Purpose & Expectations
Why are confirmations more than just reminders?
they’re part of a patient engagement workflow. They protect:
• Schedule integrity (fewer no-shows)
• Provider utilization
• Revenue capture
Who was one of the trainers that facilitated the 4PC miniseries Tuesday
Alex Gurner or Kat Samson
What should you do in Acuity before the patient leaves with their glasses/contacts
Deliver Them
How do you respond when a patient says they already got a text?
Explain that the call ensures their visit goes smoothly by confirming insurance, answering questions, and reviewing what to bring
Your patient does not want to receive text notifications. Where in 4PC do you go?
Under Tools, then Patient Preference
What's the go to saying for notes?
If its not in Acuity notes it did not happen
What character was on the order status /accuracy slide?
Kermit the Frog
What is the non-negotiable step for every patient?
Calling every patient, even those digitally confirmed, to verify insurance, set expectations, remind what to bring, and document the call in Acuity.
What do you do if a patient says they never got a call or text?
Apologize without blame, verify contact details, check and correct order or appointment status, notify the patient immediately, document in Acuity, and escalate repeat issues if needed.
Which Elevate bookmark contains the shortcut for 4PC?
Communication
When setting expectations for appointments, what should we remind the patient to do
Arrive 15 mins early to complete paperwork
Bring ID/Ins Card,FSA/HSA/Care Credit
Bring Glasses or Contacts
Who is the singer on one the nonnegotiable slide?
Lionel Richie
What should the first two hours of the day include?
Review overnight digital confirmations, check failed notifications, review voicemail and emails, call unconfirmed patients, update Acuity statuses in real time, and add notes for every attempt.
How do accurate order statuses impact trust and call volume?
Accurate statuses keep patients informed, reduce inbound calls, prevent confusion, and build confidence in the process.
If you need additional training on 4PC where do you find it?
Onboarding
4PC SOP
Virtual Learning Videos
Bookings submitted with the training team
What does “Digital Confirmation ≠ Completed Confirmation” mean in your role?
Digital confirmations support the process, but the confirmation is only complete after a manual call is made and documented in Acuity to verify insurance, set expectations, and close the loop.
Who was the face behind the 4PC training basics video that was played Tuesday during the mini series
Sarah Brown our Senior VP of Operations
Why must 4PatientCare and Acuity match?
When they do not match, teams duplicate work, miss patients, frustrate patients, and lose trust. Acuity must reflect reality, so the whole team works from the same information.
Which part of the daily rhythm prevents no-shows most?
The first two proactive hours of the day, when unconfirmed patients are contacted and statuses are updated before problems compound.
Patient says they received a notification at 5am, reminding them of their appt. Where do you find (in4PC) the time the patient was notified.
Reminders & Pre-Appoints Report, then filter for the appt date or the date that the patient was messaged.