Where is this located?
Where do you find a lab order?
Where is Chart Review & "Lab " tab
What smartphrase do you use for a patient requesting a doctor's note?
What is .SPadmin
What is the verbiage when you answer an incoming call?
What is Greeting, facility name, your call is being recorded for quality, your name, how can I help you?
Who do you route a TE to when a new patient or TOC is asking for a sooner appt at any location within SPMF but the Nav team is busy on calls?
What is the patient SPMF SF New Patient Navigator Pool
What is Albeuterol used for?
what is Asthma & COPD
Where do you find the patient's current medication listed?
Where is Chart review & under the "Med" tab
What smartphrase do you use when a says they want a refill off their medication?
What is .SPmedication
What is the workflow for a person calling to report a patient's death?
What is verify the patient, perform chart review to see if the patient was seen within SPMF and if there is a TE about death already, start TE,
enter reason for conversation as: "Patient Expired"
use smartphrase .spdeceased
get callers information (name phone number), ask for date of death.
send TE to PCP and send staff message to SP HIM Deceased pool
Where do you route a TE when a patient is asking a question pertaining to their last office visit and it's not documented in the office visit notes?
What is the MD pool/MIST Dispatcher pool
What is Metformin used for?
What is Diabetes
Where are the 2 areas you would find a patient's referral?
Where is the Appt desk under the "referrals" and chart review under "referral"
What smartphrase do you use when a patient says they have chest pain?
What is .Emergent or .Emergent2
What do you say to a caller asking for RN triage?
What is "I am not clinically trained, so I will connect you with the clinical team (RN). They will be able to provide additional assistance".
Who do you call if a patient has a complaint about the clinic, a call center PSR or different dept?
(hint: 3 different answers)
Who is the clinic supervisor/manager
who is the call center supervisor
who is Quality of Care Concerns 800-949-5556
What is Atorvastatin used to treat?
what is cholesterol issues
Where do you add a patient to the wait list?
Where is the Appt desk, select "request", new wait list +
What smartphrase do you use when an order needs to be re-faxed?
What is .sprefax
what us the workflow for a patient with black stool?
what is verify the patient, perform chart review, create a TE using the .Emergent smartphrase, and then state the verbiage (I am not clinically trained), warm transfer the call to PPC RN or MIST RN, lastly route the encounter
Where would you send a TE if the caller is returning the call of a MA?
Castro: name of MA
PPC: MD pool
what is the medication Gabapentin used for?
what is nerve pain
Where should you look to find out who can access the patient's chart (3 different places)?
Where is the emergency contacts area, family comments in the Snapshot area, and Media tab where an ROI would be.
What smartphrase do use when you use an interpreter?
What is the .Languageline
What is the last question you should ask a patient before ending/transferring a call?
what is "is there anything else I can help you with?"
Also state this before warm transferring a patient
"Is there anything else I can help you with before I transfer your call?"
Who do you call when a patient is suicidal?
Who is
Castro: MIST RN
PPC: site RN
if doesn't accept RN triage Suicide prevention lifeline 800-273-8255
what is Levothyroxine used to for?
what is thyroid condition/issues