Pt Calls/Routing
"Type of order needed?: verbal Why does the patient need this order?: Physical therapy; 1 time a week for 2 weeks"
How do you execute message?
Give verbal - notify PCP via FYI on message
"Augmentin worked well before. Would it be possible to get a course if that? Especially since there were still leukocytes previously?"
How do you execute message?
1. queue medication exactly as prescribed previously.
2. route back to MA/RN pool as Rx Request. complete the entire message by finishing all the required steps needed.
"Please send Home PSG order to Mountain Sleep. Thanks."
Document where and what was faxed to where. i.e "Fax Home PSG, Office note, Facesheet to mtn sleep dx via RightFax."
"Please notify patient that the medication has been sent."
How do you execute this message?
Call or send patient a message that medication has been refilled if the automatic message has not yet been sent/ hasn't been read.
"referral has been denied by insurance due to MRI not being completed."
How do you execute message?
1. Research - is there an MRI order awaiting to be scheduled? Had provider mentioned MRI in any previous notes?
2. If not - pend order for MRI and route to provider.
If yes- contact patient to get MRI scheduled and send FYI to provider.
BONUS: add a note under referral so if someone works on this next - they know where you left off and message wont be re-routed to clinic or closed as not addressed.
"Patient is asking if she needs to fast for the hepatic function panel. Please contact her back."
How do you execute message?
No fasting is required for hepatic function panel - call patient to inform. (if unsure ask PCP in person for clarification)
"Dr. Strader increased the dosage of Metoprolol from 25 mg once a day to 25 mg twice a day. And I expected a prescription from his office. However, when I picked up the prescription from the pharmacy, it was issued by you at 25 mg with instructions for once daily. What is the correct dosage?"
how do you execute message?
1. do your research- Look in epic to see if medication has been updated.
2. call Dr. Strader’s office to clarify correct dose.
3. Call patient with correct dosage
4. Route to PCP and ask for clarification if needed, then update medication in chart.
"I discussed lab results in detail with the patient today. She wishes to continue with increasing her iron and fluids. You may go to the hospital for blood transfusion if she chooses to. At this point time she does not want a transfusion and wants to recheck blood work in 10 to 14 days. She understands to contact us if she has any worsening signs or symptoms. I have ordered the blood work."
1. check chart for documentation.
2 done message.
"Edi, Surescripts In routed this conversation to Marc Amb Msg Routing
Edi, Surescripts In pended an order"
how do you execute this message?
1. make sure a medication is pended, do chart research
2. dot phrase
3. if everything pans out - route to PCP
"Prior Auth Required: YES, APPROVED
Clinic to fax once clinical notes completed"
How do you execute message?
(this means the referral has been approved, but there is no fax # listed for our referral time to send the referral to)
Do the research, if the provider did not add it to the note of the referral, find out where they would like it to go. Then either add fax # to the referral notes and send back to the referral specialist who sent the message - or fax the referral yourself to the clinic and document you took care of it.
"Patient has tested positive for covid. Would like PAXLOVID sent to Walgreens on Rangewood and Austin Bluffs"
How do you execute message?
Route message to RN's; certain protocol for Paxlovid.
-My son has been diagnosed in his past with tremors. I spoke with Dr Woman about this at my last appointment. She stated that if (son) wants to see her, she will see (son). (son) recently approached me to set up an appointment with Dr Woman. Does (son) need to get a referral from you to see Dr Woman since you are (son) primary doctor?
How do you execute message?
Do nothing in current chart. Find correct patient chart and continue documentation and discussion there. DO NOT address (son) medical care in patient's chart.
"Patient is to follow-up with his nephrologist."
Call patient and advise to follow-up with nephrologist per PCP recommendations on lab results.
"Medication(s) requested: HYDROcodone-acetaminophen (NORCO) 5-325 mg
Will the patient be out of their medication within the next 2 business days?: Yes"
How do you execute message?
1. research - is patient actually due for refill?
2. queue medication (if not) fill in correct dot phrase, including last refill date and by who.
3. route to provider.
BONUS: make sure its High Priority since they have 2 days left.
"referral has been denied. can submit for a peer to peer or an appeal if deemed necessary."
How do you execute message?
Forward or speak with provider who placed referral - see if they would like to opt in a peer to peer or file an appeal or how they would like to proceed.