Medical Group
What specialties are most import to patients to get access to care?
all of them
Care Connect Center
What is the best thing you can do to sound more pleasant on the phone?
Smile
What type of patients are we scheduling appointments for when they leave our EDs
Primary Care, Cardiac, Orthopedic
What is the maximum time someone should be on hold?
2 minutes
What should you do if someone is asking for second opinion on a possible revision surgery?
Escalate to Care Connect Center leadership team for facilitating
If authorization is required, how far out should appointment be scheduled to allow time for authorization/referral process?
72 hours
What to say if you don't know the answer to something?
“May I please place you on a brief hold while I look into this for you? ”
Why would patient call the care connect center?
Make appointment with medical group or given number through navigator or marketing
If a patient cancels/reschedules withing 72-hour window of appointment, staff should begin?
Calling patients on waitlist to offer prior appointment
What information is required for new patient appointment?
New, Reason for Visit, Referral Source (Dr. Sean Johnson), Insurance (BCBS Gator Care), Not Workers Comp/Auto Case/ Litigation, no recent surgery (Sx: _____, 7/8/2023 by Dr. Watson)/ Recent Imaging (MRI @ Simon med imaging 1/20/2024 bringing disc and report)
What are the two forms of documentation required for authorization and referral updates?
Epic documentation and tracking log
What should the patient sign up for to stay connected and access their clinical care?
My Chart
Which locations do we have navigators at?
All ED and ED UC
Always obtain what information when scheduling a new patient
Name, DOB, Email, phone number, Address
What new service line is starting in August?
UROGYN
True or False: A patient can schedule without a referral / authorization on file?
True
How often should we return phone messages?
Every Hour
Navigator team will be providing what information to patients?
Physician flyers, medical group information, Care connect phone number
During downtime and phones quiet I can answer questions and route documents from
In basket
What are the names of our medical group physicians
Dr. Caballero, Dr Seifu
Dr Radnothy, Dr Mitchell, Dr Tankson,
Dr Nelson, Dr Kent, Dr Luk, Dr Bundz
Dr Rohatgi, Dr Kudish
How long after appointment is scheduled will the care connect team start coordinating authorization and/or referral request?
Same day
What forms of communication must be documented in epic?
referral/authorizations updates, staff communication and hand off of Care connect center to offsite team members in practices, medical record questions.
Which Navigation team is the best to answer question regarding patient that was in-house and just discharged and wants to discuss nutrition options? No appointment wanted with doctor at this time
Team Silver
What are our brand standards?
Create Confidence, Own the Moment, Make meaningful connections