Attendance Policy
What counts as a Full Attendance Point?
An unexpected absence of 4 hours or longer
How many total QA evaluations are we getting in InContact?
Twenty
Where do we find the AH decision tool?
CareLine SharePoint page
When do we escalated a referral call?
Same day or next day appointment. Only if there is an order.
What is the time that it takes for 1 attendance point to drop off your file?
90 Days
How many evaluation will be for the first 20 seconds of the call reviewing if you are ready for the call, not working on previous call, and use proper greeting within 5 seconds?
Five
How often do we download the tool?
Start of every shift
Who is our first escalation?
CareLine Referrals Escalation
How many points does it take to start official counseling processes?
Three
How many evaluations will you see looking only as HIPAA policy and following the patient identification guidelines?
Five
When do we use the AH Decision tool?
The Beginning through the end of every AH call.
Who do you contact for "Pending Clinical Review", "Not aligned with Care", and "Business Review (Not Recommended)" status?
FDRG
What can excuse a point even if it is a full day call out?
Medical Excuse for yourself
How many Evaluations will you see reviewing the close of the call? Looking at early disconnection, lingering, and unnecessary hold.
Ten
What are the hours of Afterhours?
5pm to 8am CENTER local time
What do you do if you are unable to locate the order in the patient chart?
Place a clinical Phone message
What counts as 1/2 a point?
An unexpected absence of 7 minutes to 4 hours
What is the new scoring for QA process evaluations?
Pass or Fail
What is the current hold time for an APP as listed in the tool?
10 minutes
Where would you locate the Referral Decision tool?
SOP Library