Link and Unlink
Why do we use the link and unlink process?
We use the process when a patient belongs to a different site or facility
What is important to ask at the beginning of an inbound call to be able to help out the caller?
Ask for site ID
True or false: When we unlink a patient our notes must include only patient name
False, it must include patient request id and name
On Ehub if we can't locate the service facility what can we use instead to know where the patient belongs?
We can use Billing address information
When we link and unlink to another phone team site our actions and next actions should be exactly the same as our original site? yes or no
Yes, they should look the same
What is the password for our uploading portal
secure62
When linking to an OS or RRS site what should our action and next action be?
Action: Follow up
Next Action: Follow up
When we discover that the patient was seen at a different location, what can we do to try to find if the location is open or to get a good phone and fax?
Google search
If a provider states not my patients, what information should we try to get from the provider before finishing the call?
We can ask if they know where the patient may have been seen and try to ge an address and phone number for that location
Yes or no, is inbound call process that different from outbound calls?
No, they are quite the same
True or false we must send an email every time we link and unlink to an RRS site
True, we do send an email every time we link to an RRS site
If we are unable to locate any information related to provider or last DOS for patient treatment on EHUB what are our other two options to research?
Speedweb and CRM
True or false: We can link to a Careplus site
False, we should never link to a Careplus site
What else can you ask to the provider if they cannot find the site id?
Request id, address, fax, phone
What must we include on the emails we send out for market to notify them that we moved patients to their sites?
Screenshots of site information, screenshots of claims and you can include screenshots of your notes
On Cotiviti if we ever find out that there are not matching sites using the address where the patient was seen what should be our next step?
Create a new site using unlinked patients
When we create a new site to link the patient should we always change the retrieval method to phone team and put it under our name? True or False
True, we should always do that
If you ever receive an inbound from an OS site what is the action and next action?
Action: PT inbound call OS site
Next Action: PT inbound call OS site
What information do we use to locate our unlinked patient on our site list?
A) Patient name
B) Provider name
C) Address
B) Provider name
Do we ever treat fax verified on non-official website as verified faxes? Yes or No
No, we always verify fax on official websites