Scheduling Protocols
An established patient calls in with urgent symptoms but after being recommended to go to the ER the patient refuses the ER recommendation.
What is: New Symptoms (non post op) Keona
A patient PCP office called to request a copy of the last patient office visit notes.
What is: Medical Records Keona
A patient calls in with a Post Op complaint/ symptom.
What is: Procedure Keona - Internal Option "Post Op Concern"
A patient is calling about the cost of their upcoming procedure.
What is: Procedure Keona or Billing Keona (both acceptable)
A vendor calls in to speak with a site manager.
What is: Non-Patient Calls - Internal Option "Vendors"
A patient calls in to schedule an appointment for Kidney Stones, but there is no opening in the 6-day scheduling window.
What is: Appt Request - EP (Non-Urgent)
A patient calls in complaining that their catheter is not draining.
What is: Catheter Problem Keona - internal option "Catheter not draining"
A patient calls in to request a medication refill.
What is: Medication Keona - Internal Option "Refill Request"
A lab is calling in to request a prior authorization for a patient's MRI order.
What is: Lab & Radiology Keona - Internal Option "Prior Authorization"
A doctor's office because they received a fax from us with patient information for a patient they do not treat,
What is: Escalation Keona - Internal Option PHI Concern
A patient calls to reschedule their post-op appointment, but there are no available post-op appointments until after the patients Global Period Expiration date.
What is: Appt Request EP (post-op) Keona
A patient calls to request FMLA/ Disability paperwork
What is: Paperwork Request Keona - Internal option "FMLA/Disability"
A patient is calling to verify if they need to do a repeat PSA lab. They just got a PSA done with their primary and they want to know if our provider is okay with the lab done at the PCP office.
What is: Lab & Radiology Keona - Internal Option "Question about an order"
Patient calls in with a complaint about their provider.
What is: Escalation Keona - Internal Option "complaint"
A patient wants to follow up with their usual provider specifically to discuss follow up plans of care.
What is: General Question - Follow Up Recommendation
A patient calls to schedule an appointment for a UTI but there are no appointments available same day or next day.
What is: Appt Request - EP (Urgent Sx) Keona
A patient calls in to request a copy of their ultrasound results.
What is: Medical Records Keona
A pharmacy is calling in because they received a prescription that has a reaction to the patient's other medication, and they want to confirm with the provider if this new medication is needed.
What is: Medication Keona - Internal Option "Question or clarification"
A patient calls in asking for a prior authorization on their Gemtesa.
What is: Medication Keona - Internal Option "Prior Authorization"
A patient's home health nurse is calling to speak with a provider about the patient.
What is: Provider (non-hospital consult) and Medical Facility Call
You have referred an established patient to the ER, but the criteria does not indicate that you should call 1400 for a physician's notification.
What is: General Patient Update (update/follow up) Keona
A patient is calling to check if we received a fax their PCP sent us.
What is: Paperwork Request Keona - Internal Option "Checking a fax"
A patient is calling in because they have moved and need to transfer to a new office location with a new provider.
What is: Transfer of Provider keona
A patient calls in to let their provider know they were in the hospital over the weekend and were given a new antibiotic for a UTI. The patient does not want an appt.
What is: General Patient Update Keona - Internal Option "Patient Update/ Follow up"
A patient is threatening to hurt themselves.
What is: Escalation Keona - Internal Option "Threat of Violence or Harm"