Green
What is the Greeting when answering phone?
“Thank you for calling UTMB ____. My name is ____. May I have the patient’s name and date of birth?”
Why is it important to ask, "How can I assist you?", first before verifying demographics?
Ask before verifying demographics to ensure the call is not an urgent or high priority call.
Why is it very important to make a great first impression when answering calls?
First impressions are always important in any situation. When an employee makes a good first impression with a patient, they are more likely to be a patient with UTMB for the long run.
What do (QA) stand for?
Quality Assurance
Why is it important to ask,“May I place you on a brief hold for about two or three minutes to schedule your appointment?”
This helps the PAS to avoid after call work and finish what they need with the patient.
Why is it important to confirm patient primary care provider in patient chart?
To confirm patient care team is updated this can help you to identify misunderstandings and answer questions and help with an HMO insurance plans.
Why is it important to ask patient, "Do you still have ___ insurance?”.
Patients are always changing Insurance companies. By asking if their insurance is still the same helps UTMB bill insurance companies.
Why should we ask, “For your security question, what is your mother’s maiden name?”
This is a security question help confirm if it is the patient on the line. If patient is not able to remember other demographics.
After confirming the call is not an urgent call, what additional information will you need from patient?
demographics
What Demographic information will you need?
Address, phone Number and Email address
Why do should we ask patient, “What is the reason for the visit/ message/ request to speak with medical staff?”
To identify urgent/ high priority calls, we must ask for the reason (symptoms) of these types of requests.
A patient is not always aware that their symptom is urgent, so we may need to inform them and offer nurse triage.
What is the High Priority Guide for?
The high priority routing guide is a tool used, by a PAS, to identify if a patient’s symptom or concern is high/emergent. The guide will help a PAS determine if they should follow the high call routing guide.
Even if you specifically cannot help them with what they need, assure them you will reach out to someone who can help them. By saying what?
“Sure, I can assist with ___”
Why is it important to confirm patient number for texting?
So, patient can get appointment reminders, referral reminders and even mychart message alerts.
What is a Cold Transfer?
Cold transfer: the agent transfers the caller to another agent without speaking to that agent first
What is a Warm Transfer?
Warm transfer: the agent will speak with the appropriate agent before they send the call to them.
Why is it important to recap the appointment?
“I’ve scheduled the appointment for _________ with your doctor.”
To confirm the appointment that was set if correct and patient is agreeing to visit.
Before ending the call, what should be asked?
“Is there anything else, I can assist you with today?”
How should you hang up a call?
“Thank you for calling. Have a good day.”
Any behavior done to avoid receiving, answering, or handling calls. Is called what?
Call avoidance
Provide 2 suggestions for handling a difficult caller?
Listen actively and acknowledge the problem exists.
Blameless apologies.
Before the conversation ends, summarize the action plan.
Always thank the caller for calling and bringing his/her concerns to your attention and to the attention of the clinic.
True or False: We do not disconnect any calls from a patient who is being rude, obnoxious, and has resorted to profanity.
False: If patient as resorted to this inform the patient. “Mr. Nicer, I am unable to continue helping at this time. Thank you for calling.”
When transferring a call, what should be said?
“Allow me to connect you with ___”
Give 2 examples of call avoidance?
Ex: Transfer to another clinic and stay on the line.
(Trainer decides if correct)
How long should you place a patient on hold?
2-3 min
If necessary, you can place them on hold again, but you must repeat these steps each time.