OPENING
My name is Sallie your Specialty Appointment Representative.
What is the proper greeting.
The hotkey that allows you to move from field to field within the Documentation section.
What is F2.
The location to find POA and personal representative information.
What is FYI?
Two ways to check a member's appointment history.
What is the Past tab.
What is Chart Review (filter).
The center of Kaiser Permanente's Value Compass.
What is the member.
Medical Record Number and Date of Birth.
What are acceptable HIPAA identifiers.
The section within a script that can never be skipped.
What is the Reporting section.
The documentation provided to the member after his/her office visit.
What is AVS (After Visit Summary).
Which of the following are not scheduled by the Specialty Contact Center ?
Ophthalmology
Orthopedics
Optometry
What is Ophthalmology and Optometry.
Keep it simple. Make it personal. Connect each moment.
What is every moment matters.
How to determine the Specialty and location the member is calling for.
What is the Call Data Box.
The process that must be completed prior to scheduling an appointment.
What is scripting.
The location to find blood, urine and culture results.
What is the Lab tab.
The information required when confirming an appointment.
What is the appointment date, day, time, provider, location, copay, any special instructions, arrive 10 minutes early with Kaiser card and photo ID.
To provide high quality, affordable health care services and to improve the health of our members and the communities we serve.
What is KP's mission.
Information needed when another person is calling on behalf of a member (note: HIPAA has already been verified).
What is the full name of caller and relationship.
This shows above a set of questions, under the disposition and will not have a yes or no answer option.
What is a Header.
This encounter provides detailed instructions from a Specialist and if appropriate can be used to authorize a consult visit.
What is a Telemedicine (Telemed Chart Review) encounter.
Consult erosion.
What is the improper scheduling of a consult visit type.
KP's membership expectancy by 2021.
What is 1.3 million members.
The member would like to change their phone number on file. Where would you make this change?
What is the patient Demographic section.
This is used to separate symptoms within a script.
What is a comma.
If a member messaged their provider through KP.org and can't log in to see a response, where would you check?
What is a Patient Secure message encounter.
When scheduling an appointment from eConsult, If the appointment priority is Urgent, a member should be scheduled within?
What is Same Day or Next Day.
What are the 3 KP experience standards?
What is Respect me, Know me, Guide me.