Front Desk Processes
Acceptable double identifiers
What is patient's name, DOB, assigned identification number, telephone number, address?
Allscripts EHR is linked with this system to process referrals
What is RMS?
Transfer call do not place patient on hold
What is the live call process?
Time keeping system that is used throughout the organization
What is PeopleNet?
Self-evaluations that are not required, but highly encouraged
What is PDR?
System utilized by the patient for Telehealth Visits, communicating with office, requesting medication refills, view lab results, etc.
What is the Patient Portal?
Timeframe for a STAT referral
What is same day?
All urgent and non-urgent calls need to be documented where
What is a Medical Compliant task in the Allscripts EHR?
PTO that is requested at least 30 days in advance
What is PTO requests of 1 day or less?
Name someone in leadership at the Clinic level
What is Medical Director, Regional Manager of Operations, Physician, Center Admin, Assistant Admin?
Number of calls required when attempting to confirm a patient's appointment.
What is 3 calls?
A system utilized for logging surgeries/procedures
What is FOCUS?
Name three Live Calls
What is chest pain, shortness of breath, slurred speech, abdominal pain, slip or fall, anything a lay person would find urgent?
Our internal portal for all benefits related items.
What is Workday?
Multiple processes that are followed in the centers that assist the organization in caring for our members
What is secret sauce?
Annual updates at check in
What is annual update form & scan insurance card?
Explain the CNR process
What is a report to identify consult notes/reports that have not yet been received from the referred to provider; DME, Radiology, HHC or specialist’s office?
A tool that is utilized by the nurse to assist them in documenting that they have exhausted all attempts to get a patient into the office to be seen for their urgent medical complaint.
What is the screening pyramid?
Our internal ticketing system for assistance from IT for a variety of IT service needs
What is Service Now?
Name one thing Performance Optimization does to help you
New Team Member Onboarding
Should be completed daily for each/every visit in the center and include all services provided for the member during their visit to the center
What is an Encounter?
Name two Standing Orders
What is Diabetic Care (eye exams), Pre-Op Lab Orders, Breast Cancer Screening (Mammograms), Osteoporosis Screening (DEXA)?
Screening templates are utilized by what team members
What is Clinic Nurse and MA's?
Name two internal systems that can be accessed through Citrix Store Front
What is Allscripts EHR, Allscripts PM, Focus, PeopleNet, Workday, Microsoft Office Suite, E-Clinical Works?
Explain what WE CARE stands for
What is
Welcome with heart
Explain what you’re going to do
Connect personally
Ask about needs
Respond with respect
o Ensure needs are met & Exit with thanks