Wrap Up Codes
A patient calls to ask what time the lab opens
No Wrap Up Needed
Patient is returning a call to a nurse
Epic Secure Chat
A patient is calling for a medication refill but also mentions they are having a hard time with their MyChart. How is this call handled?
Send the TE to the clinic for the medication refill. Offer to warm transfer the patient to MyChart support and ask if they would also like the phone number.
What are the two NFL teams that have played every Thanksgiving day since 1966
Detroit Lions and Dallas Cowboys
What is the company that is open November and December for a Turkey Talk-Line to answer questions about Turkey?
Butterball
Warm Transfer
Patient is calling in that is needing a healthy connection referral, or an approval to change to a video visit within 4 hours?
Epic Secure Chat-- For requests within 4 hours on the same day such as a healthy connections referral or appointment change those should be sent via Epic Secure Chat initially.
If a patient calls for a FAA physical(IM/WR only) or a wellness exam that is due within a certain timeline. How is this call handled if nothing is available?
Tell the patient you have nothing showing for something prior to when it is due but that you will send a TE to the clinic explaining that they have a due date for this and ask if there is any suggestions from the clinic.
Which president decided that Thanksgiving would be observed on the last Thursday of November?
Abraham Lincoln
How long can a turkey be stored in the freezer?
2 years if unopened
A patient schedules an appointment
Documentation- You are physically documenting something in the chart even if that is just a scheduled appointment so this should be under documentation
A patient calls in to check on a referral request that they had requested previously.
TE-- The nurse will have to check in the chart for approval for the referral from the provider, if not able to find this approval, they will need to speak with the provider for approval.
How should a call be transferred 99% of the time?
When was the first Thanksgiving feast held?
November 1621
Which state produces the most cranberries?
Wisconsin
A patient calls to request a refill for a medication
Sent to Clinic/Clinical Staff
Patient called in the late afternoon to check on a medication request that was sent yesterday morning
TE-- nurses & providers have 72 hours to refill a medication
A patient is calling to schedule an imaging order. How is this call handled?
Select the green transfer button under the call scripting and WARM transfer (consult) over to the Outpatient Scheduling line. This will put them at one of the top slots in the line and not put them at the back of the line as it would if it was transferred normally. (This should be done for any connect department)
How many passengers were on the Mayflower?
102
What is the most disliked Thanksgiving Day dish?
Cranberry Sauce
Patient had a rash and wanted to speak with a nurse and agent needs to send a message
Sent to Clinic/Clinical Staff (Triage)
Patient is calling with readings from a device such as blood glucose monitor/blood pressure machine that the nurse asked the patient to call back for.
TE (unless the patient was having concerning symptoms or concerned with the numbers on the machine --- triage)
If a patient declines triage for a yellow(no appt in 24 hours), red, or 911 symptom what should be done when scheduling?
Note the declination in the appointment notes AND send a high priority TE to the clinic notifying them of the appointment and the declination. They can contact the patient if they are needing to go to ER and advocate for that, if needed.
How long did the first Thanksgiving last?
3 days
According to the National Turkey Federation, roughly how many turkeys are consumed each Thanksgiving?
45-46 million