Customer Service
A statement asked at the end of nearly every call.
Answers may vary.
(What is) "Is there anything else I can assist with?"
A surgical physician is considered clinical or non-clinical?
What is clinical?
The Physician gives direct patient care giving them a clinical role.
What is required for every HARDWARE ticket?
Asset tag
The VPN application we use everyday.
What is CiscoAnyConnect?
Where does all patient information need to go in your tickets?
What is the Secure Patient Info Field?
An element of customer service that demonstrates putting yourself in someone else's position.
What is Emapthy?
What is the qualification for someone to be considered inpatient?
A doctor must write an admission order
What should the status of a ticket be when being escalated to HelpDeskTriage?
Service Focus: Assigned?
Service Now: In Progress?
The 2FA application we use on the service desk for VPN.
What is Google Authenticator?
*Microsoft is also used for O365 applications, but Google is the answer in this case*
When is a resolution not required?
When you escalate an incident
"I'll be happy to take care of that for you so you can get back to work," demonstrates which part of customer service?
What is willingness to assist?
List 5 examples of PHI.
(What is)
Who should you notify of a high priority ticket?
PM(problem manager)/ES(escalation specialist)
***Extra 100 points***
Where do you locate your ES/PM?
What needs to be selected when you're clearing browser cache?
What is "All Time"?
The status of a ticket when the issue was revolved and has been confirmed.
*Hint: Not "Resolved"*
What is Closed?
The process of calling a third party, explaining the situation and transferring in the caller for a conference.
What is a warm transfer?
What are some benefits of using an EMR system?
(Answers may vary)
Easier coordination of patient care
Providers can track patient health
Overall improved patient care
When is it acceptable to give out a technicians phone number?
Never
*Note: unless the technician or KB states to give the number to the caller.
**DAILY DOUBLE**
The format used when mapping a network drive.
What is \\Server\Folder ?
What should your resolution contain?
The final troubleshooting step you took, and the result of that step
What are the three things you should ask to identify the caller at the beginning of the call?
What does ADT stand for?
Admission Discharge Transfer
Where do you document all information from an update/follow-up call?
Work Log/Work Notes
If a user is having access issues, what process should you walk them through?
What is SARFs(System Access Request Forms)?
What applications should you be launching every day?
What is...
Teams
Outlook Webmail
Genesys (Phone and Schedule)
ITSM & KB (ServiceFocus/ServiceNow)
Password Manager Pro
Client Specific Applications