Everything Medical
TRUE or FALSE
RMC Primary Care accounts ALWAYS have an oncall.
What is FALSE.
TRUE or False
A home owner calls and would like you to email her copies of her closing paperwork. You must inform her that we are the emergency after hours answering service, and we do not have access to home owner files. Inform the caller that she must call back tomorrow during normal business hours, so they may better assist her with the matter.
What is FALSE.
We NEVER tell any callers that we are the answering service!
TRUE or FALSE:
Pioneer Tree Service:
A caller needs assistance with a tree branch that has fallen on their car. You must inform the caller that they will need to call emergency services for assistance with the removal, as per the company does not deal with issues like this due to insurance policies.
What is FALSE.
You must take a message and contact Chelsea. Pioneer DOES assists with emergency tree issues such as fallen branches on cars, homes or any hazardous situations.
TRUE or FALSE:
Diesel Man Towing:
A caller is in need of a tow due to their battery going out. You must call the driver OC and leave a voicemail if there is no answer. Then inform the caller to call back in 30 minutes if they do not receive a call back.
What is FALSE.
You must call down the list in the directory until you reach a driver.
Reserve or Not to Reserve:
Miyabi's Greenville:
A woman calls in wanting to make a reservation for a after work gathering. She states that it will be for 11 people, for Friday at 6:30pm. You must take all of the callers information to hold the reservation. You must also be sure to ALWAYS put "LARGE PARTY" in the message ticket so that the restaurant can be sure to make the proper seating arrangements.
What is NOT RESERVE.
You NEVER make a reservation for parties larger than 8. The restaurant is no longer making reservations for parties larger than 8 people.
South Coast Pediatrics:
A mother calls in stating that her 3 month old daughter has a fever of 102 and very irritable. You must:
A: Take the message and call the on-call doctor. This matter involves an infant that has a fever greater than 100 and it can not wait.
B: Take a message and send it out to the doctor on call. Inform the caller that if they do not receive a call back in about 30 minutes to call back in so we can re-page the doctor.
C: Take a message in the Nurse Triage Form and hit "NEXT". It will auto send to the nurse triage, and inform the caller if they do not hear back in 30 minutes to call back in for a re-page.
What is C.
When it is a pediatric emergency you will need to fill out the message ticket in the Nurse Triage form only and it will auto send to them.
Pulte:
Roof leaks are covered for ____ years with Pulte.
A: 2 Years
B: 5 Years
C: 3 Years
What is B.
All roof leaks are covered for 5 years with Pulte.
Augusta Housing Authority:
A resident calls in because she stated that her HVAC unit is leaking water in to her hallway and is not blowing out cool air. You must:
A: Take a message and inform her that the office is currently closed and someone will reach out to her in the morning when they return to the office.
B: Take a message and call the on-call maintenance technician.
C: Take a message and text it out to the maintenance technician.
What is C.
You must take a detailed message and ONLY TEXT the on-call maintenance phone. YOU NEVER CALL THEM!
South Carolina State University:
A parent calls in and would like to speak with someone in Admissions. You must:
A: Call Admissions and connect the caller once someone picks up.
B: Take a detailed message and send it over to the Admissions office, and be sure to let the caller know someone will return her call in about 30 minutes.
C: Take a detailed message and email it over, then connect the caller over to the Admissions department.
What is A.
You cold patch the caller to the Admissions office, and NEVER take a message. This account is only a switchboard account!!
Lexington Family Practice:
A patient calls in and states they are having a reaction to their medication. They are breaking out in hives and feeling tingling sensations in their tongue.
What is To Page.
You may page out for a medication reaction/interaction, as long as they are not requesting a prescription or prescription refill.
SE LUNG:
It is Tuesday, 8:15pm. A caller is on the line and stating that they have been wheezing and would like to speak to the doctor on call.
Do you:
A: Call the doctor immediately, because it is an issue with breathing.
B: Take a message and text it out to the doctor on call.
C: Call the patients doctor because they will be the only one that can pull up the patients chart.
What is B.
You ALWAYS text out any emergency messages before 10pm!
Dan Ryan:
Warranty for HVAC issues are covered for ____ years.
A: 1 Year.
B: 4 Years.
C: 2 Years.
What is A.
HVAC issues are covered for 1 year with Pulte.
TRUE or FALSE
Dr Rooter:
A caller states that this is their third attempt to be connected to a technician. You must find the message ticket and annotate it before re-texting out to the on-call technician.
What is FALSE.
You must ALWAYS take a new message when someone calls back in!
Folly's Best Rentals:
A guest calls in having issues getting in to the rental. They stated that the code they were given is not opening the gate. Do you:
A: Take a message and connect the caller to the Maintenance ER line.
B: Take a message and connect the caller to the Guest Services ER line.
c: Take a message and text it over to Guest Services ER line and inform the caller they should be contacted in about 30 minutes, if not to call back in so we can re-page for them.
What is A.
You ALWAYS take a message, and then connect the caller to Guest Services ER so they may assist with getting the caller the correct key code.
