Escalation Best Practice
When do we escalate for unresponsive clinic?
After 3 separate attempts have been made to the clinic.
3 emails in a row
3 phone calls in a row
On inbound call, what pieces of information MUST be verified by the patient?
First, Last Name, and 2 additional pieces of information. ( Phone#, Email, or DOB)
What is the first step to pulling a task after we grab it from the queue
Hit 'Assign to me'
If patient has not tried CPAP can we move forward with helping getting them scheduled?
Yes, we can walk them through the questionnaire and help find a clinic in their area
When do we not escalate in CSW for PS?
Do not escalate if the patient has been warm transferred successfully to Patient Services.
On an Outbound call, how many pieces of PHI must be verified?
2 Pieces
First/Last Name, and 1 additional piece of patient information. ( Phone#, Email, or DOB)
1. Go to open related in case
- double click on task
2. Hit 'Start Open Task'
Before we transfer to PS what do we need to collect from patient?
DOB and zip code
When should we transfer to PS?
When a patient with the implant is needing a new doctor, has a complaint, having issues with device, and or needs help with the app.
OB-
What is the process for OB introduction?
1. Intro stating we are on a recorded line
2. Asking if we are speaking with the patient
3. Having them Verify PHI
4. Disclose purpose of call
When do we ask for a better contact number?
When there are 2 busy signals
What patients need to be transferred to patient services?
Patients who already have the device
How do we properly add a patient to the DNC list?
Escalate in CSW and leave detailed notes to add the patient to the DNC list.
Once patient has confirmed all 4 pieces of information do they still need to confirm DOB if it is populated?
No
When patient does not answer, when is the next follow up?
2 days out
If we are not HST trained when do we transfer to the OG team?
When the HST script populates, we immediately transfer
When do we escalate for digital scheduling issues?
No availability, the accepted insurance was not on the list, or the physician was not in the clinic note.
OR
Any other problem with the Digital Scheduling portal, Clinic Notes, or Digital Scheduling Links
If patient does not have an email can we move forward?
Yes as long as they can confirm phone #
If task is in the wrong queue what steps are needed to be taken?
Ask for leadership to change it into the correct queue in Taskmasters
How do we call clinic?
Hit the transfer button and copy/paste the number from CSW and hit 'Consult'