New
When dialing out to a patient, what do you need to disclose?
That we are calling on a recorded line.
What does OD in an order mean?
Right eye
What does it mean when the payer column is light blue?
The patient is a Kaiser WA/OR and has a Copay.
Who is responsible for getting Voicemails throughout the week?
EVERYONE
Thursday after our meetings, those who are on huddle notes that week.
Name the Four Rapport Acknowledgements.
100% Attention, Response, Understanding, Rescpect
Other than an email, what are the two most important things to get from a patient on a new call?
Hippa & Payment
How many tubes can be drawn for a UCI pt?
20
What are the payment options for a HC order & a Full order?
Full: $699 upfront or 6 monthly payments of $130
HC: $699 upfront or 2 monthly payments of $350
Where can you find your schedule & break times?
Teams PS Schedule Tab
We should be going to our breaks and lunches as close to our scheduled time as possible! Please review when the schedule to verify your times, if it needs adjusted, come talk to Haliey.
Name 3 out of the 10 "ACTIONS"/Steps on the decision ladder.
Action, Commit, Play, Continue, Study, Look/Listen, Challenge, Stop, Avoid, Complain, Neglect.
What BCF(s) can UCI patients use?
Exam One Mobile & Exam One - Orange.
What are the 5 states MediPro covers for mobile services?
NY, NJ, TX, FL, PA
Where can you verify that a payment was successfully completed in the portal?
Portal Transactions
What is the expectation when emailing mentromate?
The Decision Ladder in its simplest terms is categorized by three types of willingness, what are they? (Hint: Picture the ladder and how it is categorized)
Positive, Neutral, Negative
What does it mean when the Patient Portal Status says onboarding complete? What is the appropriate next step?
Onboarding Complete – the user completed their demographic information (address, HIPAA Contacts, etc) and/or an order flow (selected BCF, order type, and completed payment).
Check the patient note and verify the patient is all set. We will call at the time of shipping.
What is the date ranges to pull "needs new order" while working Expiring?
Date range of 6 months ago & 6 months in the future needs to be pulled.
What Kaiser location puts orders through the portal that DON'T have copays?
Kaiser Colorado
When do we submit an Adverse Reaction and what are the steps?
When a patient states VT is causing irritation, redness, soreness, stingy.
Document in patient record on FileMaker, File on HSI, email physician and patient Adverse Reaction Form to complete.
Where can you find helpful verbiage to navigate tough conversations/calls with patients?
Role Play Collecting Insurance Verbiage to the teammate to your right.
We are excited to inform you that we have been successful in receiving insurance reimbursement for Vital Tears from several private insurance companies. While reimbursement for serum tears is not guaranteed, we would like to attempt to obtain coverage for this order of Vital Tears.
• Here’s how this will work:
o You will pay for your Vital Tears today.
o We will collect your insurance information and if you approve, the Vital Tears Consultants will attempt to obtain coverage for your order.
o You may be contacted by one of the Consultants if they need any clarifying information prior to submitting your claim.
o If your provider approves the claim and pays Vital Tears, you will be contacted and reimbursed for your order.
• There is no guarantee, but you have nothing to lose because we are doing the work for you!
What are the 4 patient portal statuses?
1. Invitation Sent – Initial invitation has been sent to the user, they have not accessed the portal or confirmed their DOB
2. Confirmed Birthday – the user has logged into the patient portal and confirmed their date of birth, the user has not completed an order flow
3. Set Password – the user has created a password however did not access the Patient Portal any further
4. Onboarding Complete – the user completed their demographic information (address, HIPAA Contacts, etc) and/or an order flow (selected BCF, order type, and completed payment)
What is the mobile blood draw fee? Which two states have different blood draw fees & what is their price?
$20, Hawaii & Alaska, $50.
What are Patient Services 5 team commitments?
Personal Accountability
Assume Positive Intent
Lean into Healthy Conflict
No “S**T” Talking: Absolutely NOT Acceptable!
Check yourself /Self-reflection
Role Play an Expired Call with the teammate to your left.
Better to say:
You should dispose of your expired tears. Your Vital Tears have a 6-month expiration date. They are preservative free, and we have not studied the effects of storage beyond the 6 months.
Yes, as indicated in the patient instructions, any product left beyond the expiration date should be disposed.
We do not know how the product works beyond the 6 months.
You can reach out to your physician if you have additional questions.
In very rare instances should you ever need to say: The published literature on autologous serum did not go beyond 6 months of storage. We modeled our practices from those studies.
Avoid saying:
We recommend tossing the tears
The tears lose their efficacy after 6 months.
There is a risk of bacterial growth.
It will cause an infection.
It isn’t safe to use.