FM/IM
Patient calls requesting to schedule a telehealth appointment with Dr. Convery. How do you proceed with the call?
Inform caller we do not offer telehealth for IM.
Can you schedule SRPs before the prior auth has been approved? How do you know the prior auth has been approved?
No, FYI flag will show prior auth status
What is the difference between Behavioral Health Practicioners (BHP) vs Psychiatry?
BHPs offer therapy and psychiatry offers medication management
What visit type do you use for removal of an IUD? What is the appt length?
Procedure; 30 minutes
If a patient calls in wanting to get labs drawn, who do you schedule with and what visit type?
Clinical team as a nurse visit type.
Can non established patients get a pregnancy test done under a nurse schedule/visit? Why or why not?
No due to pt being new and not knowing any history on the patient.
Can hygenist see children under the age of 13? If so what type of appt?
Yes, Pediatric recall
if pt has not been seen by bhp (non Psych) in over 6 months what do you do?
Transfer the call to Lisa Brandos.
in order for pt to start seeing an OB provider what is needed?
A positive pregnancy test within PHC.
If a new pt does not have insurance do they have to be scheduled in with PSS/HBS?
Yes; add FYI flag
Can an IM pt be seen in FM for acute issues? Why or why not?
No; should continue care with IM
If a same day treatment slot is open, can it be scheduled as a limited? Why or why not?
Yes, as long as the patient can check-in prior to the appointment start time
if a estab pt is having a crisis what do you do?
What don't you do?
Send URGENT Epic chat to where the pt is seen so they can take the call, DO NOT place pt on hold.
Can you schedule a pt for an initial ob visit?
No the ob team will schedule them.
What is the first question asked when a caller is requesting a prescription refill?
Have you contacted your pharmacy
How often are patients seen for WCCs once they turn 3?
1x/year
What areas in epic can you find to see patients treatment plan/appointments needed?
Hint: 3 different areas
Patient side bar
Chart review/Snapshot
Active request tabs
if pt can not make their bh appt and is calling 1 hour before their appt to cancel only, what is the next step, do you mark as a "No Show"?
No, just cancel appt.
No Show does not apply for BH.
Can IM patients be seen under WH dep for BC? Why or why not?
Yes IM does not see for BC.
what do you ask/do when a patient is calling regarding an appointment with Alan Bollinger?
Ask if its regarding MAT or HIV
HIV-transfer to the project
Mat- transfer to Brandy lawr
How would you handle a caller requesting vision screenings for school?
Inform caller we don not offer vision screenings and needs to be seen by an optometrist
how do you handle another dental clinic needing xrays and how are they sent?
transfer call to referral dept the can send them via email.
If a patient is being referred to BH due to any kind of court involvement, including self-referrals, we _____ accept those referrals. This does include DHS for parent/child reunification.
Do not
What's the timeframe for postpartum appointments?
Patient will need 2 separate appts: 1st appt at 2 weeks and another appt at 6 weeks. Submit telephone encounter if there's no availability within the timeframe
How would you explain what MyChart is to a caller? How can you enroll a patient in MyChart?
MyChart is a free online tool. MyChart is a secure patient portal where you can access your health information 24/7. It includes self-service features, such as sending a message to your care team, viewing appointment information, and paying any outstanding balances. In addition, you can view medications, vaccine records, and test results. Patients can sign up through text message or email.