Customer Service
What are the 4 P's of Customer Service?
1. Professionalism
2. Patience
3. Proactivity
4. Positivity
How many regions does Southern California service?
14
What does RX mean?
Prescription/Referral/Order
What is the name for type of exam?
Modality.
Who takes the patients back to the exam room and performs the exams?
Technologists (techs).
How do we prevent patients from having to repeat themselves?
By actively listening.
What regions make up POD 1?
Kern, Fresno, Orange, and Long Beach.
What does ATC mean?
Amount to collect.
What is laterality?
A side, either left or right.
Who creates the report after an exam is completed?
The Radiologist.
What should we always avoid saying during a call?
"No" or "I can't do that"
What regions make up POD 2?
LA, SFV, SGV, and Ventura.
What does PTB mean?
Patient to bring.
What does unilateral mean?
One side.
What 2 types of doctors can't order exams for Medicare and Medi-Cal patients?
Chiropractors and Acupuncturists.
What 6 steps do we follow to de-escalate a call?
1. Keep communication professional
2. Speak calmly
3. Allow them to speak and actively listen
4. Empathize
5. Access their needs
6. Resolution
What regions make up POD 3?
Inland Empire, Temecula, Desert & Coachella, and San Diego.
What does RPO mean?
Referring Physicians Office.
What is an ICD-10 code?
A code assigned to every diagnosis.
What 6 things allows an authorization to act as an order if they are listed on the document?
1.Patient’s Name
2.RP information (Name + Phone Number)
3.Exam ordered (CPT or Description)
4.Diagnosis (ICD-10 or Description)
5.IPA/RBM/Medical Group name
6.Authorization number
How should we start and end the process of placing a patient on hold?
Always ASK if you can place them on hold and thank them for holding when you return to the call.
What regions make up POD 4?
Victor Valley/High Desert and Antelope Valley.
What does KUB mean?
Kidney, Ureter, Bladder.
What is a CPT code?
A code assigned to every procedure.
How do we locate an EMR in a patients folder?
By check the "issuer of ext. order #" and "ext. order #" columns.