Encounters
What should be included in a medication refill prior to routing to the clinic?
medication (smartphrase), pharmacy, quantity left, see if patient has upcoming appt.
If a patient is established in one sub section and referred to different sub section. What type of appointment is scheduled ?
intradepartmental referral- Extended established
How can you determine if a encounter is an urgent matter or not?
Based on patient response, urgent emergent protocols
Should we route an encounter to the clinic if they have only had a procedure completed? why?
No, Because they are not established within the clinic yet.
If you are having technical difficulties with TCN, what should you do?
Advise your supervisor, contact the attendance and fill out the TCN form.
If a patient is calling in reference to FMLA, which pool is it routed to?
ATF Pool
If a patient calls regarding a referral and it is not loading into the system, how can you assist the patient?
Look in the media tab, (if there is a referral and they have not seen a neurologist, review the diagnosis to determine if they can be seen in regionals.)
Name a symptom that is considered urgent.
Severe Abdominal Pain, Passing out, High Temp, or anything related to the Urgent Emergent list.
What kind of information gets routed to the clinic floor pool?
Forms, Letters (school/work), PAs(imaging/Infusion, Plan of cares, DME forms, medical clearance forms.
If a patient has seen a neurologist within 2.5 years they can be scheduled in Frisco or fort worth. True or False
False
When creating an encounter and you didn't mean to in order to exit out of it you must do what?
use smart phrase .err and sign, then close encounter out.
Which clinic referrals do we not schedule for?
MSA Clinic, EMU Clinic, NPH Clinic.
If a patient has a reaction to an Infusion, what is the protocol?
Create and high priority encounter, secure chat, and contact the urgent line.
If a non-established patient calls inquiring to speak with the clinic regarding their referral, can we route an encounter to the clinic?
No, (Advise the patient that they would need to have a consult with the provider to answer all their questions.)
When you receive a call requesting a fax number, which probing questions could we ask the caller?
Is this regarding a referral or provider inquiry.
If a patient is calling with an urgent/ emergent symptom, what is the protocol?
Route an urgent encounter and contact the urgent line.
When scheduling referrals and you are greeting a patient do you announce neurology in the greeting, yes or no?
No, because it is considered an identifier.
How much information do you need to have documented for an urgent encounter?
As much as possible.
What type of Prior Auths are routed to the Clinic Floor Pool?
Medical Testing and DME requests only
Who is the Medical Director of Neurology?
Who is the Clinic Manager?
Dr. Jaya Trivedi
Debra Clamp
If a Dr.Pulipaka patient is calling and needing a medication refill what should you do?
Please advise patient to refer to their PCP and document.
When scheduling from a referral and there is nothing available to schedule in a sub-specialty what should you do?
Place patient on the waitlist and change referral status to Cpcty mgmnt.
Are you able to provide any kind of medical advice to patients for these calls?
No, we are not certified providers so we can not provide any medical advice to any patients.
If a patient is waiting for an infusion in the clinic and they do not have the orders, what is the protocol?
Start an urgent encounter and contact clinic to advise an order is needed.
What resources do you have to find available information?
Use Sharepoint, Teams chat, ask a Senior rep or a SME