MDR
What tab can you locate the patient's Emergency Contact under?
Engagement Tab
Who is the CEO of Nsight?
Michael Ciullo
This method enables you to speak with a third party before transferring the call. During that time, the call to transfer is on hold.
Name the different departments here at Nsight?
-Enrollment
-Onboarding
-Adherence
-Clinical
-Retention
What RPM devices do we offer our patients?
Blood Pressure Monitor: Used to measure a patient’s blood pressure.
Glucometer: Used to monitor blood sugar levels.
Pulse Oximeter: Used to measure oxygen saturation levels in the body.
Weight Scale: Used to monitor a patient's body weight.
When looking at a patients MDR profile, how do you know if a patient is Enrolled/Active or Not enrolled yet/ Deactivated?
When a patient's name is in RED = The patient is not yet enrolled in Nsight services, OR they are deactivated.
When a patient's name is in BLACK = The patient is active and enrolled in Nsight services.
What services do we offer here at Nsight?
RPM - Remote Patient Monitoring
CCM - Chronic Care Management
BHI - Behavioral Health Integration
What do you do if you attempt to transfer to the ADHERENCE department and there are no available agents after 60 seconds?
You are to take the Adherence Call yourself.
What is the role of the Onboarding department?
Onboarding agents call our patients and assist them with setting their devices up after the device has been delivered to the patient. The goal of the onboarding agents is to successfully set up the patients device, educate the patient on how to take a proper reading, and to ensure their first reading transmits into their patient chart.
What two companies or distributors do we work with to provide our patients with devices?
Tenovi and ECG
What tab can you locate the patient's Mailing Address and Insurance?
Demographics
What is YOUR role at Nsight as MSS Agents?
Answering Inbound calls from patients and warm transferring to the corresponding department.
Handling adherence calls if an agent in the Adherence department is unavailable after attempting to transfer.
When are you supposed to make a re-engage task?
If a patient calls in to cancel services and after attempting to transfer to Retention there are no available agents.
What is the role of the Retention Department?
Retention agents handle patients who are currently enrolled but are requesting to cancel from Nsight services (RPM, CCM, BHI).
The retention agent’s main goal is to attempt to save the patient. IF they are unsuccessful, the retention agent will discharge the patient from the applicable program(s).
Explain the difference between the Gateway device and the Hub device?
Gateway Device:
Hub Device:
What are the 4 different ways you can use to search a patient in MDR?
Patient’s Name
MDR ID (Found in Five-9)
Patient’s Phone number
Patient’s DOB
If you are speaking with someone who is NOT the patient on the phone what do you HAVE to do before continuing the conversation?
Verify POA or Power Of Attorney.
You HAVE to ask the person if they are able to make medical decisions on the patient's behalf.
Where are you to leave a notation after transferring a call?
ADMIN notes
What is the role of our Adherence department?
Adherence agents reach out to our patients when we have not received a reading from the patients device in a few days. The goal is to get the patient to agree to take a reading with their device while on the phone with the Agent.
What areas on the body are patients able to take a reading using their Blood Pressure Monitor?
Upper Arm
Calf
Thigh
Forearm
You can see there are 12 tabs on MDR on a patient's chart. What are the tabs that YOU will be using daily?
STATS
Demographics
Notes
Tasks
Engagement
If a patient calls in to cancel services and states they already have called once requesting to cancel and there is already a Re-Engage Patient call task created in MDR, what are you to do?
You will attempt to use TWO rebuttals and then you will create a discharge task if rebuttals are not effective.
In what instances are you supposed to discharge a patient without transferring them over to the retention team?
In these scenarios you are not making a re-engage patient task you are creating a Discharge task instead.
Patient is deceased
Patient is no longer seeing the provider (IN-no longer eligible)
Patient is in a nursing home or hospice
RPM Only - If the patient has already returned their devices (DR - Successful)
NON-REBUTTAL clinic- Kidney and Hypertension & CT kidney and HTN
Explain the difference between the Clinical RPM and Clinical CCM departments.
Clinical CCM:
Intake/monthly wellness calls/BHI
Questions regarding Medications (Refills, Cost)
Scheduling Appointments
Behavioral Health Needs
Dietary Education
Transportation assistance
Finding a specialist
Meals on Wheels (Food program for those who are under financial constraints)
Clinical RPM:
Abnormal device alerts
Vital sign questions
How do you know when a Tenovi Gateway is set up and connected properly?
The LED light will be a solid RED light when it is plugged in and connected to the cell phone towers.
It will flash purple until the Gateway has successfully connected to the cell phone towers and then it will change to a RED solid light.