Red Flags
Chest Pain (True or False)
True
Transferring to the IB PEC Team
When we have a prospect on Medicare in one of our One Medical Seniors locations
What are the spots in chirp that we are able to schedule / reschedule current patients in
White blocks
Inbound Enrollment Manager
Ianire Urrutia
Patient Recovery
Any Service issues for existing pts we receive these calls from being tasked in Chirp
Seasonal Allergies (True or False)
False
Transferring to the MA team
When we have a prospect who is outside of the SF Bay area or in the SF Bay area on a plan we do not take
What are the spots in chirp that we are not allowed to schedule current patients into without approval from the ctm
SDND blocks
Stacie Carter
Process Management Manager
These are calls after 90 days we reach out to reestablish care with our office
Winback
Blood sugar/Glucose is at 460 (True or False)
True, Greater than 450 or less than 60
What do we do when we are on hold for longer than 3 minutes attempting to get ahold of the practice
Let the patient know we were unable to get ahold of the office but we will let their HC know and they will reach out
What is the snippet you use when someone tells you they need transportation (2)
(.)rideinfo; (.)ridetask
Outbound Enrollment Manager
Maddie O'Leary
HCA
These calls are similar to the Random outreach calls we get a list from the telesales team to reach out to pts who have shown interest in changing practices
Oxygen level at 86% (True or False)
True, Any oxygen level under 90%
Messaging in the hot-inbound-calls chat to see who is available
When we have a prospect who is looking to join OMS and cant get anyone on the line
What do we do if the patients Provider and/or HC do not have availability but the pt needs to be seen ASAP
Ask the pt if they are okay with seeing a different provider for this urgent visit
Tricia Louis
Patient Eligibility Manager
These calls are more at random reaching out to existing pts to get three survey questions answered
Future Outreach
Temperature of 101 (True or False)
False, any temperature over 103
What do we do in SF when someone needs to reschedule
Click the appt cancelled button and fill in the box as to why the appt was cancelled
How do we task for an interpreter and when would we send this task?
We send a task to the transportation group and we would only send this task when there is not someone in their appointment that also speaks their language. (can be a HC, Provider, Caregiver, etc.)
Engagement Manager
Cynthia Torres
NPS
Net Promoter Score; we receive a new list weekly from pts after their appointment that provide negative feedback