AE/PQC
This type of event must be reported even if you're unsure whether the drug caused it
What is an Adverse Event (AE)?
This type of cybercrime uses fake emails or websites to trick people into giving up personal or financial information.
What is phishing?
This part of an email helps recipients prioritize their day and should never be left blank.
What is the subject line?
This listening style involves hearing without reacting, engaging, or asking questions.
What is passive listening?
This is the primary reason Orsini uses Five9 for all inbound and outbound calls.
What is to record calls for quality assurance and patient safety?
Orsini employees must report any identified AE, PQC, or Medication Error within this timeframe.
What is 24 hours?
Before clicking a link in an email, you should do this to check if the URL matches the expected destination.
What is hover over the link?
Using this punctuation excessively in emails can make your message seem less serious or overly emotional.
What are exclamation marks?
This listening style occurs when someone is mentally elsewhere, missing key details and non-verbal cues.
What is daydreamer listening?
How much time do we have for aftercall work?
What is 5 minutes?
A patient reports that the vial looks cloudy and the needle is bent. These concerns fall under this type of reportable issue.
What is a Product Quality Complaint (PQC)?
Strong passwords should be longer than 8 characters and include a mix of these four types of characters.
What are uppercase letters, lowercase letters, numbers, and symbols?
To make emails easier to read and understand, you should use these two formatting tools to break up long blocks of text.
What are bullets and white space?
This listening style involves breaking down a message, identifying fallacies, and questioning the speaker’s motives.
What is critical listening?
What is the rule for HIPAA verification during calls?
What is name plus 2 identifiers?
This reportable situation involves a patient taking a drug for a purpose other than what it was prescribed for
What is off-label use?
You receive an email with the subject line “URGENT: Claim Your $500 Gift Card Now!” and a vague message. This type of subject line is a classic example of what phishing tactic?
What is a “too good to be true” lure?
This type of language — including slang, emojis, or overly casual phrasing — can undermine the professionalism of your email or IM.
What is overly informal or casual language?
Someone says “Good job” with an eye roll and sarcastic tone. To understand their true meaning, you must engage in this step of active listening.
What is interpreting?
If a call rings to you and you don’t answer, Five9 logs it this way — and it can negatively impact your performance metrics.
What is an abandoned call under your name?
To ensure a report is complete and actionable, Orsini staff must include four key elements — known collectively by this acronym.
What is P.E.R.P. (Patient, Event, Reporter, Product)?
You receive an email from “support@google.com” claiming to be from your company’s IT department. This mismatch in domain is an example of what phishing red flag?
What is a suspicious sender email address?
Before reacting to an email that feels rude or upsetting, you should do this to check if your own mood is affecting how you’re interpreting the message.
What is re-read the message without inserting tone?
This complete listening style includes hearing, interpreting, evaluating, and responding — and helps avoid costly errors and build trust.
What is active listening?
If Five9 is down, this is the only acceptable action to take before resuming patient communication.
What is raising a high-priority ticket with IT and waiting for Five9 to be restored?