REGISTRATION
To verify a caller's identity, you must usually ask for at least two of these (e.g., Name and Date of Birth).
What are Patient Identifiers?
This is the total time spent on a call, including talk time, hold time, and after-call wrap-up.
What is Average Handle Time (AHT)?
This is the name of Epic’s patient portal, allowing patients to access their health information online.
What is MyChart?
This specific field status is used if a patient refuses to provide their Social Security Number for privacy.
What is 999-99-9999?
Name of military insurance plan
What is Tricare Insurance?
When an agent stays on the line to introduce the caller to the next department, it’s called this type of transfer.
What is a Warm Transfer?
How long is a patient who has been seen by the same provider/department considered established patient?
What is 3 yrs?
This is the common age (dictated by state law and hospital policy) where a parent’s "Full Access" to a child’s MyChart typically changes to "Limited Access.
What is 13?
This "Magic Number" is the unique identifier Epic assigns to every patient to prevent duplicate charts.
What is the MRN (Medical Record Number)?
This is something a Primary Care Physician can submit for a patient to see a specialist.
What is an AMB Referral?
Instead of saying "Hold on," you should ask for this from the caller before placing them on a brief pause.
What is Permission?
This panel on the left side of a patient’s chart provides a quick summary of demographics, allergies, and the care team.
What is the Storyboard?
This is the term for a patient who has a "Restricted" chart (often a VIP or an employee) that triggers a warning popup as soon as you search for them.
What is a Break-the-Glass record?
Who is responsible for the bills?
What is a Guarantor?
The ability to identify with and understand someone else’s feelings or difficulties during a difficult call.
What is empathy?
This is done when a patient is identified in EPIC with 2 different Medical Record Numbers.
What is a Merge Request Form?
What is Protocols?
This specific error occurs when two different patients’ information is accidentally combined into a single electronic chart.
What is an Overlay?
When Epic sends an automated query to an insurance payer, it is performing this specific check
What is RTE?
This is the "Golden Rule" for hold times: you should never leave a patient hanging for longer than this amount of time without checking back.
What is 60 Seconds?
This feature allows a parent or legal guardian to access another person’s MyChart account.
What is Proxy Access?
This acronym represents the federal act that protects patient privacy.
What is the Health Insurance Portability and Accountability Act (HIPAA)?