Scheduling
User Error
Messaging
Urgent
Scripting
100
Which is not an incorrect visit type: *sick visit *Establish care *Annual Exam
Annual Exam
100
What is the impact of user errors?
These errors negatively impact patient experience, interrupt service, disrupt provider schedule and delay patient care.
100
What two places should the patient phone number be listed?
What is in the body of the message, with all other #'s removed and where it's says phone number (contact phone number).
100
When does After Hours start for Internal Medicine?
Monday - Thursday after 4:00pm Friday between 4:00-5:00pm
100
When a patient calls reporting they will be late, what are your next steps?
What is Step 1: Ask the patient how late they will be Step 2: Call the office with estimated time of arrival to see if the provider can still see the patient Step 3: If “Yes” – Inform the patient that the provider will still see them If “No” – Inform the patient that they will need to reschedule the appointment
200
What is Establish care?
Does not exist.
200
Where do you send duplicate patient accounts? * to your team lead * to the OC's * email DuplicateMRN@nmff.org
Email DuplicateMRN@nmff.org
200
What are are the four templates used in Internal Medicine?
What is Rx Refill - .PSCRXREFILL App Request - .PSCAPP Clinical Question - .PSCGENCLINICAL Admin - .PSCGENADMIN
200
Patient with chest pains wants to see their provider. When should you schedule appointment?
Never.
200
What does AIDET stand for?
What is Acknowledge, Introduce, duration, explain and thank you.
300
When do you schedule a lab visit with the Nurse?
Never. Labs should be scheduled with Lab as long as there is an order.
300
When should you use the self-pay flag?
What is when a patient is a true self pay. Also, when a patient does not have their insurance information at the time of registration.
300
Which template do you use for refill request?
What is Rx Refill - .PSCRXREFILL
300
What information should be in a page?
1. Agent Name and Backline 2. Patient's call back number 3. Callback Priority- Urgent 4. Patient name and MRN/Date of Birth 5. Symtoms 6. Provider
300
What are the Fasting instructions?
Fast 8 hours prior to their appointment Okay to drink water, black coffee or tea – no sugar- cream or additives. Continue medications as indicated. Pregnant Patients should not fast unless instructed by their provider. An Epic message should be sent to the primary care provider for instructions. Diabetic Patients should not fast unless instructed by their provider. A “Gen Clinical” message should be sent to the primary care provider for instructions.
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