Scripts
Pt calls for lab results. Results are pending review in the provider box. What do you say?
It looks like your results are here, but the provider has not had a chance to look at them. We will let you know as soon as (s)he has a chance to review it, though it may not be until the end of the day. I will let the provider know you called for the results.
EKG
How many leads are on a 12-led EKG?
10 leads
Appointment types that require pre-appt? List out the times
15 mins- WCC, PE, WWE, MWE
30- NP, Newborn
60-Spirometry, EMDR
What is RLQ?
Right lower quadrant
When do you track time for CCM?
EVERY TIME.
except when they call to verify an apt time......
A 65-year-old calls to establish care with us. What do you say?
Unfortunately the provider that is accepting new patients specializes in children and young adults. Please contact your insurance to get a current list of providers accepting your insurance.
Infant Vitals 0-3yrs
- Height
- Weight
- Pulse
-Respiration
- Head Circumference
Teen calls on Sept 20th to schedule a sports pe. But he had WTE on Jan 22nd 2024. How do you handle this call?
If WTE was completed in the last 12 months was an eye exam and musculoskeletal exam done? If not, message provider, but sports physicals are not covered by ins, so will need a short appt to complete paperwork – also needs reason for appt (follow up) or pay for sports PE, if any questions or confusion message provider. YCCO can do physical at any time.
What is OU?
Both eyes
What is the process for loaning equipment to a patient?
- Complete the loaner form and have the patient sign it.
- Scan the form and give the original to the patient
- Make necessary notes and add to jcooke box
- follow up in 2wks
Pt calls requesting an emotional support/companion pet letter for housing. What is the process?
We do not write emotional support or companion pet letters for housing. We can schedule you to come in and discuss this with your provider, and they can write a recommendation letter if necessary. Emotional support letters need to be written by a mental health provider.
Quality Control-when and what test require QA?
- New boxes UA, HCG, Strep, COVID, Flu, Mono, A1c, Glucose
Monthly- UA, HCG
MVA
If pt was seen at the ED call to request ED notes.
What is S/p
Status post
Pt calls with new insurance. What is the process?
-ask pt to send a picture of the insurance card.
- Send Katherine a message with new insurance info.
Pt calls for a refill of blood pressure medication. What do you ask?
-Medication name
-Did you call the pharmacy to request the medication
If No, have them call the pharmacy and have them submit a request.
If yes, look at the chart to see if we received it. Are there any notes, or check ticklers that may need a follow-up? If received but not filled, send a message to the provider and let the patient know that medication refills can take 2-3 business days.
What is the order of drawing for the following? lavender, Bullseye, solid red, light blue?
- light blue
- Red Tube
- Bulls eye
- Lavender
Workmen's Comp
Workmen Comp information (name, address, phone, fax etc.)
Translate medication sig: Take 2 cap po qd at qhs.
take 2 capsules by mouth at night
Front desk scrubbing, what is the process the night before
- Print alerts
- Add stickers
- VFC/Pvt/Medicare
- print med list
- check flags
- check quick view notes
- verify insurance
- check apt type add proper paperwork
I don’t want to schedule my follow up (2-4wk, 3mo, 6mo, etc), why do I need to?
At Sunrise Family Clinic, our goal is excellent healthcare. We follow national guidelines for chronic disease management and if you are taking chronic medications, this usually means medication follow-ups, usually a couple weeks after starting that medication and every 3-6 months. This is a time to review medications, see if they need to be adjusted or if we can possibly stop them, how they are working, and identify any concerns.
What are some helpful tools you can use when a patient passes out from a blood draw?
- Make sure the patient is in a safe position
-Elevate their feet
-Cold water compress on head
- Water, juice or granola bar
Pt calls in for abdominal pain. What do you ask, how long do you schedule the appointment for?
When did it start? Location? Any other symptoms? if acute schedule same day 30 mins preferred.
if chronic schedule a follow up with provider next available ( if weeks out ask management)
translate this medication direction for patient, take 1tbsp po qod.
Take 1 tablespoon by mouth every other day
Pt leaves a VM at 7:50am to cancel his 10 am apt. He was called in to work. What is the process? The last no-show was 2021 and 2019. What letter do you send?
Call to offer TM (reception)
If declines TM, start pt case (use dot phrase) and send to provider.
Provider will decide if pt will receive last chance letter.