Scheduling Protocols
A patient calls to schedule a Vasectomy consult.
What is: Scheduling - General Keona
A patient is calling for the result of their recent urine culture.
What is: Lab & Radiology Keona - Internal option "results"
A patient calls in asking about the cost of their upcoming appointment
What is: Billing Calls Keona
A patient calls in with a question about their upcoming procedure.
What is: Procedure Keona - Internal option "Question about Procedure"
A patient called in to request a work note for their office visit.
What is: Paperwork Request Keona - internal option "work note/school note"
A patient calls to schedule a Cystoscopy
What is: Procedure Keona
A patient called in and cancelled their yearly follow up, but they did not reschedule.
What is: General Patient Update Keona - Internal Option "Cancel no reschedule"
A patient calls in to let us know they are running late to their appointment due to a traffic accident.
What is: Patient Running Late Keona
A patient calls in to request more samples of Gemtesa.
What is: Medications Keona - internal option "Samples"
A patient calls in because they need a new Cath supply order.
What is: Catheter and Medical Supply Request Keona
A patient calls to schedule a BCG appointment.
What is: Appt Request EP(Injection) Keona
A patient is calling in to request a lab order.
What is: Lab & Radiology Keona - Internal Option "Order Needed"
A patient is returning a call from the office.
What is: Returned Call Keona
A patient calls in because they are unable to access their Virtual Telehealth appointment.
What is: Self-service and troubleshooting Keona - Internal Option "telehealth appt"
A patient's primary care physician calls in to talk with our provider.
What is: Provider (non-hospital consult) and Medical Facility Call Keona
A nursing home calls to schedule a New Patient.
What is: Appt Request - NP (Nursing Home)
A patient called in and you schedule them for an appt tomorrow.
What is: General Patient Update - Internal Option "Same day/ Next day add on"
A patient is calling in because their catheter is leaking.
What is: Catheter Problem Keona
A patient is calling in to report a reaction to a medication.
What is: Medication Keona - internal option "Side Effect"
A patient calls in and requests a call back, but they refuse to provide a reason.
What is: Call Back Request (non-provider) refused reason Keona
A detention center calls to schedule a patient.
What is: Appt Request EP (non-urgent) or (Urgent) BOTH acceptable based on what the patient is being scheduled for. TO THE SITE MANAGER
A lab facility calls in to report a STAT result to our provider.
What is: Lab & Radiology Keona - Internal option "Stat result from a lab or radiology center"
"Stat Result" acceptable
A Nurse from a Hospital calls in for a Consult with one of our Urologists for a non UUG Patient.
What is: Hospital Consult - Daytime Keona
A patient calls in because they have not received their FMH portal invite email.
What is: Self Service Troubleshooting Keona - internal option "Portal (follow my health)"
A nursing home calls in to talk with our provider about the patient.
What is: Provider (non-hospital consult) and Medical Facility Call Keona