Standard Script 1
Standard Script 2
Live Salesforce
Epic SBX 2
Find a Doctor
100
If a patient has a question about a bill, where do you send them? What is the phone number?
What is...
Transfer to Billing Customer Service (877-648-2964) through mainline
100
When would you disclose to a caller or patient any flag status or information regarding a flag?
What is...?
For any flags in place: Do not disclose to the caller/patient any flag status or information regarding the flag.
100
Please provide me the number to NYU Tisch Outpatient Lab?
What is..?
(212) 263-7315
100
Go into Epic SBX 2.
What is Patrick's preferred language?
What is...?
Chinese - Mandarin
100
Using the NYU Find a doctor website.
What are the names Speech Pathologists specialties?
What is..?
- Neurological Speech Pathologists
- Pediatric Feeding & Swallowing Therapists
- Pediatric Speech Therapists
200
What do you do if a patient needs assistance with coordinating transportation and scheduling an appointment?
What is...?
Continue to follow standard scheduling workflow and send an in basket message.
Smartphrase available: .PACSmartphrases – PHONE MESSAGE.
200
When do you ask for the Social Security Number (SSN) when verifying a patient?
What is..?
If patient does not have an address/is homeless
Ask for temporary address (may be living temporarily in a shelter)
If temporary address is unavailable, Ask for SSN
200
Using Live Salesforce,
Change the practice to CMH (Center for Mens Health).
Where are the two places you can find the Center for Mens Health Cold call List?
What is...?
Reference Docs and Suggested Reference Docs
200
Using Epic SBX2.
Where do I go to send an In Basket for Jamie?
What is...?
Click on the Yellow envelope (In Basket). Then click on new message.
200
Using the NYU Find a doctor website.
A brand new patient is calling to schedule with Denise J. Pate what would you advise the patient?
What is...
"The doctor is affiliated. I am unable to access their schedule. I can provide you the number to the office and transfer you if you would like"
300
1. What are ALL the colors in standard script?
2. Explain what each color represents?
What is...?
Dark Blue: Opening A Call
Red: Patient Alerts
Green: Patient Demographics
Yellow: Insurance Verification
Pink / Purple: Guarantor Registration
Light Blue: Scheduling Scenarios
Pale Yellow: Closing a Call
Grey / White: Non-scheduling
300
To expedite medical record orders, you must advise the patient to complete what?
What is....?
In order to expedite the process, please direct them to http://nyulangone.org/patient-forms to complete an “Authorization for the Use and Disclosure PHI(release of information and instructions)” and fax it to the office.
300
Please list all the search fields in the provider search.
What is...?
Patient’s Location
Provider Name
Practice Name
Procedure
Conditions, Treatment, Or Body Part
Specialty
Patients Insurance
Location
300
Go into Epic SBX 2.
Who is Sandesh PCP on file?
Who is...?
Carl Anderson
300
Using the NYU Find a doctor website.
What are the address(es) of the? care on demand locations?
What is..?
NYU Langone Care on Demand—Upper East Side - 1465 Third Avenue, New York, NY, 10028
NYU Langone Care on Demand—West Village - 540 Hudson Street, New York, NY, 10014
400
What are all the red flag words?
What is....?
Possible allergic reaction (itching, rash)
Possible heart attack
Possible stroke
Post-op procedure concerns/issues orcomplications
Severe or persistent vomiting or diarrhea; blackstools
Sudden changes in Vision or Blurry Vision
Suicidal or homicidal feelings
Uncontrolled bleeding / Heavy bleeding
Unusual abdominal pain
Any sudden or severe pain
Blood glucose levels above 240-250
Blood pressure 180/120 or greater
Chest Pain or Upper Abdominal Pain greaterthan 2 minutes
Confusion or changes in mental status, unusualbehavior, difficulty walking
Coughing blood or vomiting blood
Difficulty Breathing / Shortness of Breath
Difficulty Speaking or Slurred Speech,Drooping face
Fainting / Sudden Dizziness / SuddenWeakness
Fever greater than 102 F
Medication error – took higher medication dose (or extra pill)
400
1. What are 5 In basket smart –phrases?
2. Please explain why you use it.
What is...?
Phone Message: General message
Interpreter services: Interpreter Services needed at appointment
Late Arrivals/Running Late: Patients running late to their appointment
Referrals: Patients requesting a referral
Rx Request: Patients requesting a prescription refill
RX 1WEEK: Rx Refill - if no availability and refill needed
RX Recall: Prescription Recall
Same day or Sooner appointment request: Patients requesting a same day orSooner appointment
Test Results: Patient wants test results
Third Party Caller: Third Party requesting information regarding a patient record who is not the patient and not listed as patient proxy
Scheduled Telehealth: Not in NY or Florida at the time of video visit
400
Using Live Salesforce,
Change the practice to Trinity and open the providers script.
A brand new patient is calling to schedule with Mansi Taneja. What will you advise the patient?
What is....?
"Dr. Mansi Taneja is no longer working at NYU. I'd be more than happy to find another gynecologist."
Script: Provider is no longer practicing at the Trinity location as of 3/17/25. Leaving NYULH as of 4/30/25.
400
Go into Epic SBX 2.
Go into Ryan (Your assigned name).
Where do you go to change his insurance from United healthcare PPO to to be BCBS HMO.
Where is...?
Patient options > Registration > Pa Guar and Cvg (Patient Guarantor and Coverages) on the left hand side
400
Using the NYU Find a doctor website.
Where do you go to advise the patient to go to access the Authorization for the Use and Disclosure PHI (release of information and instructions) form?
What is..
Click on patient forms and scroll to the bottom until you see Authorization for the Use and Disclosure PHI (release of information and instructions).
500
1. What state should a patient be in for a video visit?
2. If they want to see a provider not in the respective state a week from now, what do you inform the patient?
3. May you continue to schedule the appointment?
What is..?
The patient should be located in New York state or Florida (for Delray and West Palm Beach providers) at the time of the appointment.
“This provider may not be credentialed to practice in thisstate. You will be notified ahead of your appointment time if the video visit cannot be conducted.”
Yes, you may continue to schedule.
500
True or False:
For only Pediatrics, Gynecology, Family Medicine, and Internal Medicine specialties, if seen within the specialty within the last three years, schedule the patient as established.
Please explain why.
What is...?
False, since Obstetrics is missing.
For General Pediatrics, Obstetrics and Gynecology, Family Medicine, and Internal Medicine specialties, if seen within the specialty within the last three years, schedule the patient as established.
500
Walk me through step by step how you change the practice and open a providers script Dr. Lotfi at the practice Trinity.
What is..?
Click on practice and press okay in the pop up.
Type in Trinity in the practice.
In reasons for call, click on appointment.
Click on Select a provider and choose Lotfi from the list.
Scroll down until you see "Suggested call scripts" on the right hand side.
Click on "Trinity - MD Peter Lotfi - Internal medicine" to open the script.
500
Go into Epic SBX 2.
Olivia (Your assigned name) is calling to update her last name. She advises her new last name is Glimmer. How would you go about updating her name? What would you advise?
What is?
Unable to update any demographics.
"I am unable to update your name. At your next appointment you can stop by to get your name updated or stop by with your new drivers license."
500
Using the NYU Find a doctor website.
What is the number for PRS on all pages?
What is... ?
646-929-7800