Insurance Know-How
What are the two insurance types we always ask about when a new patient calls in?
What is ICBC and WSBC?
Before leaving the clinic, what safety step must you always take, even if providers are still inside?
What is double-checking that all doors and windows are locked?
When canceling an appointment over the phone, what system step should follow immediately?
What is marking the cancellation in the booking system?
What should you always check before processing a same-day sick cancellation?
What is the patient's profile for past cancellations?
If you're stuck on a Jane-related issue, what’s the first place to look for help?
What is Jane’s support videos?
Why must we confirm if a visit is ICBC or WSBC-related when a patient first books?
What is to ensure proper booking time and provider, and avoid rescheduling?
Where and who can you book WSBC with?
What is Tillicum and physiotherapy
What are three key things to confirm on every phone call?
What is the location, time, and date of the appointment?
If a patient has canceled due to illness multiple times recently, what should you label their appointment?
What is “NS Sickness”?
Why is it important to check and process the mail daily?
What is to avoid missed cheques, legal documents, and delays in payment?
What must we tell ICBC patients at the time of booking regarding RMT and Chiro?
What is there is co-pays and should be informed upfront?
How many days from the date of injury can you book WSBC patient?
What is 60 days
Give one example of a professional phrase to use on a patient call.
What is "I’d be happy to check that for you"?
When a patient is 5+ minutes late and doesn't answer their phone, what do you do?
What is mark the appointment as “No Show 50%” or “No Show 100%” and email them?
What should you do if you don’t have time to process the mail on your shift?
What is pass it to the next shift or person it is for.
What should you do before submitting to MSP?
What is check eligibility on patients profile.
How long after an ICBC accident can you book patients, with pre-approval?
If a patient asks a treatment-related question that you’re unsure about, how should you respond?
What is reach out to the provider and let the patient know you will follow up.
What must be completed by the end of your shift after a no-show or late cancel with fee?
What is charge the card on file and send the receipt?
What is the proper way to contact coworkers about non-emergency work on their days off?
What is use Slack’s scheduled send feature?
Why is it important to double-check the patient name during insurance submissions?
What is to avoid submitting under the wrong family member and delay processing?
If you spot an unbookable gap, what should you do about it?
Contact patients to move earlier or later, helping to close gaps and create more booking opportunities.
What is the golden rule for documenting sick calls, cancellations, and patient changes?
What is take detailed notes in the patient profile?
BONUS!!! What is Emily's dogs name?
What is Olive?