Variety
What do you need to verify before releasing any patient information?
Demographics and Insurance
Patient requesting a sooner appointment, who should you message?
Nurse pool
Do we accept Anthem PPO?
No, we do not accept Anthem PPO.
Patient is calling with chest pain, what is the process?
Call site, wait 1-minute, if no answer, send urgent message to nurse pool.
What is the difference between an ER visit and a hospital visit?
ER can be immediate care, as in the Pt was in and out within a few hours.
Hospital visit- Pt was admitted to the hospital, more than likely 1 day+
In Epic, where do you update the Primary Care Phyisican?
On the story board, under Care Team.
What is the process when an insurance calls for a grievance
Email site leadership.
Example: Alicia Soto Sarahi Lucero, or Sonja Zinniker.
What date is Fontana and Rancho closing their site?
May second is the last clinic day.
New site on Monday 5/5/25
Can a patient establish care with an NP?
Patient calling to obtain medical record, What is the process?
Patient needs to call, 909-335-4108, Or Fax release of information to 909-793-1220.
A patient has moved and has a new address, can you update the address?
Yes. Verify previous address, and phone number.
How many physicals can we schedule with Dr. Makar
Zero, he is not a Primary Care Provider.
What time does the Fontana Lab open?
They don't, lab is closed, must go to Rialto.
Can you schedule a narcotic refill via video?
NO, patient must be seen in person.
Patient needs a referral extended, who do you contact?
Send a message to nurse pool. You do not call.
Where do you update a patient address?
Appointment Desk, Patient Summary, Edit.
How many siblings/ family members can be seen in 1 day?
Two.
Patient calling for possible allergic reaction, who do you call?
Nurse, if no response, within 1-minute, send an urgent message.
Do NP's refill narcotic medication?
NO.
Patient is calling to request a new referral, what is the process?
Schedule patient an appointment.
Where do you check a patients preferred language?
Under appointment desk, patient summary, edit,
scroll down to Language.
When should you use the Care DT?
Always when scheduling family practice and internal medicine, NOT peds.
Patient calling to schedule a pre-op appointment, patient has a surgery date, what is the process?
Obtain clinic information, reason for surgery, date of surgery, send message to nurse pool.
Who do you contact regarding your personal work schedule?
WFM.
What is the difference between a physical and an annual wellness visit?
A physical is for a patient 18 years- 64 years old.
An Annual Wellness visit is for a patient 65 years and above.