Updates
Usual Provider Field
When creating a new patient chart, we need to set the Usual provider field as "AAA Registration."
Even after we schedule an appointment, the usual provider field will still reflect "AAA Registration."
Effective the week of November 10, 2025, Cha will transition to full-time at ______ Location
Patient Alerts
Dr. Horton will begin seeing patients at the Broad Street Health Center on what days
Thursday
How can we ensure clear comprehension of the issue while stating a willingness to assist statment.
Not a problem it would be my pleasure to assist you with scheduling an appointment
For pediatric patients who have HyeJin Cha listed as their usual provider
If no same-day appointment slots are available for no show policy
The caller can be told, “We currently do not have any same-day appointment slots available; however, we may be able to see you if there is a last-minute cancellation. You can feel free to come into the health center to wait to see if there is a last-minute cancellation.
Third Party Callers/Family Members
must be on the consent form to get any patients information on file. If they are not on the consent form, do not offer any information. You can have them call in through the main line and select the correct option from the phone tree.
· Even if a Third Caller can verify three forms of verification, do not provide any patient information unless they are on the consent form
Collect a FREE 200 POINTS !!!!
200 POINTS
What are two things required to state at least once during the call
Please and thank you and addressing caller by name at least once
Provider Change Request Process
When a patient asks to change their provider:
To complete the request, collect the following information:
Once collected, send the information to TL and FC so we are able to send a email.
Late Cancellation Definition
All pregnant patients should be scheduled with
an OBGYN provider
If a patient calls regarding assistance with their utilities
please ask the caller if they have faxed over the form from PECO, or PGW.
If the patient has not spoken with someone from PECO or PGW and has not had the form faxed to Spectrum, they must call PECO, or PGW and request them to send that form over to us.
Patient must bring all paper and form to appointment
PECO, PGW and BILL
If a patient has had the PECO or PGW form faxed to Spectrum, please transfer the call to Option 9.
How can we advise the caller on the next steps and how to prepare for their appointment
We can schedule Medicare Patients for Telehealth Appointments True or False
False we can not until further notice
Dr. Nicholas Giorgianni is now available to provide podiatry services to all patients at Spectrum. This includes patients with what kind of insurance ?
Self Pay along with those covered under Medicare, Medicaid, and Commercial health plans.
6 types of errors to look out for
Physicals too soon
30-min appointments in 15-minute slots
Patient alert box
Appointment type
Scheduling with someone other than usual provider
Duplicate chart
How to avoid a Duplicate chart
Ask for the patient’s full date of birth before creating or updating a chart.
If there’s a match on the name and DOB, follow up with a few additional questions to confirm identity (like address, phone number, or other details).
Creating duplicate charts can lead to confusion, errors, and delays in care — so taking a few extra seconds to confirm details can make a big difference.
What does it mean to exhaust all procedural options to handle the patients request/concern
Utilize all options to assist patients request. If there is something we can not do what is it we can do for them.
How to Mannually transfer the patient to Option 9
In order to do this you will need to press sandbox with the Main phone number to Spectrum and press enter you will than need to press sandbox again and type option 9 enter We will than conference and then patch.
To schedule your pre-op evaluation, I'll need to confirm a few details with you. This information will help us ensure a smooth and thorough pre-op evaluation process for you. What information do we need to collect
Services we do not offer
No appointment for medical marijuana
Appointments for firearms clearances-we do not schedule
Motor vehicle accidents of the person have an attorney or claim#/ we only schedule patients without any motor vehicle insurance and do not have a lawyer involved
No autism testing
No commercial vehicle exams (Ex: trucks, larger vehicles other than cars)
No appointments to be scheduled for prior authorizations (prior authorizations have their own departments)
No appointments for things not in the Provider’s scope
No appointments for urine testing for work or school
No FMLA, STD, Pre-op Clearances or Home Health Form appointments for New Patients
3 restricted appointment types and what that means
These slots are intentionally placed on the provider’s schedule for specific purposes. The above appointment types can only be repurposed within 24 hours of the appointment date and time. If you receive a call from a patient before the 24-hour window, do not offer these restricted slots as an option or mention them to the patient. Instead, look for the next available appointment that is not restricted.
What are the 5 types of Auto fails
Did the agent handle the call correctly and refrain from giving any medical advice or treatment options
Did the agent handle the call without using Inappropriate remarks, yelling, cursing.
Did the agent start speaking within 15 seconds?
Did the agent handle the call without discussing medical history, or verify all patient information first
Did the agent have less then 5 minutes of disconnect time?