⭐ Metric Masters
This metric can improve by accurately documenting calls and completing work efficiently after the call ends.
What is ACW (After Call Work)AKA Wrap up time?
Tip: The more you get done on the call the better!
This tool is used to review provider availability, schedules, and patient-provider matching
What is ABIE?
To meet our Q4 target, what percentage of patients should be successfully connected to care through a scheduled appointment?
What is 60%
When scheduling a patient for an Intake appointment, should we ask the patient if they want to schedule a follow up appointment?
No, we should let the patient know part of our process is to schedule their first follow up to allow for continuity of care
Failure to obtain these two pieces of information results in a HIPAA violation and an automatic evaluation fail.
What are the patient's full name and date of birth?
FYI:
When a call is transferred from another department, coordinators must still verify the patient's full name and date of birth, even if the transferring representative already provided that information. Verifying identity directly with the patient is required to ensure HIPAA compliance and protect patient privacy.
This metric tracks how closely you follow your scheduled work times, including breaks and lunches.
What is adherence?
This tool helps determine the correct call outcome and documentation
What is the Disposition Tool?
How much time should reps spend in ACW after each call to meet the Q4 goal?
What is 2 minutes or less?
If a patient gives the name of an insurance that you do not recognize, where do you look to see if we are in network? Give exact location
Cred Dashboard / AMD Carrier Plans / Carrier Plan Name
What does a call Recap sound like?
“I have you scheduled with [provider first/last name], on [appointment date/time], this visit will be [telehealth or in-office].”
This quality metric is reviewed during call evaluations and has a goal of 80% or higher.
What is AQA?
This AI-powered resource assists reps during calls by providing guidance and information.
What is Agent Assist?
To meet expectations in Q4, reps should maintain an AQA score of at least what percentage?
What is 80%?
Where can you find the Private Pay(Self Pay) rates?
PNW Intake Essentials
Self Pay Rates Tab
GFE Link -It will direct you to the compass where you would choose state and look for Good Faith Estimate (GFE)
What question helps determine whether a caller is a new or existing patient and supports accurate provider matching?
What is "Have you received services with LifeStance before?"
This metric measures how often we successfully schedule an appointment for a patient.
What is Conversion Rate?
What tool is used to find provider matching and availability for testing?
PNT Matching Lookup
To stay on track in Q4, what is the target adherence percentage for Intake reps?
What is 90%
What is the DPCI Scripting for existing patients?
Are you familiar with our digital patient check-in process?” • If yes: “Great! Do you have any questions about the process before we move on?” • If no: Please see New Patient DPCI script.
What are these statements an example of?
"I'd be happy to help with that."
"I can certainly assist you with that."
What is an Advocacy Statement?
What are the five main metrics Intake reps are measured on?
What is Conversion, AQA, Adherence, ACW, and 1 IA/1 F/U?
Before asking a question in the chat, what should you do? Be specific
What is review available resources such as Quick Guide 2.0, PNW Intake Essentials, Teams Search, CCD, SOP's
To support patient access and scheduling opportunities, what percentage of calls should include an offer of at least one Initial Appointment and one Follow-Up appointment?
What is 75%?
What is the CCOF scripting?
“At LifeStance Health, we require all patients to have a credit or debit card added to their LifeStance account. This card will be used for co-pays and may also be charged for deductibles, no-show fees, late cancellations, and other outstanding balances.
What phrase can be used to let a patient know their insurance was successfully verified after receiving a Green Check Mark in AMD?
"Your insurance is active"
"Your insurance shows eligible"
"Your insurance is all set"