Provider Knowledge
What age does Dr.DeTorres start seeing kids?
What is the appropriate way to confirm the appointment just schedule?
You have been scheduled on "date, time, location, with provider name" is there anything else I can help you with today?
If a patient asks if we accept BCBS, what is our response?
To help further assist, what plan with BCBS do you have?
What should you do before ending any call?
Thank the patient for choosing us
When was ENTPSA founded?
1958
Who is our skin cancer specialist?
Dr.Spector
What is our no-show/ late cancellation policy communication?
If you need to cancel or reschedule your appointment, please allow at least 24 hours' notice prior to your appointment or a $50 fee will apply to your account.
What is a guarantor and when should we obtain?
Whoever is financially responsible for the minor, all minors
It's a best practice to check in with the caller every 2 minutes while on hold, to reassure them that they haven't been forgotten and maintain a positive patient experience.
How many providers do we have?
25
What is Dr.Jadidian age preference?
18 and Over
What is the communication to the patient requesting to speak to a manager?
I understand that you are seeking to address your concerns with a manager. To ensure that I connect you with the appropriate person who can effectively address and provide solutions to your concerns, would you kindly provide me with a brief description of the issues you are facing? Please allow 72 hours for review and follow up from a manager.
What details must always be verified from an insurance card?
Name, payer name, member ID, group number, and claims address!
if a family member calls for patient results, what should you do?
Check if the family member is on PHI
How many TOTAL providers do we have?
4
Who is the neurotologist that requires a referral and What is his scheduling process?
Dr.Patni! Patient must have records from a specialist faxed over to be reviewed by his scheduler Layla. Layla will write approval on sticky note.
When a task is placed, what is the turnaround time for clinical to respond?
24 hrs
True or False: it's ok to guess the spelling of the patient's name if you are in a rush?
False! (you shouldn't rush any call with patients)
What is the most effective way for a call center agent to maintain call control while still providing excellent patient service?
A) Interrupt the caller frequently to keep the call short
B) Use scripted responses without deviation
C) Ask focused, open-ended questions and guide the conversation with empathy
D) Place the caller on hold if they talk too much
C) Ask focused, open-ended questions and guide the conversation with empathy. Effective call control is about guiding the conversation professionally and empathetically using open-ended but focused questions help gather necessary information without making the caller feel rushed or dismissed.
What manager is for what office?
ENTPSA Medical Office Managers:
Winter Park and Altamonte: Yulissa Gilliam
Michigan, Winter Garden, Lake Nona: Laya Elkhatib
- Clinical Support:
o Winter Park: Alexis Mason
o Michigan, Winter Garden, Lake Nona: Karina Mendez
o Altamonte: Gina Cruz
Which provider should we schedule with for hoarseness?
PA's
True or False : We can send a physical paperwork to a patient's email.
False
If an Est patient calls to make an appointment and during verification you noticed they have an HMO insurance, where should we be looking?
Check if the patient has a valid approval in attachments or insurance tab under authorization?
When dealing with an angry patient on the phone, what is the BEST initial approach for the call center agent?
A) Immediately transfer the call to a supervisor
B) Let the patient vent while actively listening and acknowledging their feelings
C) Interrupt the patient to correct their complaints quickly
D) Put the patient on hold until they calm down
B) Let the patient vent while actively listening and acknowledging their feelings. Allowing the patient to express their frustration while the agent listens actively and empathetically helps de-escalate anger and builds trust before moving toward a resolution.
if a patient calls asking for the price of their ENT visit, what should we do?
check Eligibility if they have a copay but if they have a co-insurance it depends on the appointment