EOD Tasks
The PCC is responsible for vacuuming these specific areas of the treatment room.
What are all four corners, behind the door, and behind the treatment bed?
These PCC positions are responsible for reviewing the RTS sheet.
What are PCC B and PCC C?
This is what a PCC should recommend when a referral does not include the area of the body a patient wants treated.
What is requesting the patient speak to their PCP to collect approval for the additional area?
These are the steps a PCC can take to prevent two patients with mutual issues from overlapping in the lobby at the same time.
What are updating alerts to prevent same-time scheduling, reviewing upcoming cases before booking, and asking one patient to arrive early and move directly to the treatment room?
This is the proper way to greet the caller when answering the phone at North Bay Aesthetics.
What is, “Thank you for calling North Bay Aesthetics, this is ________, how may I help you?”
This PCC position is responsible for taking out the biohazard and removing linens from the treatment room.
What is PCC C?
This is what a PCC should do if they need to contact a patient who speaks a language they don’t.
What is use Interpret Manager by Boost Lingo?
This is what a PCC should do when a San Francisco Health Plan (SFHP) patient calls to ask if their referral was received.
What is check the RTS sheet, confirm if the patient goes by any other names, and if the referral isn’t found, ask the patient to request that it be faxed again?
This is the proper way to request time off for travel.
What is submitting a time-off request in iSolved and emailing your direct manager?
These are the three key details a PCC must confirm with the patient during a confirmation call.
What are the appointment time, approved areas, and active insurance?
This PCC position is responsible for wiping down monitors and phones with anti-static screen wipes.
What is PCC B?
These are the best steps a PCC should take to resolve patient care coverage when an MD calls out.
What are reviewing the schedule for known patients who may cancel and double-booking appointments, while deferring other cases to open time slots or confirming moves to Moya’s schedule?
This is what a PCC should do when a referral is missing insurance information.
What is notify the billing department that no insurance information is listed in the patient’s referral?
It’s 8 p.m. and you’re feeling ill, this is how you should alert the team that you won’t be arriving for your shift.
What is notify the manager phone at #, and for bonus points, contact a teammate to cover your shift and alert the manager phone of their response?
These are the appropriate steps a PCC can take if a patient misgenders them, another patient, or a staff member.
What are notifying the patient of proper pronouns, reminding them of the Nondiscrimination Policy, wearing a pronoun pin or sticker, and connecting with management for assistance in addressing the patient?
This is what a PCC should do if a provider leaves the room and forgets to turn off their laser.
What is ask another provider for assistance, or if none are present, flip the switch on the back of the machine?
This is the appropriate action to take when a patient has no-showed their third appointment within two weeks.
What is contact the patient to inform them they’ll be moved to the same-day appointment list and confirm if they have any preferred days to be contacted?
A patient presents a new referral during their appointment and asks to be scheduled. You could schedule a PA mod for the new care, bring the referral to billing, schedule the appointment, and coordinate next steps with billing. Which of these actions should you not do independently?
What is schedule the treatment appointment?
Payday is approaching and you’ve submitted your time punches, edits, and confirmed updates with the necessary people. This is the final step needed before payroll processing.
What is verifying your timecard in iSolved?
This is what a PCC should do if someone other than the patient asks for information about the patient’s records or appointments.
What is not provide any information to the party?
This is the final step a PCC should take once all daily tasks are completed.
What is send Sky an image of the completed PCC Task Sheet and communicate anything that requires attention?
A patient with an appointment tomorrow says their insurance was canceled when you called to confirm. These are the steps you should take next.
What is inform the patient we must hold off on treatment, request images of the front and back of their new insurance card, offer a self-pay option if their new plan is PPO, have them send the card images to care@northbay.co, review their upcoming appointments, and notify Billing of the change (including any upcoming visits) in the Billing channel?
A patient calls to check on a referral sent last month, but their insurance is known to be out-of-network. This is the appropriate next step.
What is pass the case to Billing?
DAILY DOUBLE
An earthquake occurs while you’re in the clinic. These are the immediate steps all PCC employees must follow.
What is evacuate down the stairwell, gather at the corner of Sutter St. and Grant Ave, and await a headcount at that location?
A patient insists they were told another treatment was approved, but it’s not listed in the records. This is the proper next step.
What is contact Billing to confirm what treatments are approved?