Enter Title

Kyruus

100

Will Dr. Rafiq Ali accept a Transfer of Care patient from Dr. Jeffrey Sweeney?

Yes, because it is outside of the region.

200

Which pool should we send a TE to regarding a new Cardiology referral too?

FAM MED KINGS HARBOR CLINICAL SUPPORT

300

Can we schedule a MyChart VV with Dr. Kimberly Gray?

No, Kyruus tells us to send a TE.

400

Dr. Patricia Thompson- If an established patient needs to see her and she does not have any availability, what is the next step?

Schedule with either Laura Mizell, then with Tracey Grappe.

500

Dr. Stovall- What are three things Dr. Stovall will no longer see patients for after 1/1/2023?

Annuals, Pre-op, Ed Follow-Ups, Hospital Follow-ups, Acute Symptoms

Quality Expectations

100

What is your Houston Methodist's greeting?

Thank you for calling Houston Methodist Primary Care Group, My name is ____, how may I help/assist you today?

200

What are two patient identifiers other than name and dob?

SSN, Address, Phone #, etc

300

With our new wrap-up code goal, are we wrapping the call for the initial reason or for the outcome of the call?

Outcome

400

How long can we have gaps of silence before we are deducted by the QA team?

10 seconds

500

What is the proper hold procedure? (two parts)

Get the caller's permission to place them on hold and thank them for holding once returning to the line.

Process

100

If a patient calls and is running 10 minutes late to the appt, what is the process?

Call the office to inform, if no answer send an escalation.

200

If a patient has 4 pills left and calls for a prescription refill. What is the process?

Send a TE using the rx template.

300

A patient has an earache, PCP does not have any availability within a week for the est pt visit type. Walk us through the process.

1.Check if PCP Established visit type is available

2.Check if PCP Same Day visit type  is available

3.Check for PCP next day slot (if clinically appropriate)

4.Offer to schedule with Same Day Clinic or Send Urgent message to PCP office for assistance

5.Offer patient other PCP within the same practice or same region (use regular slot and send TE to patient’s PCP)

6.Offer PCP in other region (use regular slot and send TE to patient’s PCP)

7.Offer Virtual Care visit as an option

8.Offer Next Level Urgent Care

400

A patient of Dr. Rismyhr that has Texan plus is following him from a prior practice and requesting to be scheduled for an annual. What is the process? Visit type? Documenation?

Patient cannot be scheduled because Dr. Rismyhr is NOT in network with Texan Plus.

500

An established patient of Dr. Grissom has had a cough and fever and needs an appointment. What is the visit type we offer? What are the probing questions? What is the documentation?

Visit Type- Est pt (if negative covid test), or Mychart VV (if no test has been taken or positive). Probing questions- How long have you had the symptoms? Have you taken a covid test? Documentation- Symptoms, length of time, if patient has taken a covid test.

Individual Metric Goals

100

What is the QA goal?

95% and above

200

What is the wrap-up code goal?

90% and above

300

What is the AHT (Average Handle Time) goal?

Under 5:00

400

What is the Not Ready % goal?

5% and below

500

What is the "CURRENT" adherence goal?

96.4% and above

Department Stats

100

Service Level Goal?

80% and above

200

Abandonment Rate goal?

Under 5%

300

What does RONA stand for?

Redirect on No Answer

400

ASA goal?

30 seconds or less

500

What does ASA stand for?

Average Speed to Answer