18 Year Olds
A parent calls to schedule their child's 18 year WCC. Do you help them?
Yes
A parent calls and asks what the patient's appointment is for today. It is marked as confidential. What do you say?
I do not see an appointment scheduled today. Can I get the patient scheduled to come in?
Someone comes to the front desk with a subpoena. What do you do and say?
Accept the subpoena and say "I will route this to the correct department for processing".
A new foster parent calls and says they need to bring a child in for their initial placement exam. You do not see that DHS is on the patient's chart. What do you do?
Schedule the patient, take down the foster's name, ask for the caseworker's info, and contact Amy or a lead.
A parent calls to ask you if the 18 year old patient's last appointment included vaccines. There is no ROI on file. What do you say?
Due to the patient's age, they will need to call in to request this information.
You are scheduling an appointment for a 15 year old. Make sure to ask them this question, every time.
Is this appointment confidential?
Dad calls and asks for a copy of the last AVS for a patient. You can see a Permanent Comment that says Dad has no Medical Access. What do you do?
Take Dad's information and tell him we will call him back regarding the request.
A bio-parent of a child in DHS custody calls to schedule a sick visit for their child. The parent is listed as an inactive contact only. What do you do?
Schedule the appointment, take the parent's information down, and contact Amy or a lead.
A parent calls to ask you if the 18 year old patient's last appointment included vaccines. There is a current ROI on file. What do you do?
Send a Vaccine Questions encounter to clinical.
A parent calls and says their child asked for a ride to COPA today for an appointment. They are wondering what time the patient needs to arrive by. The appointment is marked confidential. What do you say?
I'm not able to see that the patient has any appointments today. Please reach out to the patient to see where and when they need a ride.
A bio parent calls to request information about their child, who is in DHS custody. They tell you they are worried about them, and would like to know how they are doing and if they are coming to appointments. What do you do?
Take the parent's information and contact Amy C or a lead.
A parent calls to ask if their 18 year old patient has made it to clinic to attend their appointment. What do you say?
Due to the patient's age, you will need to reach out to them to confirm they've arrived.
A parent calls and asks for a patient's test results from a visit yesterday. You can see the visit, but it is marked as confidential. What do you say?
I'm sorry, but I do not see a visit or results on file. Can I get you scheduled for a visit?
A new foster parent, who is not on the chart, calls for a refill on the patient's methylphenidate. What do you do?
Verify all refill information, take the foster parent's info, contact Amy or a lead before sending the encounter.