Demographics
When must you verify patient demographics?
For every call, demographics need to be verified.
Telephone Encounters are sent to who?
Nurse Pools
Where do you update the PCP
In the storyboard in Epic under patient care team.
What types of visit types can be scheduled with Dr. Makar?
Office visits, sick visits, Rx refills
What is the difference between an ER visit and a hospital admission ?
ER can be immediate care, as in the Pt was in and out within a few hours.
Hospital Addmission- Pt was admitted to the hospital, more than likely 1 day+
If patient is a New Patient, where do you enter the insurance information?
In the appointment notes.
Patient is calling to request a new prescription that is not on existing / past medication, what do you do
Who should you message when a patient wants a sooner appt?
Nurse Pool.
What is considered a new patient?
Patient who has not been seen with any provider within the past 36 month or 3 years
How many seconds do you have to wrap up after your call? ACW
30 seonds
Can you update patient address/ phone number if incorrect in Epic?
Yes, Edit tap on appt desk.
Patient is calling to report side effects after taking a medication, what do you do
Call the site for guidance, wait 1 minute, if no response send urgent message to nurse pool.
Parent is calling to schedule 3 siblings for physicals how would you schedule?
You can only schedule 2 physicals, not 3
When should you use the CARE DT workflow?
All appointments except Pediatric Appointments/
95% percent adherence
What is the right side of the Appt Desk called
Story board.
Patient calling to file a grievance, what is the process?
Patient to call their insurance,
send message to site leadership.
Patient calling for a physical but also wants to be seen for abdominal pain. how would you schedule?
They need 2 separate appointments.
Who should you contact when you have a question about your personal work schedule
You contact Work Force Management and Submit a ticket.
In your own words, explain why Wellness Center is offered when applicable.
Answer should NOT be based on "getting the Pt seen sooner.". Need the benefit in this type of visit.
How do you check if the parents name are on file for a child?
Pull up and verify Pt, click on their name as if you were updating info. then click on contact info. on right corner.
What site is Mariam Samy located at?
Rialto location.`
How many physicals can you schedule with Dr. Makar?
Zero, Dr. Makar is not a Primary Care Physician.
Under Chart Review.
If a Pt has a pending appt. here, and they call in with additional reasons, what do we do ?
Determine if the symptoms are related to why the Pt was seen at ER/Hospital.
Depending on answer add to notes or schedule a separate appt.