Show:
Call Handling
Order Changes
Inbasket
Protocols
Catch All
100
Good afternoon, thank you for calling Grady. May name is Linda. How may I help you today?
What is the Greeting / Acknowledgment, Introduction?
100
Guide schedulers to select the appropriate clinic/provider based on school selection
What is school name associated with referral orders
100
GHS Yellow Nurse Pool, GHS Purple POD Nurse Pool, GHS Green POD Nurse Pool, GHS Orange POD Nurse Pool
What is the name change to the pools
100
Purple, Green and Orange Pods
What is Emory Primary Care Clinics
100
Darlene McAshan
What is Otis Operations Manager
200
May I please have your SSN. If unknown then say, "That's alright, I can access the record with your name and date of birth.
What is Patient Verification?
200
Link the appropriate order to the appointment.
What is Orders tab
200
Send an Inbox message to Tangela Meadows.
What is the record is flagged as prisoner?
200
Select "All"
What is schedule for Yellow Pod
200
Stays on the record for communication purposes
What is account notes
300
Never tell the Patient what information is in there record. Instead, ASK can you please give me the complete mailing address and telephone number?
What is follow work procedures/flows
300
Ensure appointments that require an authorization are schedule greater than or equal to 14 day from the order date.
What is Day Out Appointment Search?
300
Lab Results, Medication Refill, Sooner Appointment, Medication Refills/Reactions, Referrals follow-up
What is reasons to send an in-basket message to the nurse pool
300
The patient will not be able to receive pain medication, paperwork or a physical at this appointment type
What is what is Same Day Sick
300
This provision does not pay first for services and items when other insurance coverage is primarily responsible for paying.
What is Medicare Secondary Payer?
400
Briefly explain “In order to serve you better, Grady is updating our phone system and routing” Clarify what department the caller was trying to reach.
What is the script to explain why you cannot give the caller a phone number to a clinic or another department within Grady
400
The duplicate order hard stop is designed to duplicate referral order from being placed
What is Duplicate Order Hard Stop?
400
If the actions requested by the flags should be performed before a particular date and time, the date to have those actions completed. Enter a date.
What is due date?
400
Asa Yancey, East Point Health Center, Kirkwood Family Medicine, North Fulton Health Center, North DeKalb Health Center, Lindbergh Women and Children's Center
What is Neighborhood Health Centers
400
1. Ask do you need an interpreter, free of charge to communicate with staff and doctors? 2. The patient states their difficulty (or shows inability) to understand or respond to your questions.
What is Interpreter Needed
500
“I am not able to schedule you at this time due to a system limitation. Could I ask that you call us back in a few days as I expect this to be resolved shortly. Thank you for your understanding”
What is No appointment script?
500
Prevent appointments that require referral orders from being scheduled without the order being linked
What is Linked Order hard stop
500
check box: call with results, call patient, schedule follow-up appointment
What is message flag?
500
If the patient wants to speak to a Non-English Language doctors
What is International Clinic?
500
Fee of Love
What is the cost to see a Financial Counselor?