Scheduling
What is the correct way to answer the phone?
Hello, Priority Care Pediatrics, This is ____, How can I help you?
How do you greet someone that walks up to Point?
"Hello, How may I help you?"
A family is calling at 3:01 to check in for their 2:45 appointment, what do you do?
Let the parent/guardian know that they are late for their appointment and that you will need to ask the provider if they will be able to see them, if the provider is not available ask the MOD. (Do not ask the nurses!!!)
How do you greet someone checking out?
Hello, how can I help you?
What do you do when you have an issue with your computer/EMDs?
send a ticket to IT through outlook. pcphelp@talus-systems.net
How many blocks does a set of siblings ages 7 & 14 require for a well check appointment?
2 blocks
What do you do when a 12 month old baby is a few minutes late checking in for their well check but did not complete pre-visit?
Manually check them in, have them sign a financial waiver, send the stand-alone links for ASQ & SDOH.
You are checking Emomeds in the morning and see that one is showing inactive, what do you do?
Look on gateway to see if they have any other new insurance, if unable to locate a new insurance, call the family to notify & see if they'd like to be self pay or cancel/reschedule their appt.
A patient would like to buy some tylenol, how do you take the payment?
Using the I-pad with your own log in.
What are some of the things you all should be working on in your downtime? (Name at least 3)
Well Check lists, returned mail, penguin raft fees, Phreesia icons, Litmos courses, Taskman messages, New patient paperwork in Updox, Asthma registry.
If a provider is going to be out & you need to reschedule an appointment, what is a step that you need to do after the appt has been rescheduled?
A parent drops off a medical records request for us to get their medical records from their old office. What do you do?
Initial the form, Scan the form into their docman & updox, fax/email the form to the old office, & log note.
A foster dad is checking in a patient, the patient is not new to us, however the foster parents are new, what do you do?
Get new guardianship paperwork, have them fill out a new pre-reg form/alt care form, have them sign the waivers, get new ID's.
A patient needs to come back for their 2 week well baby check, but there are no ADV's available in that time frame, how do you schedule them?
Schedule them in an OPEN.
2 in the am, 2 in the pm
A PCC patient calls in, after using the Symptom Screener the outcome is to get a message to the nurses. What do you do?
Transfer to the PCC team.
A patient walks in to check in for their appointment & you notice they are at the wrong location, what do you do?
Let them know that it looks like their appointment is at another location & that they can head there & you will notify the other location. A note in the appointment should be made as well.
A family is needing to be self-pay for their appointment, however they are not wanting to pay in full, they'd like to be on a payment plan, what do you do?
The family will need to pay in full, if they are unable to, the appointment will need to be canceled and/or rescheduled.
What do you go off of when scheduling the 18 mo WCC?
6 months from the last Hep-A shot
A rep comes in to drop off business cards and/or samples, but they would like to talk to a provider as well. What do you do?
Let the rep know you can take their business card/samples and give to the providers, but unfortunately all providers are busy with patients right now.
What should you be checking when you are about to schedule an appointment for a patient?
The Patient "Type", their alert & their appointment history.
What are some of the main things you should verify when checking a patient in?
Address, Phone number, Insurance Card, Updated ID, Primary Care Provider, Alt Care Form/Guardianship paperwork if not the parent.
What do you do when checking in a new baby that has not signed any waivers?
Bring the patient back to your registration, go over and have them sign the Financial waiver, HIPAA waiver, Universal waiver, & Self-pay waiver. Scan their ID's and insurance cards. Collect a copay if their insurance states they have one.
A patient was seen for a sick visit & needs a school excuse note stating that they can't return to school for a couple more days, what do you do?
Take it back to the nurses/provider that seen them to make that note for them.
What age can not be scheduled on Easy Care?
less than 8 weeks old.