Call Matters
When a patient needs an urgent appt, SF shows no availability, and the office is closed, we should
cold transfer to A/H
A patient has no COVID symptoms and is requesting a COVID test. What should you do?
*(This question does not apply to Hampton Roads and Richmond markets)
Warm Transfer to the office
*(For these markets refer to their local health dept or pharmacy)
If you cannot find a patient with the name and DOB, what's your next step?
Click "patient not found – EHR search"
Which KA provides solutions to insurance RTE errors?
RTE Errors and Resolution
If you receive a STAT test or critical results call what do you do when the practice is opened and what do you do when they are closed?
Open: Warm transfer to the practice
Closed: Cold transfer to A/H
If a patient is going to be late for an appointment, what should you do?
Warm Transfer to office
If a patient screens red, what can you expect to see for appointment results?
Virtual visits, in person visits at least 10 days out, or in person "red visits" if that provider does them
A patient has a question about billing for a previous appointment. What call flow will you use?
Financial/Billing Questions
What KA can you use to search for the closest lab to the patient using their zip code?
Lab & Imagining Locations
In general, which pool is used regarding scheduling requests and questions?
Front Desk Pool
Which 2 identifiers are we required to ask for?
Name and Date of Birth
If a patient has had a cough for a month, will they be screened red?
No, because the symptoms did not start within 10 days.
If a Red Flag word is used by a patient halfway through your call flow what is your next step?
Click cancel, select cancel reason and choose "Red Flag Word". Use the Red Flag Search and transfer to Nurse Triage
This KA can be referenced when a patient calls in to have their stitches/sutures removed
What is Removal of Sutures/Stitches Call Flow
A patient has an appointment at 3 and calls at 2:30 to reschedule it. What do you do?
Cancel using the reason of Late Cancellation and then schedule a new appointment
What appointment types can only be scheduled AFTER a patient has established care with their new provider?
Pre-ops and physicals
When are you able to skip the COVID questions?
NEVER
A patient was seen in Urgent Care 3 days ago for high blood pressure (181/125). They are calling for a follow up appointment with a current blood pressure reading of 185/130. Do you schedule or send to NT. Why?
The call flow will direct to triage since the symptoms have worsened
What KA will help you answer patient questions about virtual visits?
Virtual Visit Expectation
What 3 items are included in our closing script?
1. ask if there is anything else you can assist the patient with
2. offer the survey
3. thank them for calling
What two places can you check to find HIPAA information for a patient?
In EPIC: patient registration - in the red Documents Folder in registration and/or under the media tab in the patient chart
List the COVID symptoms asked about in our second COVID screen questions.
Within the past 10 days have you developed any of the following symptoms: Fever or chills, cough, shortness of breath or difficulty breathing, loss of taste or smell, sore throat, nasal congestion, sneezing or runny nose, fatigue or generalized body aches, diarrhea, headache
A patient no longer wants to receive text messages from their provider. What call flow will you select?
Manage Preferences
What KA has all of the information necessary for completing a call with a 100% quality score?
Quality Companion Guide-Expectations for Every Call
What do we do if a patient is wanting to switch to a new provider within the same practice?
Send a message to the provider for approval