Scheduling
What must be documented in the appointment notes?
What is the reason for the visit?
When a Health Plan representative calls requesting Provider Availability, what additional task must the agent complete?
What is update the Health Plan Survey Calls Tracker?
What question must an agent ask before closing a call?
“Is there anything else I can help you with?”
What does HIPAA stand for?
What is the Health Insurance Portability and Accountability Act?
True or False: If a patient is more than 20 weeks pregnant and experiencing vaginal bleeding, they should be advised to go to the nearest Emergency Room.
What is True?
What should patients be advised to bring to their scheduled appointments?
What are relevant documents or information needed for their visit?
If a requested provider does not have availability within the required timeframe, what should the agent offer first?
the required timeframe, what should the agent offer first?
What is another provider within the same specialty in Kern or Fresno?
What script should an agent use when returning a call?
“Hello, my name is (Agent name). I'm returning a call from Clinica Sierra Vista. This call may be recorded for quality purposes. How may I assist you today?”
What must be explained to the patient and third party during the verbal consent process?
That verbal consent is a one-time consent and must be requested again in the future until an ROI is signed.
What should an agent do if a patient requiring triage has never been seen at Clinica Sierra Vista?
What is create a patient chart and proceed with the triage process?
What should an agent do if a patient explicitly requests to cancel their appointment because their insurance is not contracted?
What is proceed with canceling the appointment?
If the representative declines an alternative provider, what should the agent provide?
What is the next available appointment with the requested provider, even if it falls outside the timeframe?
Which payment script should be used when rescheduling an appointment?
“Upon checking you in to your appointment, reception will inform you of any fees due for this visit.”
True or False: Verbal consent will automatically remain valid for future calls.
What is False?
True or False: An agent should call 911 on the patient's behalf if they are unable to reach the On-Call Provider during any phase.
What is False?
Where can agents find approved appointment combinations?
What is the Approved Appointment Combinations KB article?
What should agents do when no providers have appointments available within the required timeframe?
What is reach out to Leadership for assistance?
What is the required English opening script for an inbound call?
“Thank you for calling Clinica Sierra Vista. My name is (Agent name). How may I assist you today?”
What authorization form may be used when a third party is authorized to speak on behalf of a patient?
What is a Release of Information (ROI) or Caregiver Authorization Form, as applicable?
A pregnant patient calls at 7:15 PM on Monday reporting sudden blurred vision. What should the agent do next?
What is call the On-Call OB/GYN?
What must an agent communicate to a patient when scheduling a virtual appointment?
What is that the patient will receive an email or text message containing the virtual appointment details?
What Subject Type must be selected when creating a Health Plan Survey CRM?
What is Non-Patient?
What should an agent do if the patient's insurance is not found on the insurance list?
What is transfer the call to Billing for verification at extension 2081?
Where can an ROI be located in the patient's chart?
What is the Media tab?
What is the Reason for Contact in Phase 1 of OB Triage?
What is Clinical Intake > OB?