Inbasket Pools
Patient needs a work note for an appointment they had
Scheduling pool
Patient can confirm surgery or procedure listed in 'Admissions' tabs
False, do not confirm . Refer to practice script for directive. If no directive indicated, send an inbasket message
I'm calling to schedule an appointment for my flu vaccine
Reason for call: Scheduling flu vaccine
I need an appointment because I don't feel well
Symptoms, Duration, who are they established with or new patient, have they been seen in ED/Urgent care
Third Party Caller requesting for provider to change dosage of medication for patient
clinical pool
Patient's family member calling to advise patient has passed away
Send inbasket to scheduling pool
True or False
Any established NYULH patient can schedule their labs at ACBP
False
Established Ambulatory Care Bethpage Internal Medicine Patients Only
I need to know if my doctor accepts my new insurance
Reason for call: Checking provider eligibility
I'm calling to schedule a colonoscopy
Provider Request/Est or New/Routine screening or referred/symptoms
scheduling
When is it appropriate to send an email to HIM?
When a patient's chart has been completed with spelling or demographic errors and requires correction
I need help looking for a primary care doctor to schedule my annual physical
Reason for visit: Schedule physical, establish care
I need a refill for my medication
Medication name/Provider/Pharmacy/LOV/Quantity left to determine urgency
Patient requesting appeal letter from provider for medication to be covered by insurance
Scheduling
Repeat third party caller asking if office has received medical request fax
If vendor, pharmacy rep, or someone calling not related to patient care, calls multiple times, do not follow escalation protocol. Send an in basket message using third party caller template
I need to speak to my doctor because they never called me about my lab results
Reason for call: Lab results
I'm calling from parameds to know if you've received medical records request
Provider/When/What kind of request/Confirming fax #/Call back #/ Rep's name
Which pool do you send IB when patient is having red flag word and backline did not answer?
NONE, we should follow escalation protocol if we are unable to connect with backline
Net new patient calling to schedule an appointment and mentioned they will be using worker's comp coverage
Refer to provider finder or find a doc to determine if provider is par with worker’s comp
• If par, Do not update record
• Do not schedule. Send an inbasket message
• Smarphrase available: .PACSmartphrases – PHONE MESSAGE
I'm calling to see if my injection was approved by my insurance and if it was delivered to the office so I can schedule my appointment
Reason for call: Insurance approval, scheduling, delivery status