Kindred at Home:
A patient calls in because she needs information on how she can get her prescription refilled. Do you take a message for the office for the next day, or do you page it out to the Nurse On-Call?
What is To Page.
You must always connect the caller to the Nurse or Admin On-Call.
Chatham Hospitalist:
A nurse from St Joseph's calls in to request orders for an newly admitted pt at 8:19pm. Who should it go out to?
A. LC DR oncall for the day
B. NC DR oncall for the night
C. APP nurse oncall
What is C.
The caller stated the pt was already admitted, thus the call needs to go to the nurse. They also mentions it's for orders which is what the nurse takes care of.
Cambridge Homes:
Cambridge Homes covers plumbing issues for ____ years.
A: 5 Years.
B: 1 Year.
C: 2 Years.
What is C.
Cambridge Homes covers plumbing issues for 2 years.
Reliable Medical Equipment:
A caller calls in because her mothers medical bed control are not allowing her adjust the bed setting. She would like some assistance with resetting the controls, because her mother needs to get comfortable for bed time. You should:
A: Call the OC technician so that they may go over resetting the bed controls with the caller.
B: Text the OC the message and advise the caller to call back in 30 minutes if they have not received a response.
C: Apologize for the inconvenience, and advise the caller that they will have to call back during normal business hours for this matter.
What is C.
You must advise the caller to call back during normal business hours as per you may only call out for issues with oxygen equipment ONLY after hours.
ISelectMD:
A patient calls in because her daughter has a possible ear infection. She would like to request a consult with the Dr. What are the correct steps to take?
A: Collect the caller's information, input it in to the ISelect site, create consult and queue it then, text message ticket out to the Dr. On Call.
B: Collect the callers information & dependent information, input it into the ISelect site, create consult for both and queue them then text message ticket out to the Dr. On Call.
C: Collect the caller's & dependent's information, input the dependent's information into the ISelect site, create consult and queue it then text message out to Dr. On Call.
What is C.
Consults for Dependents should always be inputted under the dependents account on ISelectMD before sending the message ticket out to Dr. On Call. But caller's info should also be taken for the message ticket for reference and especially if dependent is a child.
Charleston Nephrology:
A nurse from Roper ER calls in for a Routine consult at 7pm on a Tuesday night. What should you do?
A. Take the message, copy it into the PMD website and call the Dr immediately since it's the ER.
B. Take the message, inform caller that the consult will have to be held until 8am the next day. Then set a repeat for the next day to be paged out to the Dr.
C. Take the message, inform caller that the consult will have to be held until 8am the next day. Just hit next, the message is queued for the office for in the morning.
What is C.
After 5pm any day, they don't take Routine consults. They are to be held until 8am the next morning. Do NOT input in PMD or call the Dr.
South Coast Health FP/IM:
A patient calls in around 7pm requesting to speak with the on-call for Dr. Dandy's office. You need to:
A: Take a message and page it out to the Nurse On Call.
B: Take a message and page it out to the doctor on-call for Family Practice.
C: Take a message and page it out to the on-call for Internal Medicine.
What is C.
You must be sure you are in the correct account for Internal Medicine and page it out to the doctor on-call for that day.
Dan Ryan: Which one am I?
I'm the only DRB division that makes homeowners call QBW once their home is over 3 years of their closing date.
A. Dan Ryan Metro
B. Dan Ryan Raleigh
C. Dan Ryan Greenville
What is C.
All other DRB divisions only require it to be past 1 year from closing date but Raleigh only allows homes over 3 years put in requests with QBW.
Kaminer Heating & Cooling:
Callers calls in on Sunday at 12pm. The caller would like to place a service call for someone to come do maintenance on their HVAC system. What should the operator do?
A. Take a message and immediately send out to the oncalls!
B. Inform the caller that it is not an emergency and to call when the office is open again.
C. Take message and inform caller that on Sunday's the techs don't do service until after 2pm. So the message will saved for them to take care of after 2pm. Set cue for message to be sent out then.
What is C.
There are specific instructions as to when the technicians do afterhours service. This information is listed on the second page of the relay. Following that, service on Sundays takes place ONLY from 2p to 10p.
SE Lung:
A patient calls in because he has a question about the monitor for his sleep study. He stated that he would be more comfortable laying down on his couch rather than his bed. He would like to speak to someone to see if laying in this position will alter the reading for the study. What should you (the agent) do next?
A: Take a message and page it to the On-Call doctor.
B: Call Pam in the directory.
C: Call and text the information to whomever is listed in the "Sleep Lab Calls" area.
What is B.
You must CALL Pam for ALL AT HOME sleep study patients.
ISelectMD:
A caller calls into ISelectMD at 10pm wanting to get a consult setup. After taking the message and inputting it into ISelect. Do we page it out?
What is To Not Page.
After 9pm the Dr's do NOT take care of consults. They will have to wait until the morning. Instead of sending it out, the message should be cued for the morning. Obviously, caller should be informed about this.