Patient Experience
This behavior emphasizes greeting patients warmly and making them feel known without repeating questions
What is “Welcome with Warmth”?
This is the moment when a Care Advisor must start the Materials Management task, even if the appointment is not yet confirmed.
What is “after an NV appointment is scheduled and at least one pathology or radiology report is received”?
When RTE returns E-Verified or Verified Manually and the patient is in-network, this is the correct next action
What is scheduling the appointment?
This action places you in a position to begin receiving callbacks in Genesys Cloud.
What is toggling yourself on queue?
This symptom category involves sudden, severe, or life-threatening conditions requiring immediate intervention to prevent loss of life
What is an emergent symptom?
This behavior focuses on listening fully and being present as if the patient is your only priority
What is “Attentive/Active Listening”?
These five major disease groups require that the Materials Management task be started for all modalities.
What are Head & Neck, Thoracic, GMT, Ortho, and Neurology?
This must occur before scheduling an out-of-network patient.
What is financial counseling?
This column shows how many callbacks are waiting to be answered
What is the Callbacks Waiting column?
This communication method is required for urgent RN triage cases, including a subject line with patient name, MRN, and urgency
What is sending a High Priority In Basket message to the RN pool?
This step requires collecting a callback number early and setting the tone for the conversation
What is “Connect”?
This smart text must be used when documenting facility, materials, body part, accession number, and date of service for Radiology and Pathology tasks.
What is .NVRM?
If a patient requests self-pay but has domestic insurance, this is what you must do
What is run RTE on the insurance?
These are the two options an agent may select when a callback appears
What are “Answer” or “View”?
When a patient expresses suicidal ideation, this is one key action you must take to ensure immediate safety and support.
What is keep the patient on the phone and escalate to an RN immediately?
This step includes using at least one genuine empathy statement and avoiding a transactional tone.
What is “Acknowledge”?
This is what a Care Advisor must do to ensure a scheduled case appears on the Materials Management work queue when the appointment request was created using the wrong decision tree.
What is manually add and start the Materials Management task?
This is the only time you should leave the insurance field blank in Epic
What is when the patient truly has no insurance?
This happens when you click “Answer” on a callback interaction.
What is the interaction is assigned to you but not yet connected to the caller?
This critical step ensures you can reconnect with the patient if the call drops during an emergency
What is obtaining the patient’s contact information?
This step ensures the patient leaves the call with next steps, timelines, and a direct contact number
What is “End Clearly”?
This is the only situation where a Care Advisor should start only the Radiology task before the patient is scheduled.
What is when a facility offers to send both the report and the images while you are requesting the report?
This task must be entered when a patient has no insurance and is requesting self-pay.
What is Financial Counseling – Self Pay/FAP?
This must be selected to actually initiate the callback to the patient.
What is the phone icon next to the phone number?
When a patient presents with emergent symptoms, this is the first action a Care Advisor must take.
What is call a Patient Access nurse immediately?