PHONES
Caller: I'd like to make an appointment.
What's the best 1st question:
a) what's your date of birth?
b) have you been here before?
c) what do you need to be seen for?
B - Have you been here before...
What 2 things will drive Jane nuts if they aren't done at the end of each day?
1) Filling printer with paper
2) Leaving the money bag in a drawer
Can you schedule an injection <28 days apart?
YES - but ONLY IF using a sample, free drug, or patient is alternating eyes
What TWO questions do you ask first?
What does the pt need to be seen for & what health ins does the pt have?
Which doctors treat children?
Primarily Recchia and Wallace
Arrindell if necessary
What gets written up in communicator?
EVERYTHING! No shows, cancellations, r/s out of time frame, TRIAGES for problems, prescription refills, ?s about dx, pt information they want their dr to know, pt is moving out of state, pt shares they're having major surgery, ANYTHING & EVERYTHING!
Athena says to collect a $30 co-pay but the FT says not to. What do you do?
You don't collect it but you must write the reason in Athena under "other" reason and write the exact words from FT, for example "do not collect co-pay d/t credit per BNP...jcw". If you don't write this it will show up on a TOS report that you're not collecting the correct amounts $$$
Lab test requisitions - do you keep the blue original or the white copy?
What do you have to do when you scan it?
Keep the Blue
Mark "Needs Review" by "TNR Labs"
What are the last 2 things to say?
1. Can you please fax us some notes?
2. Thank you for the referral :)
Which sites does Dr Busbee work at?
CPP, Franklin, & Mboro
Caller: I'd like to move my appt up sooner because my eyes are bothering me. Do you:
A) R/S to the next available opening
B) OVB the pt to get in asap
C) Write up to triage
C - write up to TRIAGE
we may only schedule and r/s established pts according to what is in the chart from the last visit. if anything changes and the patient wants to be seen sooner triage must determine how soon they need to be seen
A patient hands you paperwork for Donna or Ashley to complete. What do you do?
Have the pt sign a records release! Attach to paperwork and bring to them by end of day
Appt note says patient is to come back in 1 year, do you say
a) would you like to go ahead and schedule that now?
b) would you like to schedule that now or have us reach out to you in 10 months?
c) we'll reach out to you in 10 months to schedule
B - ALWAYS offer to schedule now, that is what the leadership and doctors want us to do even though there will be template changes later on
Which MUST we have to schedule an appointment?
a) notes from referring dr
b) insurance referral
c) a specific diagnosis
d) all of the above
e) none of the above
With whom & where can you schedule Oncology patients?
Dr. Reichstein Tumor clinic days at CPP or Hendersonville
What 2 kinds of appointments never go on an OVB log?
New Patients and next business day (on a Friday don't put a Monday OVB on a log)
Always have a supervisor or lead recp enter appt
What do you do when a 1 day post-op pt doesn't show up?
Don't no-show until end of clinic AM or PM
Call the pt
If No-show, notify & assign to Lakin (surg scheduler)
What is an FA and what are the scheduling restrictions and why?
Fluoroscein Angiography, injection of dye via an IV in he arm to view the blood vessels
30 mins after the start of clinic or 30 mins before the end of clinic so a doctor is in clinic and they take a while
Which Cigna insurance plans do we take and not take?
OK: Open Access Plus, EPO Connect (needs referral)
NOT OK: Local Plus, Health Springs, Medicare replacement through Cigna
Which doctors go to Franklin?
Arrindell, Awh, Busbee, Recchia, Thomas, Wallace
Caller: I have a corneal abrasion and I'm calling for an appointment.
What do you say...
Ask the patient whether they were seen in the ER and referred to us. If we were on EDOC the pt may be seen by us even if not a retinal issue
What/Who is Intake?
Dotti, Jill, Gloria and some times some techs call the NPs the day before their appt to get medical history. If they leave a message & it's noted in quickview, try to reach that person to transfer the call. If they aren't available assure the pt it's ok if they speak, our techs will get their info next day at time of appt. They also have an e-mail intake@tnretina for changes to drs address, phone, or fax
What are some groups you have to e-mail when making appointments?
Iluvien, Vabysmo, Yutiq
PDT, GVF/HVF
What is EDOC and how does that work?
Emergency Doctor On Call - sometimes our drs are on call for general ophth pts that go to the ER. They may not have retina issues. We may get patients referred during or after hours
A referring dr wants to speak with one of our drs regarding a mutual pt. What do you do?
e-mail our dr with the phone message & cc Carissa, attach the most recent visit note to the email, then text the dr that you've e-mailed him tel message