Recovery
Name three possible cancellation reasons you might see assigned to an appointment in FSL
Patient Cancel
Clinician Cancel
Caregiver Cancel
No Show
Patient Hospitalized
Patient Reschedule
Clinician Reschedule
Caregiver Reschedule
What are two reasons we might move a patient to Delta phase?
The patient refused
The patient stated they would "give us a call back"
After 3 unsuccessful OBC attempts (LVM, Hang Up, RNA) to reschedule the Initial visit with a patient...what phase should their account be updated to?
Move the patient out of "Engaged" and place them in BETA phase using a Patient Phase Change Note.
After "X" unsuccessful attempts to reach a patient in Alpha phase, a patient should be moved to the Beta phase.
Three (3)
How should we update a patient's account once they have declined a second time?
The patient should be moved to INACTIVE phase. By choosing "Closed" for question 6 on the PES Note the phase will automatically be updated to INACTIVE.
If you see a patient no longer has active coverage when checking the UHC Portal, what phase should they be updated to?
INACTIVE
This will prevent us from performing further outreach to the patient unnecessarily.
If you come across a DELTA patient that was initially called within the last 30 days, what should be your next step?
SKIP the patient.
We do not want to call DELTA patients back until 30 days have passed since our initial conversation.
If a patient has cancelled their appt a total of 3 times, how should their account be updated?
The patient should be phase changed to INACTIVE as a means of preventing further outreach. A patient can always reach back out to us if they would like to continue to reschedule their appointment.
If you are reviewing an appt and see that the status of the appt is "Pending Schedule"...
where are the 2 first places you should look to find out more information regarding this appt status?
Patient's Welkin Account
Service Appointment History in FSL
If there is a Medical Visit Note on a patient's Welkin account that indicates they declined services during their initial visit with the NP.....
What phase should they be updated to?
INACTIVE