Types of Care Reqs
We send this care req when a patient is wanting to schedule an initial appointment for any labs/tests (not including flu shots)
What is an "appointment" care req
If a caller is calling in about anything not related to appointments/transportation/triage, who do I call?
What is Service
These will tell you if the patient needs transportation, 40 minute progress visits, video capabilities, etc...
What are Flags
Canopy is not responding and I need to schedule an appointment.
What is schedule using Greenway
Where do I go to ask questions about day to day calls?
G-chat
Patient called in to cancel his appointment today and Robinline did not answer.
What is an "appointment" care req
We call this department for people wanting to become a patient of Oak Street Health.
What is IBM
If we do not get an answer when calling the Nurseline, we will proceed to call Robinline.
What is False
Patient is calling in to schedule a "follow up" appointment but has the flag "WRV needed"
What is "Schedule the WRV"
What system do I use if Canopy is down and I need to schedule an appointment?
Greenway
We send this care req when a patient has been sick for 3 weeks.
What is "triage" care req
We call this department if a patient is complaining of feeling ill that is new - within 2 weeks.
What is the Nurseline
What type of testing visit are we allowed to initiate?
What is Flu shot
Patient was discharged from the hospital last week.
What is "fill out the transitions form and schedule a PDV"
Where do I go to access the dashboard that shows OSH tiles?
What is Okta?
We send this care req when a patient is needing a ride for the first time to his appointments.
What is a "transportation" care req
Who, Reason, Action, Phone
What is "Wrap"
Patient is calling in needing to schedule transportation for an existing appointment, where would I go to do this?
What is Greenway
Mr. Tommy Tiger has a progress visit scheduled at 2:20 PM GWY time. Additionally, he requires a 40-minute pick-up and drop-off service. The advocate needs to inform Mr. Tiger about the time his van will arrive to pick him up. What time should the advocate provide?
What is "1:20"
Where can we go to check transportation guidelines in Canopy?
My Center page
We send this care req when we have advised the patient to go to the ER.
What is "Patient sent to ER" care req
What is Oak Street Health's mission statement?
What is "Rebuilding healthcare as it should be?"
What 3 pieces of information should we gather on every call to be able to access a patient chart?
What is "first and last name, DOB, and either a phone number or address on file"
When should we reach out to our supervisors for any patient calls?
What is "expressing suicidal thoughts, facial drooping, anything believed to be an emergency"
What form should we be using on every call - from beginning to end?
What is Jotform?