General Call Center
Telephone Triage
Guidelines
IntefleCS
Interaction Client
100
Hospitals, insurance companies, and physician practices.
What are the types of clients?
100
"Always err on the side of caution", "never abandon a caller in crisis" are just a couple of examples.
What are "pearls of wisdom"?
100
Our largest client.
What is TCPA?
100
Place the call in this queue when you make an attempt but are unable to reach the caller.
What is the RN Personal Queue?
100
The name of the instant messaging system used to communicate between staff.
What is Spark?
200
Email this group at TeamHealth when you receive a compliment or complaint.
What is Client Services?
200
Where the questions are found to ask a caller before you triage.
What is the nurse assessment?
200
The only time you use this guideline is when the patient has no other symptoms at all.
What is the fever guideline?
200
The main tab for performing most of the functions you will use during a call.
What is the Call Action tab?
200
The status I will stay in for the majority of my shift.
What is the Working Follow-Up queue?
300
The call center staff who collects the chief complaint and demographic information on the patient.
What is the Patient Coordinator?
300
The type of calls that describes an angry or anxious, caller.
What are difficult calls?
300
These guidelines direct you to other guidelines.
What is "see more appropriate guidelines"?
300
The name of the screen that populates the client's preference if the patient needs to be seen.
What is the GOTO/physician referral screen?
300
What a PC does with the call after they find out who paged that physician?
What is park the call to the nurse?
400
The person/number you call if you are calling in sick or are delayed in starting your shift.
What is the lead patient coordinator?
400
The safe & appropriate disposition of health related problems by trained RN's using guidelines & protocols.
What is telephone triage?
400
Do this when a caller has two totally unrelated symptoms.
What is use a second guideline?
400
The name of the tab where you document a new medication order from a physician.
What is Verbal Orders?
400
The icon in Interaction Client that lets you know if a nurse is talking with someone.
What is a telephone?
500
Method by which you are evaluated on your calls.
What is a listening audit?
500
You document and give advice from an approved website but do not triage the call.
What is a clinical call?
500
Type of guideline used when the patient has already been seen and treated for this problem recently.
What is a follow-up guideline?
500
The name of the queue where you place your record after paging a physician.
What is the Paged Awaiting Call Back Queue.
500
The type of call you answer first before taking the record out of the queue.
What is an urgent call?
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