Documentation
Do not duplicate documentation nor complete another full eviNote template when a previous one was completed, instead, you should only document this.
What is any relevant new or additional clinical?
You should always obtain this, prior to placing a caller on hold.
What is permission?
Note: Thank the caller for holding when you are done.
To reduce after call and thus AHT, it is best to try to complete all documentation prior to doing this.
What is ending the call?
Following your greeting, HIPAA verification, basic check (status, priority, health plan, etc), and journal review, the 1st piece of clinical you want to obtain is this.
What is the reason or rule out for the study?
This metrics component is often spoke of by using the abbreviation AHT.
What is Average Handle Time?
You should utilize this program for quick templates and shortcuts to decrease documentation/ case processing time.
What is eviNotes?
You should try to keep your dead air to no more than this many seconds
What is 30 seconds?
Note: Use filler scripting such as “Please bare with me,” “Thanks for your patience, I’m still reviewing the case,” etc.
If the caller places you on hold without notice, wait this many minutes, then state "This call is being disconnected due to excessive hold time," and disconnect the call.
What is 3 minutes?
You have the rule out for the study and now need to determine what additional clinical information should be collected, thus the next best step to take would be this.
What is open the appropriate/associated GL?
You must be at least meeting your specialty's team standard for AHT at this percentage, in order to receive a portion of your Quarterly Production Nurse Bonus.
What is 90 percent?
What you document should be pertinent to this.
What is the GL?
Note: Always let your guideline be your guide.
You should refrain from discussing these types of processes, as they do not apply to the caller, and such discussion increases call time.
What are internal processes?
When callers provide an overabundance of unsolicited and unnecessary information, you should trying utilizing this type of scripting.
What is Call Control Scripting?
Note: See "Controlling the Call" education on the Strategic Case Training resources tab.
The clinical information you collect should be specific to this.
What is the GL?
Note: Always let your guideline be your guide.
Your AHT is calculated by adding these two components together.
What are Average Call Duration (ACD) and After Call Work (ACW)?
Note: AKA-Average Talk Time (ATT)/ Average Wrap Time (AWT)
You can decrease your imaging documentation by documenting/ or asking for this section of the imaging report.
What is the impression?
Prior to disconnecting any call, you must include the required call closing, which includes these 2 parts.
What are asking if there is anything else you can help them with AND thanking caller for calling?
If the caller asks you to hold while they go get the ordering provider, you should hold for this many minutes.
What is 15 minutes?
In collecting your GL based clinical information, you should FIRST collect any clinical that will quickly gain you this.
What is an approval?
This component of your AHT starts from the time you are in ready state and receive a call, to the time the call ends or is transferred.
What is Average Call Duration (ACD)?
Note: AKA-Average Talk Time (ATT)
Use these eviCore approved shortened forms of written words/phrases to decrease keystrokes and case processing time.
What are abbreviations?
When you've placed a caller on hold, you should let no more than this many minutes go by, before you check back with them.
What is 3 minutes?
When receiving pushback from callers, let the caller know why the case requires MD review (if possible), and utilize this type of scripting.
What is Call Closing Scripting?
Note: See "Call Closing" education on the Strategic Case Training resources tab.
Pay attention to the information you're collecting, because once you have enough information to approve the case, you should STOP doing this…..AND do this.
What is STOP collecting further clinical AND approve the case?
This component of your AHT starts from the time the call ends or is transferred, to the time you return to ready state.
What is After Call Work (ACW)
Note: AKA-Average Wrap Time (AWT)?