Message Center
Talk Desk
Sales Force
UKG
Tips & Tricks
Abbreviations
100
In the bottom right-hand corner when composing a message you are able to_____ _____.
What is setting reminders and due dates?
(Un-bolded red letter shows reminders, due dates are shown as bold red letters)
100
What does this symbol mean
What is QA is ready for review
You are able to review and listen to the call by clicking on the bell icon.
100
What are the arrows indicating
What are two of the ways you can look up patient in Sales Force?
100
In UKG when looking under My Location View --> Show/Hide --> selected segmented shift to show clinical areas for Specialty Triage RNs.
What is how you view team scheduling assignments in UKG?
100
Every inbound/outbound call you should do what step in Sales Force
What is Log call in Sales Force
100
ER stands for Emergency Room, true or False?
False, ER is approved for External Rotation. The approved abbreviation is ED for Emergency Department.
200
When you select a message in Message Center and right click on it, then select Set on Hold
What is placing a message on Hold?
200
When the Preceptor wants the Orientee to be able to listen to a call and watch their screen when they are virtual, they use
What is Whisper
200
this image is indicating:
What is changing referral status: hover over status and then click Mark status complete (Blue tab)?
200
In UKG when looking at My Accruals -->Available Balance 
How do I view my PTO in UKG?
(Image shown is on home screen, click on the arrow that is circled for a more detailed view)
200
How do you send a STAT patient portal request for family to sign up for portal
What is email STAT reminder portal request to
mychildrensmercy@cmh.edu?
200
You can abbreviate the word WITH 2 ways, true or false.
True, as w/ or c.
300
When clicking binoculars; type in last name or pool and make sure to click personnel or pool when searching double click name to move it to the send to and click ok
What is adding a person or a pool not listed on your saved list?
300
What does the check mark mean in this clip
What is the call back number that has been left by a caller.
This call is ready to be called back by the agent
300
The red circle contains:
What is the location for outside records received?
300
This task is important to complete to prevent errors and delays in receiving proper payment.
What is approve your timecard?
(it's a timely process once timecards have already been submitted to get pay corrected)
300
These two items are needed to verify Identity of the caller per QA
What is name & relationship to the patient
300
The appropriate abbreviation for patient is _____ .
What is pt.?
(not PT as PT stands for Prothrombin Time and not P.T. as this stands for Physical Therapy)
400
Reply all, sends to people with a notification versus addendum just charts but doesn’t send to anyone.
What is the difference between reply all versus addendum in message center?
400
Nurses may utilize this status if more than 10 seconds is needed to complete call scheduling or charting before taking another call. The status is yellow so Nurse can continue to be contacted via TD from nurse-to-nurse dialing but will not receive a live queue call.
What is After Call Work
400
This section is used for:
What is a way to communicate with Contact Center to inform of scheduling preferences and/or detailed status of referral?
400
This is automatically deducted from your timecard after working at least 6 hours.
What is a meal deduction?
If this is needed, please notify the leadership.
400
When providers are recommending patient's need to go to the ED what step is next
What is Call Transfer Center at 1800-GOMERCY (466-3729)
400
CX stands for Cancel, True or False?
False, CX is approved for Culture, not Cancel.
500
When you right click on the message from your pool. Select "Message Journal". Under "Recipients/Status" you can see the status, e.g. opened, deleted, pending.
If the message was sent to multiple people they'll be a "Multiple" link you can click on to read more details. Under "Recipients/Status" you can see the status, e.g. opened, deleted, pending. If the message was sent to multiple people, they will be a "Multiple" link you can click on to read more details:
What is viewing if a portal message has been read by parent?
500
When this option is selected, the agent can pass the call to another agent but not be able to talk to the second agent as the call immediately disconnects.
What is blind transfer.
This should be used infrequently as warm transfers are preferred.
500
Editing these sections can be used for:
What is reroute/change specialty clinic and/or diagnosis?
(if referral was misrouted and modify diagnosis)
500
App that can be used on your smart phone to view your schedule and submit/view status of PTO requests
What is UKG app?
500
TRUE or FALSE: It is acceptable practice to copy & paste message from TEAMS to message center.
FALSE
500
NP stands for Nurse Practitioner, true or false?
False, NP is an approved abbreviation for Nasopharynx. APP is approved for Advanced Practice Provider.