What do we do?
A patient walks out without scheduling a follow-up appointment. Although they didn’t verbally cancel, this status must be applied.
What is “Cancelled by Patient”?
This term describes scheduling testing and follow-up on the same day, most often used for frequent no-show patients.
What is piggybacking?
The 4 tabs we check before checking out the patient or "prepping" before they come to you.
What is scheduler tab, auth/referral tab, lab/diagnostic tab, check in tab?
This tab in the patient chart contains referrals for tests such as X-rays, MRIs, CT scans, mammograms, and bone DEXAs
What is the Diagnostic/Lab tab?
What is printing referral out via diagnostic/lab tab?
If a patient receives both a 7-day and 72-hour confirmation text but never responds, this is the next escalation in the confirmation protocol — and it happens at a very specific time.
What is a phone confirmation call made 24 hours before the appointment?
According to SMART scheduling, isolated testing that does not require prior authorization should ideally be scheduled using this principle
What is same day testing?
To gather broader patient availability and reduce scheduling delays, staff ask these two open-ended questions that clarify preferred days and times for appointments.
What are “What days work best for you?” and “Do you prefer mornings or afternoons?”?
This specific tab contains all specialist referrals and requires staff to attach a corresponding specialist list before completing check-out
What is the Auth/Referral tab?
This department we do not schedule for but when ordered this step needs to get done
HINT - Need name of department and step needed
What is BH (Behavioral Health) and need reminder to be sent?
A provider cancels an appointment because the patient was on standby and never showed. According to protocol, the appointment should be marked with this specific status and notation.
What is “Cancelled by Provider” with the note ‘OV No Show’?
To ensure lab results are available for compliant patients before a follow-up, all testing must be completed within this timeframe.
What is 2 weeks before the follow up?
Name the three essential actions to finalize when looking at a flowsheet at check-out
What are include all clinician-circled tests, ensure all TBS items are included, and update standby tests to scheduled if not completed same day?
In order to print a specialist list or a diagnostic/lab referral, this is the FIRST step
What is "little guy" or "wally" or "waldo"?
This needs to match in order to print Diagnostic/Lab referrals
What is visit note (OV) and date the referral was ordered?
A same-day confirmation call is made, but the patient doesn't answer. They also fail to reschedule. It is now 16 minutes past their appointment time. According to check-out protocol, this is the exact status the patient must now be marked as.
What is “Missed”?
To comply with Highmark Medicare’s testing limits, schedulers must restrict appointments to this maximum number of tests per day
What is 3 tests per day?
These insurances do not cover ultrasounds
Name ATLEAST 3 out of 6
What is
HORIZON (All Types)
TRICARE
UHC OXFORD LIMITED PLAN
CIGNA
AMERIHEALTH
GHI
For Medicare or Medicaid patients, these two services are provided by the insurance company and requires specific days to be scheduled in advanced.
What is Logisticare, Access Link and should be scheduled at least 3 days out to ensure transportation booking?
To ensure clinical accuracy and insurance compliance, this detail must be entered correctly when scheduling a test — it must match the name of the clinician who ordered the test on the day of the visit.
What is the ordering provider?
If abnormal test results are discovered after a visit but before the next follow-up is scheduled, this team is responsible for initiating patient contact and clinical follow-up.
What is the FMG team or TeleClinic?
When scheduling tests for patients with the UHC201 plan, using the correct flowsheet is only part of the compliance requirement. To avoid insurance denials, schedulers must also remember that this plan excludes specific imaging procedures — including all ultrasounds and these four additional test types.
What are Echo, ABI/PVR, Arterial Doppler, and Renal Doppler?
This insurance does not cover ultrasounds depending on the type of plan
This insurance has times it does cover ultrasounds depending on type of plan
- HINT can be seen on the ev note -
What is Oxford Health - Full
This test is completed when the first part results in ABNORMAL.
What is
TCD (Carotid Doppler ABN)
Renal Ultrasound/Fibroscan (Abdominal ABN)
An Uber may only be arranged if the patient agrees to complete two or more high-value tests and must be labeled in this exact way on the scheduler (the pop up when adding an appointment)
- Provide example of the testings
What is "ROOM -Transportation (office location) & EX ?