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Includes clear steps for a follow up, Provides callback details, Professional and helpful to the next agent
What is a good note?
You found 2 requests with the same patient information, same client, and same date of service.
What is a duplicate request?
Must be given before discussing PHI with a site.
What is intro verbiage?
Called 555-555-5555 No one would answer the call. Left a message. Set the callback to continue the ongoing adventure of obtaining a new CD.
What is an example of a bad/ugly note?
Excludes no callback info, vague or incomplete documentation, unclear wording.
What is a bad or ugly note?
Send the site to their Team Lead to have it reassigned to the Copy Service team.
What should the agent do if a site says they use a copy service?
Called 555-555-5555 and reached an annoying ringing sound. Reached some chic who stated she has received a req. with 3 people on it, she'll send the records in 3 full moons time and said to stop calling so much. Red rover, red rover, they'll send the records right over in 3 full moons time.
What is a bad note?
Records are handled elsewhere.
What is a centralized location?
The preferred return route.
What is fax or upload?
Who we spoke with, at what number, what happened on the call and a strong follow-up?
What is a good note structure?
Must be verified every 12 months.
What is DQA?
Review action notes, the client quick guide, check for re-verifies, misc docs, invoices.
Steps to take to prepare for a call?
When records will be sent.
What is a commitment date?
Operators transferring calls are exempt
Who do you not need to provide introduction call verbiage to?
Example: It took Sally 25 minutes to enter a voicemail note that include no research.
What is a time gap?
To locate the deadline for projects, MAX site fee and additional Special instructions.
What is the Client Quick Guide?
Called 555-555-5555 and reached a Spanish speaking only facility. Sneding to be assigned to a Spanish speaking agent.
When to send to your Team Lead?
State your name & company
State the client you're calling for
Give recording disclosure BEFORE PHI
What are the correct introduction steps to begin a call?