Contention Cancellation
The Claimant failed to attend an examination after being given proper notice of the appointment. What is the correct cancellation reason for this claim?
NO SHOW
All calls and call attempts must be summarized in ___ ______
Veteran Connect
This person should be contacted first if a veteran expresses suicidal thoughts or makes a credible threat
Troy Marcum
Excess mileage requests are submitted in the ___ ___ ____
ServiceNow Service Portal
If your team lead assigns you case that is eligible for a mobile medical unit appointment, what information should you put in the Vet Connect. (3 requirements)
Eligible for MMU appointment. The dates the MMU will be at the location. The distance and location of the next closest non-MMU facility.
You must wait at least ___ hours after the last call attempt before cancelling contentions as Unable to Contact Claimant.
24 hours
True or False: If the case status is Delivered or Cancelled, the call should be documented in Case Comments.
True
This should be included in the message to the Crisis Support Team when escalating a crisis call.
Case ID and a brief summary of the situation without including PII/PHI
Appointments cannot be scheduled over 250 miles one-way (500 miles roundtrip) without ____ _____ ____
MDE leadership approval.
Pregnant claimants can complete most exams except for which exam and why?
Musculoskeletal (MSK) exam because they require range of motion testing and may require X-rays.
If the Claimant was a true no show and has a future Gen Med appointment scheduled less than 5 days into the future, and an Aud appointment 10 days into the future, what is the next course of action?
The Gen Med appointment will remain scheduled, but all other contentions and exams should be cancelled using the No Show contention cancellation reason.
If a Case Manager emails a clinic manager in regards to a case or adds the case to an escalation queue such as the PL sheet, these actions should be documented in ___ _______
Case Comments
Who do you contact when a veteran has a life-threatening emergency, or the situation warrants a wellness check for the caller?
Contact Crisis Call Support immediately by Teams chat (do not put the Veteran/Caller on hold)
What should be done if not all exams are blind schedulable?
None of the exams should be blind scheduled prior to making positive contact with the Claimant or until after two contact attempts have been made.
True or False: A claimant identifies themselves as transgender. You should be respectful, use gender-neutral language, refer to the claimant by their name, add notes in Veteran Connect and Case Comments about the claimant's gender identity and notify the clinic manager and supervisor if an appointment was scheduled.
True
True or False: You should make sure the contentions do not have active appointments, make sure there are no diagnostics attached to the DBQ(s) that need to be cancelled and read all notes in Veteran Connect & Case Comments before submitting a contention cancellation request.
True
Case Managers should document all steps being taken to schedule a case that is not schedulable via Case Comments. How often should comments be left?
Every time the Case Manager attempts to action the case.
During a crisis call, who should take detailed notes including: Caller’s name, date and time of the incident, the words the veteran used to convey that they planned or wished to hurt themselves or others, how the call was handled, and the action taken?
Whomever is not speaking with the veteran at the moment
What should you do if positive contact cannot be established after one phone call and the claimant has previously consented to telehealth?
You may proceed with blind scheduling a telehealth appointment, provided the claimant has previously consented to telehealth and their eligibility has been confirmed and documented.
Which button in the ESR allows the Triage staff to manually merge multiple medical record documents.
The Create Merged Record button
When is it appropriate to use the Unable to contact Claimant cancellation reason? (State both scenarios)
We have never had positive contact with the claimant on their current case. The claimant has not responded to two call attempts made across at least 2 calendar days. The case cannot be blind scheduled.
OR It has been at least 10 days since the last positive contact. The claimant has not responded to two additional call attempts made across at least 2 calendar days. The case cannot be blind scheduled.
What information should be included in the Case Comments? (3 requirements)
Why the case could not be scheduled. What is needed to get the case scheduled. The steps being taken to get the case scheduled.
If a veteran expresses suicidal thoughts or makes a credible threat, This person should be contacted if Troy is not available.
Brian Kelly
When is it appropriate to use FPMO while rescheduling an appointment?
When the reschedule or appointment cancellation is being initiated by the Operations team.
What is the new process for replacing a VA requested DBQ with a more appropriate DBQ?
It allows Examiners to add a DBQ in lieu of the original requested by the VA and remove the original DBQ from the appointment in a single step.