1
When should you ask the COVID questions during a call?
You should ask first before offering an appointment time
When do you ask a caller if they want to schedule additional friends or family?
You should ask before you schedule the appointment
What is the youngest age a pt can be to schedule an appt?
15 years old
What information is needed to create a new pt profile when an unauthorized party calls to schedule?
First name, last name, DOB and phone number
How often should the Resource Guide be refreshed?
The Resource Guide is updated real-time throughout the day. Therefore it should refreshed prior to each use.
How can find the latest updates for an office in the "Office Closures Updates" channel in Microsoft Teams?
Click on the "Office Closures Updates" channel and type the office name in the SEARCH box located in the header.
True or False COVID-19 & Ocular Triage Questions should be asked verbatim (exactly as written)?
True
A secure place that stores documents/files easily accessible to all Comm. Center associates. Office teams can also access both the Feedback and Location Info Update forms.
Comm. Center MyEyeShare page
How do you inform the Managed Vision Care team that you are a Comm. Center associate and they should reach out to the office for follow-up/resolution?
When submitting your ticket include "this is a Comm. Center Request – any follow-up questions please email officename@myeyedr.com"
Provide 3 examples of symptoms that warrant an emergency OV
Chemical exposure, sudden loss of vision, flashes/floaters, trauma/injury, foreign body, sudden headache involving eyes/vision, eye pain with decreased vision
True or False: I should ask the caller to bring any Existing Eyewear and Contact Lens to all Eye Exam Appointments including Medical (OV).
True
What information should be included when you notate a pt account?
Important medical history, any important updates made to the profile, MVC ticket submissions, answers to the COVID questions, escalations, OV/RC symptoms
True or False: I always recap for my appointment calls. However, I don't have to RECAP for Cancellations and Confirmations calls.
False
I can go to this department's MyEyeShare page and select the patient's state of residence and see if their Insurance Provider is In-Network.
MANAGED VISION CARE (MVC)
Who should you advise of our office protocols?
Anyone scheduling at appt. even unauthorized callers
When is a pt considered a new pt?
When they have never been seen at MED, Has an account but hasn't had an eye exam with MED, If the pt has not been seen at MED in the last 3 years
What should be the information included in an appointment recap?
Day of the week, location name, location street address, date, time and Dr. name
What information should be provided to the pt when cancelling an appt?
Day, date, time, location and doctor
What must you note when a 2nd/3rd party caller calls on behalf of a pt?
Callers name and relation to pt
Name 3 authorized 2nd/3rd party callers
Parent/guardian of a minor, foster care, social worker, power of attorney, government facility, nursing home
What information is needed to remove a patient profile after they have passed away?
Death Certificate, Executive of Estate or any other legal document issued that transfers responsibility
What Are the office protocols for Dispensing, Repair and Confirmation Calls?
You can wear your own face mask to enter the practice and please adhere to all social distancing guidelines.
What types of calls must we capture pt insurance info?
When scheduling, confirming, and re-scheduling an appointment, we must verify/capture the patient's insurance.
Confirming Appointments: Insurance only has to be verified if it wasn't captured or noted when the appointment was scheduled/re-scheduled.
What are the office protocols for Scheduling and Rescheduling?
Please bring any existing I wear and contact lenses to your appointment. If you are sick or feverish within two weeks of your appointment, please let us know before entering the practice. Please adhere to all social distance guidelines. You can make your own face mask to enter the practice. The staff member will take your temperature and provide you with a new sterile facemask prior to seeing the doctor, if your mask is not a surgical grade face mask. If you were not able to make the appointment, please give us as much notice as you can, so we can utilize that time to see another patient that may be in need.
When do you not have to ask the COVID questions?
Same day appt. Previously asked and notated when the pt scheduled. (confirmation calls only)