Quality Assurance
What is the percentage weight for Quality Assurance for the schedulers?
30%
What is an Active Request in EPIC?
A request to schedule a patient for an appointment that is generated from a referral
When rescheduling an appointment, what is required in the documentation?
Document the reason why and who cancelled. If other than the pt called, document the name and relationship to the pt in the appt notes and CRM.
How much time can a Level 2 employee potentially work from home when they are good performers and in good standing?
Every day and only come into the office once per month.
How many members are there on the Support Team Currently?
Total 13
What Category on the QA form has the most points?
Verification
What must you correct when it reflects on the Registration Checklist in EPIC?
All items related to insurance that come up as an error such as Guarantor, subscriber, address, telephone number, insurance start and end date, elapsed coverage and PCP.
What is the percentage weight for Appointment Accuracy for the schedulers?
50%
If you are locked out of NCE, who should you call to unlock you.
Call Out Line 203-276-4319 which si Tamika's direct line
Please provide the names of the two new Support Team Members
Ashlynne Lewellyn & Odesa Ysaac
Name all the Categories on the QA form.
Greeting, Verification, Courtesy & Phone Etiquette, Compliance, Appointment Accuracy & HiPPA, Call Handling & Control, Documentation & Self Help, Closing
When did the Contact Center Go Live with EPIC?
February 17, 2025
What members of the Support Team audit appointments for schedulers.
Training Instructors, Quality Assurance Analyst, QA Team Liaison & Quality Associates
If experiencing a system issue that is not able to be resolved, how long do you have to resolve it when working from home.
15 minutes
Name the employee who has the longest tenure between both sites
Kenneth Anderson
How do you build a rapport when interacting over the phone
Like a story book and when the opportunity presents itself
If you wanted to see a patient's full history of lab results, where would be the best place to look?
Chart Review on the Labs tab or Results Review
How many audits were required to be completed for each scheduler last fiscal year that ended in September 30, 2025.
60 audits
Per Stamford Policy what is the minimum amount of time to be eligible for remote work.
6 months
Name the newest employee between both sites
Juan Estanislado
How do you disposition on an inbound call?
The reason for the call
Where can you find the patient's age and date of birth most quickly?
In the patient Storyboard
What is the goal for appointment accuracy currently?
85%
Name all the combined primary tools we daily use at both Centralized Contact Centers
EPIC, NICE, Outlook, Teams, Department's Intranet
Provide the names of the employees that transferred from one Contact Center to another of all time that still work here.
JonNia Toddman Harding
Carmen Cuevas
Odesa Ysaac
Ashlynne Lewellyn