Open Ended
Winback: Ask for the patient's business back using an open ended question
We would love a second chance to care for you again and show you a better experience, how does that sound?
I believe we can offer you a better experience, and I'd love to get you scheduled with another provider, what are your thoughts?
In the hit TV series The Office (US), what is the name of the paper company where the characters work?
Dunder Mifflin
Why would I choose OMS as my pcp?
Value Based Care
On-site labs
Same day/Next day
24/7 access to providers over the phone
Coordination of care with hospitals, specialist or loved ones
Longer appointments designed around the unique needs of seniors, as well as a team-based approach
One Medical App/Portal
How would you offer the PHX event to a patient/caller?
Bridgerton Ball
West: Orabella Banquet Hall
Friday, November 6, 1-5pm
East: The Acre
Saturday, November 7, 1pm-5pm
Event Highlights Patient Appreciationevent
Dancing, photobooth and mingle amonst senior community and OMS staff. Light refreshments Provided throughout the event to create a welcoming, social atmosphere that encourages networking and relationship-building among attendees.
Name 3 benefits of using the OM app
1. Self scheduling
2. Medication list
3. Messaging with care team
4. View lab results
5. Treat Me Now
6. Health AI
Make this statement open ended: Would you like to schedule a new patient visit?
Let’s get you scheduled for a new patient visit, how does that sound?
Which boy band released the hit song “I Want It That Way”?
The Backstreet Boys
Patient: Can you tell me about your services?
Value Based Care
On-site labs
Same day/Next day
24/7 access to providers over the phone
Coordination of care with hospitals, specialist or loved ones
Longer appointments designed around the unique needs of seniors, as well as a team-based approach
One Medical App/Portal
What is the Close date for a MA enrollment?
Today's date (date of the enrollment)
Benefits of coming to OMS vs going to a medical center that houses PCP and Specialist under one roof
1. Option to select your own specialist
2. Not confined to one network
3. Sooner scheduling access
4. Less limitations
5. Health Navigator is able to coordinate care
Respond back to this patient using an open ended question -
Patient: I am no longer a patient with One Medical Seniors
What happened throughout your care that has made you decide to leave OMS?
What 1994 film is famous for the quote "Life is like a box of chocolates"?
Forrest Gump
I don't need to go to the doctor, I'm healthy
"I am so happy to hear that you're healthy, we actually would like to establish care with you before you actually need us. We do offer SDND appts for established patients for when they need us"
What should be filled out on the PES tab after a MA enrollment that included a PCP change?
☐ Stage = Appointment Scheduled - PCP Change Completed
☐ PES Owner (Pec Name)
☐ Chart Review Outcome = PCP Update Needed - New Patient
☐ PCP Change Date
☐ Payer PCP Change Effective Date (first of following month)
☐ PCP Change Type = Call to Payer
☐ Payer PCP Change Reference #
☐ PES Status = Awaiting Roster Confirmation
☐ 1Life Member ID
☐ 1Life Link
What is the DOE (Description of Experience)
DOE
One Medical Seniors is a Primary Care Provider's office that specializes with patients on Medicare and we provide Value Based Care. We partner with our patients long term to help them when healthy or sick. We work with our patients to improve health outcomes and focus on preventative care. You will have a care team that is here to work with you and as a team, we strive to learn your goals and challenges. On the first visit, this appointment will be to get established with our office so we can start caring for all your needs and ensure we are seeing you yearly and when needed. How does that sound?
Give an example of an open ended introduction for an IB call after you collect the patients name and phone number
How can I best assist you today? What can I support you with today? How can I help?
What actor is known for playing Captain Jack Sparrow in Pirates of the Caribbean?
Johnny Depp
I don't want to schedule, I just want more information
Not a problem at all, I would love to provide you with more information. What's most important to you when selecting a primary care provider?
How would you offer the event for a GA patient/caller?
Hocus Pocus Ball - The Westside Warehouse
Saturday, October 31, 1pm-5pm
Event Highlights Patient Appreciation event
Dancing, photobooth and mingle amongst senior community and OMS staff. Light refreshments Provided throughout the event to create a welcoming, social atmosphere that encourages networking and relationship-building among attendees.
What is the Mixed Model DOE
One Medical is a unique primary care practice with over 125+ offices nationwide. We run on a membership model covered by either your insurance plan or an annual membership of $199, that helps support the additional features we built into the practice that insurance doesn't cover. Those features include access to an online portal, as well as our mobile app. From these platforms you can self schedule appointments through a live calendar, access a secure messaging platform to communicate with your care team, and reach our on-call medical team. The on-call medical team is available 24/7 for video chats and messaging on demand, they are board certified, and able to prescribe medications for more common issues (like coughs, rashes, and even UTIs). The virtual aspects of our practice allows us to offer better appointment availability in the office, like many same and next day appointments. Your appointments would begin and end on time, and are longer, allowing you to get more face time with your provider than at traditional offices. Our office locations also have labs onsite for any vaccinations, blood work, or COVID testing that you may need. I know that this is a lot of information, do you have any questions I can answer?”
What is the definition of an open-ended question?
An open-ended question is an inquiry that cannot be answered with a simple "yes" or "no", and typically starts or ends with how, what and why.
EX:
Why are you changing providers?
I’d love to get you scheduled, how does that sound?
Tell me, what are you looking for in a doctor’s office?
Who was known as The King of Rock 'n' Roll
Elvis Presley
Winback: I had a bad experience with my provider
I understand how frustrating that can be. That's not the experience we want any patient to have, and I appreciate you telling me about it. I'd like the opportunity for us to make it right. What would need to be different for you to feel comfortable coming back? I want to make sure we can meet your expectations.
What two pieces of information should you be asking for during your intro for IB calls?
Legal name and phone number
What are benefits of scheduling now instead of waiting if eligible?
Same day next day appointments
24/7 provider on call