Hub Pages
Which specific sections must be verified in PC Hub SharePoint before assisting a caller?
Per the AfterHours SW: PCP in Provider Section, Services Provided, Scheduling Information, FYI Section, Hours, then On call and paging sections
List the steps to page for Language Services:
#1 Send the page through PerfectServe following the SW format
#2 Send an In-Basket message to the Charge Nurse to notify that you sent a page.
What is the most appropriate option to select in the switchboard pathway for a SHGR IM Residency patient with a sore throat?
Switchboard > Other CH Office
How would we know if an office is currently closed?
By verifying what the office hours are in PC Hub SharePoint. If the information shows that they should be open, then check the Outlook Clinical Calendar.
Why do we verify the PCP for non-CH office calls during after-hours and update Epic as needed?
To make sure the patient's chart is as up to date as possible and to make sure we provide services.
What is the contract number for a patient calling Cherry Health who sees Nicole Kooiker, DDS?
Cherry Health Wyoming Community Health Center Contract number 50100
List the steps to complete to send a page:
#1 Create telephone encounter in the patient’s chart
#2 Create & Send the page through PerfectServe following SW
#3 Route the Telephone Encounter to provider paged
#4 Send an In-Basket message to the Correct Pool
If the Decision Tree directs to schedule for a patient of a CH office we do not schedule for, how should we proceed?
Since we have already run symptoms for patient safety, we can select “Demands to speak to a nurse”.
Why should we verify who the Leader On-Call is and where can the calendar be found?
In case you have any scheduling concerns that require immediate attention.
How should we proceed when unable to find a patient in Epic?
Search for the patient multiple ways before creating a new chart. Not all callers will have an existing chart. Newborns born through CH may be listed under mom's name as “Doe, AGirl Jane” and have baby’s DOB.
How do we determine which InterCare, Cherry Health or NMHS location contract to use?
Verify through the PC Hub SharePoint which location the patient’s provider works at and use the contract number listed for that specific location.
What information must be obtained and verified prior to sending a page?
Caller’s name and phone number, patient info, PCP/Provider and Paging info in PC Hub SharePoint, ordering provider when applicable, symptoms and duration if applicable
ADULT BMT patient calling with fatigue, how do we proceed with the call?
Use the Decision Tree Switchboard > Adult Specialty > BMT Patient, then follow the results.
How should we proceed if we receive a call through the Physician Services [Phy Svs Callback] Line?
Ask clarifying questions to determine what the caller’s needs are and what location they were trying to reach. Usually these are ED Callers.
What if a provider you need to send a TE to is not in EPIC?
We will Fax the Telephone Encounter since we cannot send it directly in EPIC.
Could we receive calls from an After-Hours office during business hours?
Yes, some close for meetings, lunch, or if they have high call volumes we may receive “overflow” calls because of their call volumes.
May we page for a patient requesting an in-person interpreter during after-hours?
No, we would page for in-person interpreter requests only from medical professionals. Over the phone interpreters will always be available when a patient is on site.
How do we run the Decision Tree for a parent calling SHMG PEDS NEPHRO line for a patient of Jason P Thomas, MD with cough and fever for 8 hours?
Switchboard > HDVCH Peds Specialty After-Hours > Symptoms/Anything Else
What type of callers would be considered Medical Professionals?
Providers, Physicians, Nurses, Pharmacists, Lab/Rad Techs, and those employed through some aspect of patient care or medical related job.
Does every after-hours office have their own triage contract number?
No, only offices with nurse triage services provided will have contract numbers. We must use the correct contract when creating a triage encounter because nurses follow specific protocols for each supported office.
A patient is calling through SHMG West Pav (Wyoming) Urgent Care asking if they can have their ordered Xray performed through UC. How do we advise?
Urgent Cares can perform walk-in X-Ray with an order. Scheduling is done by Central Scheduling’s Radiology team.
Who should the telephone encounter be routed to after paging a provider?
We must route the telephone encounter to the provider that we paged.
What is the appropriate Decision Tree option for a Corewell Women’s Health office patient with symptoms?
Switchboard > After-Hours OB Office
When a holiday falls on a weekday are all the offices we support still open?
No, offices will be closed, and we will operate as After-Hours for all office calls.
When creating a triage encounter for a patient calling their After-Hours Dental Services, what must we remember to notate in the Triage Encounter?
Notate who their Dentist is when possible and include which office they are seen at since we cannot list a Dentist as a PCP.
How do we assist a mother calling SHMG Peds Psych Behav 35 with concerns about the patient acting out?
Refer to the Office information Hub page and send a telephone encounter for anything that is not a Blue Envelope.
Who would you use to open a TE for an anticoag patient?
None, Phy
A patient is calling through SHMG West Pav (Wyoming) Urgent Care asking if they can have their ordered Xray performed through UC. How do we advise?
Urgent Cares can perform walk-in X-Ray with an order. Scheduling is done by Central Scheduling’s Radiology team.