Scheduling
How many minutes are COMP/New Patient/TCM/AWV appointments slated for?
What is 40 minutes
Who is our HIMs Specialist and Referral Coordinator?
Who is Makayla Russell and Alexis Harris
How can patients find out what events are happening at CenterWell?
What is they can stop by the center and get the monthly calendar or have their email added to the distribution list to have Emily send it out to them when the new calendar is available.
What is the difference between a Medicare Advantage Plan and a Medicare Supplement?
What jellybeans should you check every day?
What is your T and D jellybeans?
A married couple comes in and would like to establish care. They would like to be seen on the same day. How is the best way to schedule those patients?
What is
1. Schedule the patients in overlapping New Patient Appointments with the two providers (i.e. the wife at 10:00 AM with Kristin and the husband at 10:20 AM with Dr. P)
2. Schedule both patients back-to-back with the same provider by overriding a COMP slot and changing it to a second new patient slot.
From the patient hub, where would you go to find information regarding an outgoing referral to a specialist?
What is navigate to the referrals tab on the left hand side and select outgoing referrals, then select from the list.
Who is the CIT Team?
What is the Care Integration Team
What is the difference between a deductible and a copay?
What is a deductible is a specific amount of spend a patient has to meet at the beginning of the year before their insurance starts covering the cost of care. A copay is an amount the insurance carrier requires a patient to pay for a specific visit type. There will be a specific amount the patient is required to pay to see their PCP, a specialist, or at the ER.
A patient calls in requesting a medication refill. What do you do?
What is
1. Determine if the patient has contacted the pharmacy to electronically send a refill request & check the patient documents to ensure we have not received one.
2. Use the medication refill template in eCW to create a TE and answer all the questions.
3. Assign the TE to the MA bucket and let the patient know that we will take care of it shortly.
If a patient would like to be seen virtually, what do you need to do to schedule that appointment?
Where should you look in the chart if you are following up on if medical records have been received?
What is the patient documents, either in the Previous PCP Records or under Referrals. If the records were sent recently, you can also check the fax inbox in the D jellybean.
Who is our Community Engagement Professional (CEP)?
Who is Melanie Harris
Name the 8 major insurance plans accepted by CenterWell
What is
1. Original Medicare
2. Aetna
3. Alignment
4. Cigna
5. Devoted Health
6. Humana
7. United Healthcare
8. WellCare
Explain the difference between MD, DO, PA, and NP
NPs and PAs (also referred to as Advanced Practice Providers or mid-levels) stand for Nurse Practitioners and Physician's Assistant (or Associate).
NPs typically go to nursing school and obtain their BSN-RN (bachelors of nursing) and then get a MSN (Masters of Nursing). PAs can have an undergrad degree in any field, but do have to complete pre-med prerequisites, such as bio, chem, anatomy, etc. and then attend a master's program to get their PA.
PAs and NPs can fully assess, diagnose, and treat patients and have full practicing privileges to prescribe medications, order imaging and referrals, interpret results, but they are supervised by a physician who they can rely on to ask questions or provide guidance if needed.
A patient calls in requesting a same day acute visit. What is the Standard Operating Procedure (SOP) for getting this patient scheduled into an acute visit?
What is utilize the acute visit TE template to gather some additional information about the symptoms and length of time the patient has been experiencing this issue and assign to the MA bucket. Let the patient know that we are sending it to the MAs to review, they will evaluate the patient's symptoms, discuss with the provider, and contact the patient with a plan or schedule the patient in an available time slot.
From the patient hub, where would you go to find information on a referral for a CT scan?
Why does CenterWell host activities and events?
What is CenterWell engages with the community for various reasons, but the overall idea is that we can uncover and address educational, social, and resource barriers by engaging with our seniors outside of the exam room.
For example, a patient with cardiovascular disease is on a limited income and has no idea how to cook healthy food. That income barrier and knowledge gap may not come up in a conversation in the exam room. When the center hosts a budget friendly, heart healthy cooking class, the senior may attend. We have already taken steps to address their knowledge gap by teaching them some heart healthy recipes and substitution tips, but the senior may also feel more comfortable sharing their income concerns with their peers and they may teach each other tips and tricks or a CW associate may hear and is able to provide them with community resources.
What is a PCP Change Form and why do we have patients sign them?
What is a form that alerts the patient's insurance company that we will be the patient's primary care provider, thus "aligning" the patient with CenterWell. We have patients sign them because we are an Accountable Care Organization (ACO) and CenterWell gets reimbursed for keeping patients on our roster healthy, engaged, and out of the hospital.
What forms does Dr. Pederson like to look at from the new patient paperwork?
What is the Provider History Form and the New Patient/AWV Questionnaires
Which Resource Schedule is a spirometry appointment scheduled on?
What is the ancillary schedule
What steps need to be taken if Dr. Pederson asks you to request records on a patient outside of their new patient appointment?
1. Check the actions to see if an existing action is open for the patient.
2. Check to see that we have an ATR form on file with a signature < 30 days old
3. Send ATR and fax cover sheet to practice listed
4. Create action and send to HIMs, Patton Ave
What types of resources does the CIT team provide for CenterWell and our patients?
What is the team is comprised of social workers, behavioral health professionals, and nurses. They assist in identifying patients in need and connecting them with additional resources, high utilizers and frequent flyers at the hospital, and TCM follow up.
What is the difference between a PCP Change Form and a Voluntary Alignment Form?
What is our 2025 patient panel goal and how can you help us meet it?
What is 335? Front Office can help assist in meeting that goal by getting updated PCP change forms so the patients we do see, we get credited for and providing excellent customer service to make sure patients want to keep coming back.