CUSTOMER SERVICE
TERMS
BALANCES
BEST PRACTICES
INSURANCE
100
Acknowledge, Introduce, Duration, Explanation, Thank You
What is AIDET
100
A fixed payment for a covered service, paid when a patient receives service
What is Co-pay/Co-payment
100
How to identify past due balances on a patient account in the Appointment Manager screen of Flowcast.
What is the $
100
FREE BONUS 100PTS RING YOUR BELL!!!!!
BONUS Points Allotted 100PTS
100
The sheet that must be printed at every visit (not to exceed once per month) and can be printed in a batch or single
What is the Facesheet
200
While checking in Mr. Jones you notified him that Dr. Smith is running 10 minutes late today. What part or the AIDET tool have you demonstrated?
What is Duration
200
The percentage of covered expenses the patient shares with the insurance company up to a maximum out-of-pocket amount
What is Co-Insurance
200
A monthly payment agreement setup for a total THPG account balance for a patient in Flowcast.
What is a Budget Plan
200
Process you take when a patient is over 65 and has Medicare Secondary.
What is check box for Medicare Age - No Part B Cov.
200
Perform verification of benefits and document in the VOB Template in Flowcast
What is the process you will take when the VOB system is down or you have a same day appointment
300
When speaking with a patient over the phone we can do what action to ensure proper phone etiquette?
What is Smile
300
The maximum dollar amount an insurance company will pay for a given service
What is Fee Schedule / Allowed Amount
300
First step in Batch Printing Statements.
What is Click Demand Statement on the VTB in Flowcast.
300
Answer you will choose on the Final Verification pop-up when insurance is verified and patient is checking in
What is Yes
300
FREE BONUS 300PTS RING YOUR BELL!!!!!!!!!
BONUS Points Allotted 300PTS
400
The 5 Check-In Associated Service Standards
1. Follow 10/5 Rule - Acknowledge people at 10 feet with a smile. Say hello or greet people at 5 feet 2. Communicate using AIDET 3. If physician is running late, let patients know how long the wait could be and apologize 4. Periodically round the reception area and keep patients informed of wait times 5. Control noise level
400
A financial account that can be setup through an employer. This allows an employee to set aside a portion of earnings to pay for qualified expenses. Usually the employee will have a card to use these funds
What is Flexible Spending Account (FSA)
400
Self Pay Balance FSC Shown in the Invoice List
What is SAI
400
Prompt Pay Discount cannot go below what fee schedule?
What is Medicare Fee Schedule (FSC 501)
400
How you identify if the insurance on the visit is the same as what is listed in the demographics screen
What is review the Appointment Manager columns: Ins 1 and uVM Plan Desc 1, Ins 2 and uVM Plan Desc 2 to ensure fields are appropriately corresponding
500
The 4 Check-Out Service Excellence Expectations
1. Acknowledge patient and ask how you can assist 2. Verify if patients have any questions 3. Ask patients if they are enrolled in {Patient Portal} 4. Thank patients for coming
500
Employer funded health benefit plan that reimburses employees for out-of-pocket medical expenses
What is Health Reimbursement Arrangement (HRA)
500
Contact person responsible for setting up user access to Insurance Verification Websites.
Who is Chandra Whitehead (Bowie)
500
Any monies that could have been collected at time of service, but were not and are left as a patient balance after insurance payments have posted.
What is pass-through
500
2 Areas in Flowcast Which Must Be Used For Proper Documentation of A Referral Authorization / Pre-certification.
What is the Referral List and Visit. (you must attach the referral to the visit)
M
e
n
u