Provide Solution
Our patient, Jane, is under "Fax Error." The doctor office confirmed they have received the fax.
Jane's deal stage should be under "Fax Follow Up"
What deal stage should a patient be in when their doctor office confirmed that they receive the fax and we are calling them to obtain the status of the fax?
Fax Followup
Received a call from the doctor's office and they stated that they signed and faxed the requisition form to us six times now, but we have not receive anything from them.
What we doin?
Ask the office which fax are they sending it to? Provide a different fax number. Offer them our email address so they can email the form to us.
Received a CGx form with following:
Selected Panel
Completed Personal/Family histories of cancer
What is missing on the form?
Doctor signature
How many genes are tested in CGx
Over 33 genes
Our patient, Jim, is under "PCP Fax Sent." However, in his files, we have a signed requisition form.
Jim's deal stage should be in "Fax Received"
Which deal stage sends a fax to the doctor?
Send Fax
The doctor office stated that they wish for us to give them a call next Thursday at 3pm.
What we doin?
Notate the account. Set a task to remind ourselves to call the doctor office.
Received a PGx requisition form with the following:
Doctor signature
Selected Panel
What is missing on the form?
ICD codes
If a patient is sitting on this deal stage for more than seven days an email will automatically be sent to the patient.
Fax Follow up
The doctor office called and stated that he will not sign the requisition form unless the patient comes in for an appointment. The doctor advocated moved the patient's deal stage to "PCP Denied."
The doctor advocate needed to move the deal stage to "Appointment Needed."
What deal stage should the patient be in if their doctor denied a fax?
PCP Denied
A patient calls in and stated that they are seeing a new doctor (Oncologist). You check their stage and you see that the patient is under "Pre-Report Completed."
What we doin?
We will take down the new doctor's information and call the doctor's office to verify information
Received a PGx form with missing ICD codes, what field do you have to update under the patient's deal profile?
Req Validated field
A patient calls in and asked about the status of their kit. What needs to happen before you answer the patient's question?
Due to HIPAA, the patient needs to verify their information such as DOB, name, address, etc.
A doctor advocate has only called a doctor's office for two months in regards to the fax. The doctor advocate moved the patient's account to "Lost" due to the lack of response from the doctor's office.
The doctor advocate needed to contact the patient.
Which deal stages move automatically on their own?
Fax Error and Fax Received
Jane, our doctor advocate, is calling a patient's doctors office. The patient is under the "New" deal stage.
What we doin?
Jane will verify if the patient is seen at that location, doctor's NPI number, clinic's address, and fax number
Received a CGx fax with the following:
Selected panel
Doctor Signature
Completed personal and family histories of cancer.
What is missing on the form?
Nothing
Name the four cancers a family member needs to have in order for a patient with a personal history of skin cancer to meet the Medicare's guidelines to cover the test.
Breast
Colon
Ovarian
Pancreatic
Lynn, our doctor advocate, faxed a CGx requisition form to John's doctor's office. On John's account, his stage is in pre-qualified.
John is pre-qualified. He is still a lead. The doctor advocate should not have faxed anything to John's doctor's office.
List the steps in order to send a fax to a doctor.
(List deal stages only)
Create PDF
Send Fax
A doctor denied the CGx, but completed and signed the PGx form for the patient
What we doin?
Change the pipeline from CGX/PGX to PGX and notify the patient
You received a fax back from the doctor's office. Everything is completed except for the "Sample Collection Date."
What is wrong with fax?
Nothing. The Shipping department fills out the sample collection date.
List the steps in order for a patient to receive their kit
(Assume that the patient has met our qualifications to receive our services)
1. Pt fills out our form online
2. Customer Service Rep. calls the patient
3. Doctor Advocates will fax the req form to their doctor
4. Shipping department mails the kit to the patient.