Patient Experience
Thank You for calling MyEyeDr. This is (your name", How may I assist you?
What is the Greeting
When MUST you schedule the patient's appointment out at least 2 weeks?
When the caller is NOT a healthcare provider and answers YES to any of the other COVID-19 questions.
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.
True or False: Before I schedule or re-schedule an appointment, I should ask the caller "Will you be scheduling any additional family members today?"
TRUE
Who performed this year during the Super Bowl Halftime show?
THE WEEKND🎵
"I'm not feeling well, can I re-schedule my appointment?" "Sorry to hear that, I hope you feel better soon, let's get you re-scheduled"
What is Empathy
What is the first pre-screening COVID-19 question you must ask when a patient is visiting the office?
Have you or anyone in your household or that you are providing care for, been diagnosed with COVID-19 and or had a fever, cough, difficulty breathing, new loss of taste or smell, or flu-like symptoms in the last 2 weeks?
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"
True or False: I ask the patient to verify her mailing address. She stated my address is 123 Main Street in Ashburn 20147. It's okay that she didn't "SAY" the state is Virginia.
FALSE
What is the name of the longest running game show?
The Price is Right 💲
"The office has not called me back even though they said they would" I'm sorry about that ma'am, let's get you connected with them"
What is Apologizing
What is the second pre-screening COVID-19 question you must ask if a patient is visiting the office?
Are you a healthcare provider or other healthcare professional working in patient care?
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
From 2005-2008 this Social Media Platform was the largest in the world, reaching more than 100 million users per month.
What is MySpace 💻
The technique that requires the listener to fully understand, respond, and then remember what is being said.
What is Active Listening
What is the last pre-screening COVID-19 question you must ask if a patient is visiting the office?
Have you or anyone in your household been under voluntary or involuntary quarantine in the past 2 weeks.
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.
What is the Comm. Center MyEyeShare page?
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
How many continents are there? 🌎
There are SEVEN (Africa, Antarctica, Asia, Australia, Europe, North America, and South America.
Mr. Lopez I have your appointment scheduled for Friday February 12th at 3:00 pm with Dr. Wilson at our Prosper office located at 221 N. Preston Rd. Suite B
What is Recapping an Appointment
After asking all three pre-screening COVID-19 questions, I should do the following.
Document in Acuity Logic the patients answers to each of the three COVID-19 pre-screening questions asked.- If the Patient said YES to one or more of the questions, I should document the exact question the patient said YES to.
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)
FALSE
Which county in Virginia has the largest population?
Fairfax County (population 1,145,862)