Metrics
True or False:
Metric sheets are designed to put the power to track your metrics in your hands.
TRUE
15%
What time can I expect a callback about my Dr.'s note from earlier today?
Typically completed during the visit.
If not requested at the visit, the clinic will prioritize fulfilling the RX ASAP.
True or False:
When scheduling an acute appt, you should first attempt to schedule the patient with their PCP?
TRUE
(if unavailable, the next best would be another PCP at the same clinic if possible)
True or False:
It must be the patient on the line in order to send to NT?
FALSE! The caller can be transferred to NT to help assess the patient and ensure their safety.
What is the hummingbird KPI goals for adherence and quality?
Quality-85% or greater
What are the 3 requirements when placing a patient/caller on hold/transfer?
-Clearly communicate the reason for the hold
-Thank the caller for holding when returning
-Introduce the new specialist/other party that is on the line before warm transferring.
I called yesterday about my prescription, and Dr. Coke sent it to Walgreens, and it should have gone to CVS. How long do I have to wait for this to be corrected?
Prescription refills can take up to 3 business days
What is the first thing specialists should do if a patient is returning a call from Nurse Triage?
Check the CRM documentation to know what to do and follow the steps listed there.
What is the first red word under the "Pregnancy" Category?
Cramping while pregnant
What are the 2 metrics that are tracked for your quarterly bonus?
Average quality scores
Average logged in ratio
-Remain professional and polite
-Use the caller's name
-Attempt to build rapport
My job faxed over FMLA papers for my doctor to complete yesterday, how long does it take for this to be completed?
FMLA Documents can take up to 7-10 business days
True or False:
We can reschedule a missed appt AFTER they have no-showed.
FALSE-we must leave that appt and create a NEW appt. The previous missed one is considered No-Show
At what temperature is an adult fever considered a red word?
104
(or 100.4 for more than 5 days)
According to your metrics sheet, what is your supervisor's goal for our team for quality and adherence?
Quality-90% or greater
Adherence-85% or greater
What does the quality team define "Soft Skills" as?
Effective, compassionate, and professional communication which is essential for delivering an exceptional patient experience and during a phone call, these skills are measured by how you build trust, foster connection, and create a positive, reassuring atmosphere in every interaction result in customer service scores.
I called yesterday about getting a letter from Dr. Yang stating I am on oxygen and it is a requirement in case the power goes out I can be on the priority list? When can I come to pick up the letter?
7-10 Business days
TRUE OR FALSE:
According to KMS, specialists are permitted to confirm if a patient was seen on a specific date/time, even if they are not on the DPR?
TRUE
(although we are NOT permitted to release the reason for the appt or services received)
TRUE or FALSE
Diarrhea is a RED WORD
False! This is a PINK word
According to powerpoint I sent on 4/9, our team increased our quality scores from what (in Feb) to what (in March)
Went from 88.8% to a 91.33%
(Because you all are AMAZING!!!)
In order to score full points for "Wrap up", what 5 points are required?
1. Provide accurate information
2. Communicate turnaround time when follow up is needed
3. Recap key actions taken and all appt information
4. Follow all required protocols
5. Close the call;offer addtl assistance and thank the caller for calling/choosing Cone Health
I called this morning around 8:30 and now its 1:45 and I haven’t heard anything about my message to Dr. Pepsi about my Zepbound prescription we discussed on yesterday. I was advised that it would be sent to the pharmacy yesterday and nothing has been sent to my pharmacy. Can I please have someone call me back about this today. What time can I expect someone to call me back?
Before 3:00 PM: Call back by the end of the day.
What is the first step in the workflow for scheduling a diabetic eye exam?
*USE KMS!
Make sure the patient has a note or letter indicating they are eligible to schedule the exam.
OR
In the contact hub, enter visit type 8000 and click book it.
(I will accept either answer, this was a trick question!)
What is the SUBcategory that throat tightness falls under in the Red Word page on KMS?
Difficulty Swallowing