Triage
Something we should pull up as soon as we hear a symptom mentioned no matter the request
What is the Patient Symptom Guide?
T/F We never create a TE when scheduling an appointment
What is false? We create a TE for Transition visits
T/F On husband and wife, we have to search and create 2 different requested services in KANA.
True. If a patient calls for themselves, as well as another patient, we need to complete the process for both patients before wrapping up in KANA.
Pleasantries to use when asking for or receiving information
What is Please, Thank you, and May I?
Quality Audit Average score goal for the team
What is 93%?
How to send a low call back for patient that is not in KANA
What is add the patient to KANA and create an eCW chart if necessary?
Something that should never show yellow or red with a number
What is eCW Jellybeans?
The contact list where you would find the specialty clinic numbers (if not skilled)
What is Internal Contacts?
A statement in response to a negative situation or symptom the patient/caller shares
What is an empathy statement?
Something we should ask for or verify after authenticating the patient/caller.
What is a valid email address?
Process for patient calling in with a HIGH symptom but not having the symptom at the time of the call.
What is warm transfer to RN for report of high symptom?
Where to put the Covid Screening after rescheduling an appointment
What is in the general notes of the appt as well as the message section of the TE?
The proper way to do a transfer in KANA
What is select contact in KANA, summarize request before transfer, complete conference to connect both parties and disconnect?
Something we do before placing patient/caller on hold
What is asking permission to place on hold
What is PROPS?
T/F If patient answers yes to testing positive for Covid-19, we are unable to proceed with scheduling.
False. We ask the patient if they would like a call back from the registered nurse or if they would like to proceed with scheduling.
T/F, If patient says yes to exposure in covid screening, we cannot proceed with scheduling
What is false?
The only times we do not select a requested service
What is transferring to LVN, RN, low call back, and dropped call (and unable to reach caller)?
One way we shouldn't ever address a patient unless requested
What is by their 1st name?
This is actually a pet-peeve of the client
Name at list 1 thing that we should avoid putting in the system issues chat
Anything unrelated to system issues
Restroom breaks or stepping away from desk
GIFS, memes, or other non-work related items (these should stay in manager chats)
Long follow up (no longer need to notify of this)
T/F If patient is not with the caller and we are unable to conference them in, we send a high call back and assign it to an RN
What is false? We should never select High call back or assign an RN in the triage form as this could go directly to a nurse that is not here. Proper process would be to send it as a low, message RN high/urgent chat that we sent a high symptom as a low call back, and notify the MOD
The full process for checking status on a referral
1. Check for any open TE's regarding matter
2. Check in referral tab
3. See if referral is addressed or open and check for any updates in the notes tab
4. Relay status to patient and update Notes of referral if open or TE if referral is already addressed
The proper way to transfer in CIC
What is type extension in CIC, select clinic as account code, summarize request before transfer, and drag one interaction on top of the other to connect both parties and disconnect?
Statements we can add to show the patient/caller we are ready to assist
What is I can and I will statements?
ex. "I will be glad to assist you with that!" "Of course, I can definitely help with that!"
Something we should offer Medicare Advantage patients when no other appts are available
What is Telemedicine On-Demand?