What is recognized by Kaiser Leadership as the universal key to member retention with Health Care Reform coming?
Customer Service
100
Who orders NUID labels for receptionist’s deposits?
Supervisor/ADA/DA
100
How do you determined the retirement date for the MSPQ (Medicare Secondary Payer Questionnaire ) screen if the person can not remember the date of retirement?
Use the Medicare Part A start date.
100
Where do you go to print information from past receptionist meetings?
Voices
200
WHAT IS A DEPARTMENT BUDGET
PAYROLL, NONPAYROLL, MONTHLY VARIANCE
200
Who’s responsibility is it to communicate wait time to the member if they have been waiting for 15 minutes or more?
Everyone! All staff are responsible for communicating and working within their department to establish an effective communication process
200
What needs to be done with cash drawer throughout the day to stay in balance?
Smart balance
200
If the visit is a work related injury visit where do you flag in healthconnect?
Under COB/TPL/WC Visit Indicator on Healthconnect Tree.
200
What survey is done each year where you can " let your voice be heard"
What is the appropriate response to a member requesting an appointment time that is not available?
Provide alternatives, apologize and work with the member
300
What information is required when completing non same day refund request forms?
Reason for refund, MRN ,patient name, manager signature, date of service and receipt from Health Connect & KPCS(Vault)
300
Name two questions you are to ask the patient at check-in?
Can I have your Kaiser card and a picture ID?
What is your current address and phone number?
Is this a visit due to a work related injury?
Is this visit related to a third party injury claim?
Do you have insurance beside Kaiser?
300
If you are having IT related issues how can you submit a ticket other then by calling the help desk?
Voices, and go to IT Self Service
400
WHAT IS A SMART GOAL
BY DECEMBER 1, 2013, THE SERVICE DBT WILL INCREASE THEIR RECEPTION ASQ SCORE FROM 93.2% TO 97.1%
400
“Dr. Wolf is an excellent physician that is very knowledgeable about her patients.” This is an example of what?
Managing Up
400
What waive reason are not to be used in MOB?
Transfer to another hospital and return to ED within 24 hours
400
Do you waive the copay for a Kaiser member if they have Medi-cal with a Share of Cost?
No, collect the copay and fax the information to Gary W Ballantoni at x2380, so he can update the share of cost on the Medi-cal web site to reflect the right share of cost balance.
400
At Kaiser Woodland Hills, how many members are we projected to grow by in 2014?
A. 1053
B. 3489
C. 3
D. -138
E. 856
500
WHAT IS A DBT
Department Based Team.
ALL STAFF PARTICIPATE IN DEPARTMENT WORK
500
What is the best way to deal with and provide service to an upset member who has approached a receptionist?
Be empathetic
500
What options are offered to member if they insist on getting billed?
MFA, partial payment, pay-in couple days, call family member and speak with management
500
What is the waive reason for financial hardship?
Patient has MFA.
Patient has letter showing they met Max out of pocket expense for the year.
If requested by Department Administrator.
500
At Kaiser Western Ventura, how many members are we projected to grow by?