HIPAA
Who can schedule an appointment for patient?
Anyone
When do we transfer to Team Health?
After 4:15pm if an established patient mentions any of the Triage symptoms.
When collecting address information what should you ask?
Is this a home or an apartment
Verify if caller is listed as a Delegated Individual and/or has Guardianship if they request to _______.
Cancel appointment.
Requesting any information such as appointment or demographic information.
If an established OB patient calls stating they are experiencing back and knee pain. What should you do?
Send High Priority Telephone call encounter to LCH Nurse Triage Pool using LCHTriage quick phrase. DO NOT schedule.
Notify patient that they will be transferred to a nurse to discuss their symptoms.
Cold transfer to Triage English or Triage Spanish
What information do you need to first look up a patient?
DOB and Phone number
Where can you find the intake forms in the patient's chart (not Registration)?
Under the Media Tab OR Base Patient Window (Athena Documents).
If a patient call (not OB) reporting a triage symptom, what should be the first thing you verify before scheduling an appointment?
Determine if a patient is established through viewing the patient’s chart, in the chart review section.
What are 3 demographics you should always verify after opening patient’s chart?
Confirm phone number, address, insurance information on every call
A delegated individual does not have a date limit however, patient must revoke authorization by _____, what should the agent do and inform patient?
Patient can revoke consent verbally, but you must create an FYI indicating revocation. Caller should be advised to come in to sign revocation form and update intake form.
If an established ADULT pregnant patient (never seen by OBGYN) calls reporting sore throat, cough and congestion, can the patient be triaged?
Yes. A patient is considered established if they have completed an appointment with a medical provider within 3 years. This includes completed appointments with Adult/OBGYN/Pedi/Wellness Bar/LSW Pedi Walk-in Clinic/LMC Walk-in STD Full Panel.
What are the two reasons you would CREATE an FYI?
Patient's Requesting Password
Revocation of Delegated Individual
If caller is not listed as a Delegated Individual and doesn’t have Power of Attorney, what can we do and what should we inform the caller?
Since our calls are recorded, if the patient is available, they can give verbal consent for that one call. Patient must update intake forms during next visit if they want to add a delegated individual.
If patient calls back because they are returning a call from Triage, what should you do?
Cold transfer to Triage and add a follow up note in the open telephone encounter. If the encounter has been closed, open a new encounter with follow up notes.
Name the four reasons FYIs (flags) are used for?