New patient registration
Patient is considered new but has a old spectrum provider listed in usual provider field.
Set Usual provider field back to AAA Registration for NP
Existing Patients (Ages 14–17):
GYN Procedures such as:
Schedule with Amy Holland or Heba Elghaban
If the patient has 3 no-shows in a 1-year period
they need to be scheduled in a Same Day in person or Open Access slot.
CMA, LAB NURSE
How can we limit Disconnect time
Fill out the script while on a call
Finish assisting patient while still on the phone
Limit after call work
What are the different ways we can search for a patient and what does this help prevent ?
We can search patient by DOB, by spelling of name, or phone number. This helps us prevent Duplicate charts
The patient is new, or The usual provider is no longer employed at Spectrum.
In either of these cases, set the usual provider as “AAA Provider for NPs.
HOW OFTEN SHOULD A WOMAN HAVE A PAP SMEAR
21-30 YEARS OLD PAP SMEAR EVERY 3 YEARS
30 - 65 YEARS OLD PAP SMEAR W/HPV EVERY 5 YEARS
patient has not been seen in more than 6 weeks but needs a referral
How can we limit talk time
New Patients under age 13
Schedule with Dr. Hannah Sullivan (Pediatrician)
Sibling Scheduling Guidelines
Siblings 14 and older → schedule with
their Usual Provider.
Initial Podiatry Evaluation
Established Primary Medical Care Patients
Initial Visit with a Podiatrist
30-Minute Appointment Time
Autism Testing Est pt
If the caller/patient is already Spectrum medical patient the appointment can be made with the verbal understanding on the call and with the appointment note both stating “patient would like to discuss autism with the Provider and next steps”
As non-clinical people we want to refrain from giving the patient the idea they will be evaluated. That is a clinical decision. Our job is to make the appointment and let them discuss their clinical needs with their medical Provider
Proper hold policy
Advising a reason for hold and asking to place caller on brief hold. When returning from hold thank caller.
Jewel Bryant can see new patients if they are ...
Schedule with Jewel Bryant if they are self-pay or enrolled in Medicare/Medicaid.
When a patient asks to change their provider:
Behavioral Health Scheduling
any patient enrolled in a Medicare or Medicare Advantage plan should NOT be scheduled for
a telehealth appointment. Do not get Medicare and Medicaid mixed up
AHT stands for
Average Handle time
Appointments should not be confirmed at the time of scheduling When speaking with patients, please inform them of the following: Regarding Appointment confirmations
• They will receive texts a few days before their appointment.
• One text will request completion of consent documents to expedite check-in.
• Another text will ask them to confirm their appointment.
• Appointments must be confirmed at least 24 hours in advance, or it will be canceled.
Established Patient requesting ED follow up at Haverford and usual provider is not available
Schedule with Jewel Bryant only if their usual provider does not have an available appointment within 7 calendar days of the discharge date AND they are self-pay or enrolled in Medicare/Medicaid.
Patient has not been seen in over a year but is in need of medication and is completely out can we schedule a telehealth appointment why or why not
Workers Comp Appointments
If the patient states they have any type of work injury, they should go through their employer for medical treatment. If the patient pushes back, please forward the call to option 9.
KPI stands for
Key Performance Indicator