Primary Care Messaging
This pool is where you would send a request for scheduling a BP Check
Ancillary Nurse Visits - Front Desk Pool
Patient calls in with symptoms of sore throat, body aches, & headaches for 2 days, requesting to be seen. Patient speaks Spanish only. How do you proceed?
PC Extended Visit while following Acute scheduling protocol. If nothing available within 24 hours - Message to Front Desk
What is the time period a Hospital Follow Up must be scheduled within?
14 Business days > if outside > schedule First available while sending HP message to Nurse Pool
Patient has not had a bowel movement in 6 days, with intermittent abdominal pain. Patient states he will try something OTC but wanted to let NP Kimball know. How would you proceed?
TRIAGE - (even if symptoms are downplayed)
Patient was in car accident last month & forgot to schedule her MVA follow up. She doesn't have any of the claim information handy, but she wants to be seen today. How do you proceed?
Advise the patient you are unable to move forward with scheduling until that information is available.
This message pool is where you would send an Acute Message request when a patient has symptoms, declines appointment, wants recommendations or medications. Speak to clinician.
Nurse pool!
Patients PCP is NP Pack, last seen by NP Doyle (within 3 years). Has not seen NP Pack. How do you proceed?
PC Extended Visit with provider accepting New Patients (Not NP Pack)
Patient called as they received a text regarding their upcoming appointment, advising they would like to reschedule. How do you proceed?
Assist the patient with their request, while also documenting on appt comment lines/Practice Leadership Reporting Chat (Template) with update.
Patient calls in with concerns of nosebleeds with a duration of 15m a few times a day, for 2 days. How would you proceed?
Acute Scheduling Protocol
Patient's mother is calling in, not on HIPAA. She would like to refill several of the patient's medications & ask questions regarding the patient's recent appointments. She does not know the name of the medications, or even the patient's PCP.
Ask the caller to please have the patient call in themselves with the necessary information, in addition to ensuring updating HIPAA forms at next visit.
Patient saw Dr. Ma for an acute, however PCP is NP Kimball. Dr. Ma ordered imaging, the patient is calling to check results. What pool will you send this message to?
HOME LOCATION - PC Elkton TEAM A
Patient's PCP does not perform GYN/PAP visits. How would you schedule?
Schedule GYN/PAP visit with provider at HOME location that performs those visits
What is 1 approved reason to call the practice?
-Triage
-Critical/Stat Labs
-Abnormal lab results/not given approval for AC to relay
-Pt is at facility & needs updated lab order faxed over
-MA contacted pt, no detailed message in chart
-Pharmacy calls for clarification (no blind)
-Provider/Facility calling regarding a patient
Patient calls in with concerns of Hives, advising she is having increased issues with swallowing. Declines other symptoms at this time. How do you proceed?
Triage - Swallowing concerns with Hives
Patient calls in advising they need a DOT exam completed ASAP & cannot get an appointment at PIVOT timely.
Unfortunately, we do not eval/treat for work-related injuries. Ask patient to reach out to:
-Employer's referring provider
-Contact insurance company for recommendations for DOT certified providers.
This message pool is where you would send your message regarding ED/Urgent Care Follow Ups
MA Pool - HP!
Patient's Annual with NP McMillan was rescheduled due to provider availability; the patient wants something sooner. What do you do?
Schedule first available appointment - ADD TO STANDBY
Patient is calling as their Rx Request has lapsed 3 business days. How do you proceed?
Start escalation process - Send HP to MA pool advising the concerns. if no response after 2 business days, please add to escalation log.
Patient calls in with concerns of new onset of severe abdominal pain, body swelling, & spotting. Patient is 28w pregnant. How do you proceed?
OBGYN IS FIRST POINT OF CONTACT!!
If unavailable to reach/contact OBGYN; TRIAGE.
Patient is calling to schedule a visit to complete EKG. EKG was ordered by PCP; How would you proceed?
Pre Op related EKG - will be scheduled as Pre-Op while documenting EKG needed on comments.
If not related to Pre Op - Refer to hospital as Walk-in.
What pool do you send messages for initial Paperwork/Forms/DME requests, then for status?
Initial: MA Pool
Status: Front Desk Pool
No available PC PEDS New Patients appointments within 30 days. How do you proceed?
New Patient Appointment Request Queue is only for Adults - They can call back to check for availability.
Lawyer office calls in requesting records. How do you proceed?
Refer caller to Verismo
Patient calls in with concerns of swelling of legs, numbness, & her feet looking a strange color. How do you proceed?
Confirm the color reported - especially if abnormal color - TRIAGE
What procedure appointment can the AC schedule?
GYN/PAP
PC Procedure Long / Visit Reason: GYN/PAP