Symptoms (Red Flag)
Patient call was sent to the In basket by the call center. The patient is calling concerned that her Warfarin may interact with another medication that she is taking.
MA to transfer the in basket message to RN to contact the patient to discuss.
Patient call requesting an out-of-pocket estimate for a heart monitor that was placed in the office today.
MA should call the patient and provide them with the contact information for the heart monitor vendor’s customer service line. The MA will also need to provide the patient with the CPT code for the heart monitor and the associated diagnosis code- both are found on the heart monitor order in Epic.
Provider routes an In Basket request to the MA to obtain medical records (last office visit notes and labs) from an outside specialist for a patient seen in the office today.
MA should ensure that they have the correct office information by verifying with the provider or calling the patient if necessary. The MA should then contact the specialist’s office to obtain the requested medication records information and document the request in Epic. The MA should follow up with the provider to ensure that records are received.
Refill request received from the pharmacy requesting a refill of Warfarin for an established patient.
Warfarin/Coumadin needs to be sent to the Pharmacy pool: PMG CO Front Range INR Pool per the Anticoagulation Management Policy.
Patient calling back with questions regarding their echo results viewed in Epic.
MA should route call to RN.
Patient called into the office to change their scheduled appointment because they are experiencing shortness of breath and do not think they can make in for their appointment today.
MA can take the call from the PSR (if RN not available) and use the smartphrase “trigger” to document telephone screening questions in Epic. MA will then speak with an RN (call phone ext. or in person) and will warm transfer the call to the RN to Triage.
Patient call requesting assistance with their heart monitor that is blinking red and the associated mobile device states that their monitor is disconnected.
MA should call the patient to assist with troubleshooting. If MA needs assistance with troubleshooting, the MA should provide the patient with the heart monitor vendor’s customer service line and ask the patient to call for further assistance. If needed, the MA should facilitate the patient returning to the office to have the monitor checked with an MA.
PB Coding Inquiry is sent to the MA In Basket regarding a missing heart monitor report in Epic. The coder requests that the MA upload the appropriate monitor report in Epic.
MA should review Epic to verify if there is a report available. If the appropriate monitor report is not found, the MA should follow the appropriate steps to upload the report in Epic and attach the report to the heart monitor order. Once complete, the MA should respond to the PB Coding Inquiry to notify the coder that the report is in Epic and billing may now proceed.
Refill request received for Metoprolol for an established patient.
MA may proceed with refilling medication if the refill passes the Medication Refill Policy and Guidelines. Refer to Medication Refill Policy.
Patient sent a MyChart message asking for additional information regarding their heart monitor results and follow up recommendations.
MA should route the MyChart message to RN.
Patient sent a MyChart message stating that they have been experiencing dizziness and near fainting episodes and asked what they should do.
MA should warm hand off the MyChart message to the RN to contact the patient for assessment.
Patient is contacted by our MA staff regarding an outstanding monitor. Patient calls back to explain that they forgot to return the monitor to the vendor but will do so ASAP.
MA should document all communication with the patient regarding the outstanding monitor in Epic. MA staff will watch Epic for the End of Service report to integrate back from the heart monitor vendor, and the MA reach out again to the patient if the report is not received within approximately 1 month.
Patient called with a follow up question for the provider they saw in the office. The patient's question is not urgent, and there are no Red Flags to Triage.
MA should call the patient to review and document their request- if not already documented in Epic, and MA should route the call to the RN and Provider to review and address.
Patient calling requesting a refill for a high-risk heart medication that was accidentally lost while on vacation.
MA to transfer request to RN. All high-risk medication refills must come from an RN/Provider.
Patient calling MA back to discuss results- voicemail was left by MA for patient to call back.
MA should speak with the patient to inform them of their results (only where appropriate- i.e. normal lab results).
Patient sent a MyChart message with their blood pressure log as requested by their provider. Patient reports several elevated blood pressure readings (>140/90 mmHg).
MA should warm hand off the MyChart message to the RN to contact the patient for assessment.
Patient had a heart monitor placed in our office but is now calling again complaining of connectivity and charging issues with the monitor.
MA should call the patient to collect more information from them about the issues they are experiencing. If the MA and patient are unsuccessful in troubleshooting the issues, the MA should reach out to the heart monitor vendor representative to discuss sending the patient a new monitor. Document all patient and vendor communication in Epic.
Patient called back, returning an MAs call, regarding the status of their outstanding heart monitor. Per patient, they forgot to mail back their heart monitor after completing testing last month.
Following the CV Outstanding Heart Monitor workflow, MA has reached out to the patient regarding an outstanding heart monitor. MA to call patient back to discuss the status of their heart monitor. MA to remind the patient that they need to return as soon as possible to not delay test results, and to avoid a charge from the heart monitor vendor for unreturned equipment. MA will monitor the status report for the End of Service (EOS) report, and the MA will reach out to patient again (following the workflow) if the monitor is not returned within 1 month.
Patient calling to request a refill of simvastatin. The patient is overdue for follow up with the provider.
MA should refer to the Medication Refill Policy and Guidelines. Patients may receive a courtesy refill when appropriate per the Medication Refill Policy. The MA should either send a request to the PSR or contact the patient to advise that they schedule a follow up appointment with their provider.
MA called patient to notify them of normal heart monitor results per their provider (documented in Epic). Patient has questions and complains of ongoing symptoms of palpitations (not currently having symptoms).
MA should document patient questions and symptoms in Epic and route the patient call to an RN and the provider to advise. MA should inform patient that they will receive a call back to discuss their questions and concerns.
Patient call was transferred to the MA from the call center. Patient calling with a concern regarding their heart monitor that was placed in the office that day. While describing the issue to the MA, the patient reports they are experiencing severe chest pain. There is no RN in the office that day, and the RN working remotely is unavailable.
MA should call the patient and document telephone screening in Epic using the smartphrase “trigger.” MA should ask the patient to hold and speak with an available provider right away.
The heart monitor vendor calls the office back line to report an urgent MD Notification regarding a patient’s event monitor.
MA should take the call and document all details in Epic following the Managing Test Results Policy. Warm hand off of the Epic encounter to an RN or Provider.
MA receives an In Basket message intended for another IMH clinic.
MA to review message, and if it is determined that the patient belongs to another IMH office, and the message is intended for that office, MA is to route the message to the correct IMH office and cc the sender to inform them that the message was incorrectly routed.
Refill request received for lisinopril for a patient who has not been seen in our office for more than 3 years.
MA should contact the patient to verify if they are seeing a new cardiologist or if they have a PCP who can refill their medication. The refill request should be routed with appropriate documentation to the provider to deny. All refill denials must come from a provider per the Medication Refill Policy.
MA receives a results message in Epic from a provider with abnormal results and recommendations for starting a new medication and further testing (no orders placed by the provider).
MA should route the results message to the RN requesting that they contact patient to review results and recommendations with patient. MA should route request to the provider requesting that they place orders for the new medication and requested testing (new orders must be placed and signed by a provider).