Telephone Encounters
What is the name of the icon/button pressed to see a list of Encounters to ensure a duplicate message is not sent.
Review/Chart Review
What is the maximum amount of time you may keep a patient on hold?
2 minutes
is the following scripting correct?
Thank you for calling UCI Health (Department Name)(Name) speaking, how may I assist you?"
UCI Health should be UC Irvine Health
Is is never okay to disconnect a Call back interaction if you are directed to another entity's centralized call center/phone tree?
False.
What 2 reasons would we flag a patient record in Epic?
Identity Theft
Deceased Patient
The name of the only Encounter category type that the PAC is allowed to access and document within.
Telephone Encounter
______ is a useless waste of energy unless we get ______.
Worrying/Motivated
What is the correct scripting for Ebola?
Have you traveled abroad in or ear the Democratic Republic of Congo in Africa for the past 30 days?
Describe the difference between a General Inbox Message and a Telephone Encounter
General Inbox messages can only be sent to 1 individual at a time and are usually for prospective patients or those without an Epic Record.
Telephone Encounters are for established patients and are directed to an Ambulatory Pool.
What 2 reasons would you open a Service Now Ticket via Epic.
Providers not in system
HIM Chart Correction
When documenting a Telephone Encounter, which pieces of information are required for the following, in addition to all pertinent call information:
Pharmacy?
Resident?
Pharmacy: Name and best call back number
Resident: Name of Resident
What does ASAP stand for in ASAP Technique?
Apologize
Sympathize
Accept Responsibility
Prepare to help
Name 5 ER Symptoms on the Emergency Symptom List
Chest Pain
Allergic Reaction
Difficulty Breathing
Seizure
Numbness or Weakness
Dizziness/Lightheaded, confused or unconscious
Headache
Bleeding
Severe Abdominal Pain
Suicidal Patient
Name at least 5 categories we would flag an Epic Referral for?
Additional codes required
Clarification of Diagnosis/Specialty
Extension
Patient Rescheduled
Ins Change
Need Records
Redirect outside of UCI
Other
You may proceed with scheduling if a patient answers yes to a Measles Screening, so long as they are connected with a Nurse at the clinic.
False. You may proceed with scheduling, but please connect to PAC Registered Nurse.
Name at least one of the scenarios when is it okay to create an addendum to a message that is no longer open.
We should never create an addendum. We should initiate a new message when this occurs.
Explore all ______, exhaust your ________.
Options/Resources
How many time are you given to complete your Wrap Up Code
20 seconds
What steps would we follow for patients seeking Medical Advice between 7a-8a and 5p-6p.
Advise to go to nearest ER or call 911.
If caller refuses,
-Schedules 1st available appointment
-Send High priority Telephone Encounter
What departments are we allowed to initiate a cold or blind transfer?
Radiology
UCI Medical Center
Health Information Management
-If the caller has called more than ___ regarding the same issue please change the priority to ___.
-If it has been more than __ hours with no response from the clinic, please change priority to ___.
-If the caller has called more than ___ and it’s been more than __ hours please call the ___ ____.
Once/High
48/High
Twice/24/Urgent Iphone
Name 3 forbidden phrases and their alternatives?
I don't know/That's a good question.
I can't do that/This is what I can do.
You have to/If you could please.
Hang on/ May I please place you on hold?
Which department is associated with the following information:
714-456-5521
Monday-Friday
8a-5p
Epidemiology & Infection Prevention (EIP) Department
Name of the email Discharge Letter requests are sent to?
ADMREG-CALLCENTER-SR-LEADERSHIP@UCI.EDU
If you receive a call that was intended for another Pod, please conference call to an agent who is on "_____ _____" and not "__ ______"
Available Status/On Phone