Resources
What resource provides you with detailed information about other clinics, physicians, and scheduling workflows?
The Hub
First and Last, Date of Birth, and Address are examples of what?
Identifiers
Your title at UCHealth is a CCRA, what does CCRA stand for?
Contact Center Representative Associate
True or False:
It’s acceptable to use abbreviations in a patient’s chart if most people would understand the abbreviation.
False:
We should never use abbreviations unless they are already shown in Epic, such as "AMC".
What AI software is used to ensure you get your points for your calls?
CallMiner
To find a word/symptom on the Red Flag list, click on CTRL + what letter?
CTRL + F
Address, Phone Number, and Insurance information are examples of what?
Verifiers
What is a Guarantor?
The person responsible for the payment of the visit or service
If a patient's appointment is scheduled for 11:00am, when is the patient considered late?
11:01am
What are the 3 Soft Skills CallMiner looks for?
Ownership, Politeness, Compassion
RTE Real Time Eligibility
In EPIC, where should you look to determine if a patient has a completed appointment in your clinic?
Past Tab
What is a Red Flag Symptom?
What is the turn around time for a Normal Priority Triage?
1-2 Business days
24-48 hours
What are the Action words to alert CallMiner that you are about to transfer a patient?
Transfer/Transferred or Connect/Connecting
What resource can the patient access to schedule their own appointments, send messages to their drs, and pay their bills online?
My Health Connection
When terming Insurance in EPIC the what is the shortcut that we use to choose the correct last date of coverage?
ME-# (However many months)
What is a Subscriber?
Person that is the Policy Holder of the insurance
What is the turn around time for a High Priority Triage?
Same Day before end of Business
RLP an example of the 4 piece Call Introduction
Greeting, Branding, Name, Offer Assistance
What resource do you navigate into to find tip sheets, roll outs, and cheat sheets?
The Patient Line Library
When rescheduling an appointment for a patient, before scheduling, you should do what on the Book It screen?
Re Run the Decision Tree
X off of the Visit Card
UCHA, CUMedicine, and UCHMG are the three types of what?
Billing Entities
True or False:
When documenting in a triage message the person you spoke with, we must always document the patient's name.
False:
We would document the name of the person that called, whether the patient or their representative.
RLP an example of a Confirm It
Confirm Appointment date, time, check-in, provider name and title, reason for visit, clinic name
and location