it. You see there is a phone number and office name on the fax. What do you do?
What is follow up with the office to request another copy of what they originally tried to send.
Who is BRAINS' Safety Officer?
Who is Delaney Mullenix
What does BRAINS stand for?
What is Behavioral Research and Institute for Neuropsychological Services
A client chooses not to set up a patient portal, but would like to complete forms ahead of time. What other options does she have?
What is complete them on the website/WuFoo, send them to the client's email to complete, or mail forms if they are persistent and reject all other options.
A client's divorced parents are getting into a physical altercation in the parking lot. What do you do first?
What is call 911
What is "person-centered" care?
What is a way of thinking and doing things that sees the people using health and social services as equal partners in planning, developing and monitoring care to make sure it meets their needs. This means putting people and their families at the center of decisions and seeing them as experts, working alongside professionals to get the best outcome.
What does HIPAA stand for?
What is Health Insurance Portability and Accountability Act
How many staff members does BRAINS employ?
What is 55
You are the first of the front office staff to arrive for the day. InSync is not allowing you to log-in. What steps do you take?
What is call InSync to let them know of the issue, notify Stephanie/Mike if they are in office, or if they are not in the office, send out an all staff email to notify everyone that InSync has been contacted
There is an emergency situation and you need to notify all staff/patients in the building to seek shelter. How do you do this?
What is dial 777 to alert all staff
You are scheduling a testing and feedback appointment for a client and are having a hard time reading the testing charge slip. You use the higher number in your calculation and give the client a higher estimate just in case. Is this an example of good customer service?
What is no. We should never assume the answer to something we do not know. The best route would be to confirm the number on the TCS with the provider before giving the client an estimate so they have the most accurate projection we are able to produce.
A client hits and injures a behavioral therapist. The behavioral therapist calls the parents to notify them of the incident and lets the front office know as well. What next steps should the therapist take?
What is complete a critical incident report no later than 24 hours after the event and notify the owners of the incident
What are BRAINS' five core values?
What is Compassion, Expertise, High Standards, Hard Work Ethic, and Team Approach
You are the last one leaving the main campus for the day. How do you activate the alarm?
What is type 3 5 1 1 2 into the alarm keypad
It is Friday afternoon and most providers have left for the day. An existing client calls with an urgent situation and demands to speak with their therapist for guidance. They want to be seen or spoken to that evening due to the crisis. What do you do?
What is notify Mike and the therapist by phone call/text to ensure the situation is promptly attended to
What is the most important aspect of customer service in our field?
What is patience