Scheduling
Can you reschedule a new patient appt?
No
If a patient needs and appt with a dentist what should you do?
Transfer to the dentist.
At the Family Health Clinic (FHC), if a patient needs to schedule a follow-up appt but their PCP doesn't have anything available, who else can the patient be scheduled with?
Any provider in the same color pod.
Where is the patient's medication listed?
Chart Review
What is the JPS greeting?
Thank you for calling the JPS care team, my name is Neshia (Agent name), how may I assist you?
If the patient is established at VPC and PCP is no longer at the location, how should you proceed?
If established with a PCP reschedule with another PCP if the patient is established with a resident schedule with another resident.
If a caller needs a death certificate for a patient what should you do?
Transfer to Medical Records.
At the Stop Six Clinic (SSC), if the PCP doesn't have anything available who else can the patient see?
A resident.
If the patient is wondering if a doctor has responded to a previous message sent over, where can you find that information?
Chart review, under the encounters tab.
Should you update communication preferences on every call?
Yes, unless it is a third-party caller.
What should you do if the patient needs to schedule a Depo shot?
Transfer to Women's Center.
If a parent calls to schedule four children, how should the appt be scheduled?
Back-to-back appts with the same PCP, two in the am and two in the pm.
Do pediatric patients use follow-up slots?
Yes, but only at certain locations.
Where would you locate lab orders?
Active request tab.
Should you confirm assistance on every call? i.e. I can help with that.
Yes
If an established patient requests an appointment because of a toothache, what appt type should you use?
Same-day appointment.
If a patient has fallen within the past 72 hours, what should you do?
At the Watauga Clinic, who can follow-ups be scheduled with?
PCP only
Where would you locate a patient's previous appts?
Past tab
How many identifiers should you confirm before opening the chart?
3
If a patient not established with JPS was recently released from the hospital what location and appt type should be used?
Ed-Follow up at the Post Discharge Clinic.
If a patient needs to schedule a lab appt, what steps should you take?
Confirm that there are lab orders in the system, and schedule lab appt if lab orders are in the system.
Does a patient have to be established to schedule a follow-up appointment?
No
Chart review, under encounter or media tab.
What is the hold procedure?
Ask the patient if it's ok to place them on hold, quote a 1-2 minute hold time(check back in with the patient if you go over 2 mins), and thank the caller for holding when retrieving the call.