Ehric
Ehren
Policies & Procedures
Passwords
Bonus
100
What piece of information must be included in every case, if available, that is not one of the 12 clinical elements? Where would you add this information to the case if you can copy and paste?
The CM’s referral, pasted in the CM Notes section of the history box
100
What is the number of cases allowed assigned at a time ?
One Case -- always process first in first out
100
True or False? Working remote is an arrangement in which an employee performs work at their home; it is at the discretion of EHR and not an employee benefit. EHR has the right to cancel remote privileges at any time at its sole disrection.
True -- Telecommuting is intended to create flexible conditions that will help the organization accomplish services more effectively; however, proven eligibility and performance standards must be maintained otherwise EHR can terminate privileges if the arrangement is not adhering to the Telecommuting Progam Policy and Procedure #101
100
Where can you find your Scheduled Password Time or SDT?
This time can be found in your EHR Scheduling Portal
100
What is an IP Communicator?
Cisco IP Communicator is a Windows PC-based softphone application that lets you use your personal computer to make and receive phone calls. This application must be turned on at all times. Failure to do so will result in a Corrective Action Plan. Personal cell phones are not to be used unless it is a last resort due to IP Communicator or computer issues with a valid ticket placed. Failure to have this application on and/or not answered when called will result in a Corrective Action Plan.
200
What are the elements CST must pull from the previous visit’s EMR when building a Readmission Review?
Discharge Summary, last 48 hours of Labs and last 48 hours of vitals
200
What is the policy when you encounter a possible duplicate referral?
All duplicate referrals need to be confirmed by a Level II or Supervisor before it can be closed as a duplicate. If the case is indeed a duplicate -- the Ehren referral will be closed as follows: Status: Closed Reason: 'Other' Review ID: Ehric ID that is a duplicate of (if applicable) Notes: "Duplicate"; if it is a referral sent twice please provide the other referral's ehren id
200
What is the policy for working overtime?
All overtime needs to be preapproved by management. This includes: • Logging on before your scheduled shift • Staying beyond your scheduled shift • Working on your day off • Working through your lunch
200
What is expected number of times a month an AA should access their hospital systems?
Passwords should be checked and updated at least once per month. Deliquent User Reports are sent weekly to monitor past activation dates. Supervisors now have access to a weekly report called the Client Access Dashboard Report. This allows us to see how many hospitals an AA acutally accessed and processed cases for.
200
Where can you find EHR Policies and Procedures?
In the P Drive
300
What do you have to write at the top of the CM Notes section for every type of case update?
CM REQUESTING A REVIEW FOR [List dates]
300
Scenario: You pick up a referral and it turns out you cannot access the client system. After confirming with all other users that no one can access, what should be done and how would this be documented in Ehren.
AA would place a CCA ticket and inform Supervisors that the system is possibly down and a ticket has been placed. CST will wait for confirmation from CCA. If system is down and CST cannot process the cases electronically, all cases will be placed 'On Hold' and the reason selected would be 'System Down'. Notes should be made to specifiy the issue with access. If cases are over an hour late, Supervisors will call the CM's and offer them to fax or call in live. Users should periodically check access and inform CCA's and Supervisors.
300
What is the minimum amount of time a PTO request can be made?
PTO requests must be made at least 24 hrs in advance.
300
You receive passwords from your User Access Coordinator. When you log in to the system you receive an invalid password message. What do you do?
Call the client’s helpdesk and ask for your password to be reset
300
True or False? Employees who work remotely and telephonically attend staff meetings can continue to work through the meeting to manage volume.
False -- All staff should attend meetings and will not be allowed to work through them.
400
What are the three types of continued stay reviews and when do you process them?
New Case Continued Stay: When the CM specifies that the patient met IP on the admit date but needs other days reviewed and no case exists in EHRic Concurrent Continued Stay: When an Admission Review exists in EHRic with a final recommendation of IP Updated Continued Stay Review: When a continued stay review exists in EHRic
400
Scenario: You pick up a referral and the patient needs to be added to worklist. A CM call has been made. How would this be documented in Ehren?
Case would be placed 'On Hold' and the reason selected would be 'Patient Not on Tasklist'. A note would be made to clarify who called, why, and at what time. If you do not hear from the Level II or Sup that made the 1st call and its been an hour, please request another CM call to be made. Each call should be noted in Ehren. We would hold this case up to 4 hrs. On the 4th hour, if the patient is still not added to Tasklist and we have not been able to reach CM, a final call will be made to let the CM know we are closing due to no repsonse and the patient not being available to us. We would 'Close' the referral and reason would be 'Patient still not on task list -- closed by CST'. A final note would also be made to document why case was closed.
400
When is it appropriate to place a Connectivity Ticket?
Connectivity Tickets are to be submitted when an AA experiences an EHR Related issues for 1 hour or more (it may be two 30 min increments added together). These should include any CCA Tickets for reference of attempts to resolve the issues. All tickets need to be submitted on the same day as the issue for it to be approved by your direct Supervisor.
400
When you receive access to a NEW hospital, how long do you have to confirm all passwords and access are working?
48 hrs
500
Scenario: You are building a readmission review and you do not have the discharge summary, progress note, labs or vitals from the previous visit, what do you do?
Add a CH Date for the previous visit and in the CM Notes section write “NO PREVIOUS DC SUMMARY, PROGRESS NOTE, LABS OR VITALS AVAILABLE IN EMR”
500
What is policy for dropping cases?
An email to the team must be sent using the 'Case Drop Template' Subject of email: Dropping case for Hospital (name and number) Dropping case – Hospital name and number Ehren id: Ehric Id (if already created): Reason for dropping: Action taken to get error corrected: There must be an AA who can take the case from you before you drop it.
500
What is the UHG policy for Attendance and Unplanned Absence?
An unplanned absence, which may subject an employee to discipline, is any time away from work (or from previously-scheduled overtime work) that is not approved as a planned absence. Unplanned absences will be tracked for each employee over a rolling twelve (12) month period. Tardiness - failure to be in the work area and ready to work at a scheduled start time, early departure or late return from lunch or other scheduled non-work time (e.g., breaks, meetings), or leaving the work area or not working through the end of employee's scheduled work time, without prior approval. Two tardies are generally considered equivalent to one unplanned absence. NOTE: If an employee fails to be in the work area and misses more than 50% of his or her scheduled hours, it is considered an absence as opposed to a tardy. Total # of Unplanned Absences* (Within a rolling 12-month period ) Guidelines for Use of Corrective Action Process 4 Initial Warning - A formal, documented discussion with the employee to review attendance expectations, employee's attendance history and outlining the consequences of continued absences. 5 Elevated Warning - A formal written Corrective Action Plan documenting the attendance issue, setting attendance expectations and warning that attendance must improve. 6 Final Warning - A formal written Corrective Action Plan documenting the attendance issue and final warning that attendance must improve or you may be subject to employment termination. 7 Termination Consideration - In the event an employee is unable to resolve attendance issues, termination of employment is considered.
500
What is the Client Access Dashboard?
The CST Client Access Dashboard is a weekly and quarterly report that summarizes the number of referrals received and processed per hospital. This report can also be sorted by individual AAs to view the amount of cases processed per hospital allowing Supervisors the ability to see how many hospitals/IDs a user is actively using on a weekly basis.
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