Call me maybe
What is the time frame we perform callbacks from the local level?
9-15months
A patient wants someone to come to their home daily to help clean house. Is this a home health skilled service?
homemaking alone is not a skilled need. Find out why are they needing help.
What is the first thing you should determine when a referral comes in?
Do you have all the information to input the referral? Does the patient live in your service area?
How often do we update the referral/discharge/ hospital boards?
Daily
BONUS what are the 3 colors we use and what do they mean?
You are calling a patient to set up SOC. HUHH, WHATTT, the patient hangs up because they cannot hear you. What should we do?
Contact other contacts on the chart.
Send a drive by
A patient says, "Nobody told me you were coming." What call should happen before admission?
Welcome call!!!
How can we receive a referral for home health?
verbal or written.
Mosai, portals, brought in by AE.
You receive a MCR(Medicare) referral for PT only. What are your next steps after insurance verification?
Contact your therapy coordinator to see how quickly PT can go out so that you can coordinate the RN and PT for SOC.
What report can you run to identify patient care types?
unduplicated census
You receive a referral on a patient that has experienced multiple falls over the last month. You call to set up the ordered services but the patient refuses and says they are fine. How can you proceed?
Talk to the patient about why the HH orders were sent over and what we can do to help. Let the patient know we will follow up with their PCP/order physician of their refusal, and that we will check back in with them in a few days/etc.
Why is timely referral follow-up important to both the patient and the agency?
Timely follow-up helps get the patient connected to care faster, improves patient experience, and prevents referral loss/non-admissions.
You receive a referral for a patient that is currently in a facility. Insurance is approved but the patient does not have a d/c date yet or it's planned for the future. What should happen next?
Notify referral source that we accept the patient. Verify we can do bedside visits, notify AE. Continue to follow up with family & facility until discharge home.
You receive a MCR referral from the hospital, and the patient has no PCP. Can we accept this patient?
YES!! We can help the patient get set up with Choice.
How many specialty and EBH programs do we have?
8
BONUS
Care Connections, Pain management, TAB, Wound Care
Anx/dep, Alz/dem, addictions, BH
A patient calls in and wants home health services. You reach out to the patients PCP and they do not agree. What options do you have?
Figure out what it is the patient needs. See if they are willing to see a new PCP. (Choice) Continue to follow up!!!
You perform a monthly callback to a patient, and we have been successful at making contact with the patient. What options do we have moving forward?
Look at other contacts on the chart.
Talk about it at FOUCS with your team to see if a nurse happens to be aware of new phone numbers.
Send out cards that can be orders through ticketing system.
Verify if the person is listed on the consent form. Speak to the patient to see if she verbally allows release of any information.
You receive a referral for OT only. Can we admit patient?
OT cannot stand alone for first cert. must get verbal to add n SN or PT.
DNR
You talk to a patient that needs HH services and says they have traditional MCR. You receive the referral and the insurance comes back as a replacement plan, we are not in network with. What can we do?
Contact the patient to see if they are aware of their new current ins plan. Offer information on switching back to traditional MCR. Discuss with BM on possibly getting patient accepted because they would benefit from one of our programs.
A referral comes in and is missing important information and you are unable to complete the referral in HCHB. What should happen next?
Call the referral source quickly to verify we did receive the referral and to gather the missing information.
BONUS- what happens if they do not answer?
A current patient is calling the office frequently throughout the day. Asking many of the same questions and seems very anxious about a new medication they received from their doctor that day. What should we do in this situation?
Notify patients SN quickly of the behavior for a tele call to be placed. Maybe patient needs a visit. Call the physician office to discuss the changes and request medical records.
You receive a referral on an infusion patient. Insurance is good to go but what must we know before we can accept?
Has first dose been administered? What labs will need to be drawn and the freq? has patient/CG been taught/teachable/capable?
BONUS- coordinate with infusion company for delivery of medications.
What is our company motto?
We serve patients.
The SN sends back a SN visit because patient refused due to being at the hospital. What do we need to verify before entering a transfer notification?
Verify if the patient is admitted to the hospital or not. Get admission date. DX and plans for d/c.