Communication
& Etiquette
& Etiquette
Tone of voice used for clients who cannot hear well
What is a low tone/Batman voice?
Every caregiver must provide this after seeing any client
Document completed during a new client's first call
What is the "New VA Client Checklist?"
Platform used to manage client and caregiver schedules
What is WellSky Personal Care?
How much of David's money can we spend without asking him?
$50 MAX.
The phrase used to describe one office manager sending an incoming call to another office staff member
What is a Warm/Attended Transfer?
Protocol for retrieving overdue paperwork (TS, Files, etc.)
What is a paper check?
Contact for client or caregiver emergencies or major concerns
Who is the VA State Director?
Tool used to send and sign documents electronically
What is DocuSign?
This agency should be contacted if a client is unresponsive (to office calls, scheduled visits, etc.), and what the office will be requesting
What is the non-emergency line in their specific city, and for a Wellness Check?
This is included on each email that is sent out
Email Signature
When shifts are disappearing from the schedule
What is an expired authorization?
A caregiver cannot go to work because their client is in the hospital/in rehab. The reason for this:
What is the VA paying for the hospital stay/bill?
Explain use of "Print to PDF"
What is a quick way to save/separate a specific (set of) document(s) from another? What is a way to save documents? *or in other similar words*
This must be done in order for a new caregiver to be paid (2)
What is adding orientation shift to WellSky and sending Tax Forms + DD Form to Executive Assistant on Fridays EOBD/ASAP?
A caregiver calls out and tells you their personal situation regarding their health. You insert all of this information into the Main Work Group Chat. You have committed a:
What is a HIPAA violation/breach of caregiver privacy?
The six main colors/shift statuses that will be used
What are Blue (Scheduled), Green (Complete), Yellow (In Progress), Purple (Open), Orange (Cncl by CG), Grey (Cncl by Client)?
Many caregivers complete this section of the Form VA-4 incorrectly
What is being exempt from taxes in VA?
Zingage rewards the caregivers for (5)
What are clock ins/outs, birthdays, work anniversaries, timeliness, and attendance?
Prohibited behavior for staff, including during lunch breaks (excluding Company/Team Building events, and occasional celebratory meetings)
Consumption of illegal drugs and/or alcohol
Term used to describe if: A client calls with a concern regarding their bill for services that they have received in the mail.
What is an Escalation?
Protocol for handling caregiver callouts after hours
What is being paid for working, as long as the time put in was actually worked? We <3 work life balance.
Combination of acceptable documents for the I-9 Form
What is List A or B and C?
The wifi is not working, your computer is glitching, and your printer is not working. Explain proper protocol
What is solo troubleshooting, turn off/reset router, turn off/unplug computer, turn off/on or unplug printer, inform VA State Director, await further instruction? Something along those lines.
Protocol that will ensure you receive shift documentation and remain in compliance with state laws/VA regulations (3)
What is 1.) Clock in/out using WellSky, and sign electronically. 2.) Clock in/out using the Telephony system. 3.) Collect accurate weekly timesheets.