EPIC
ABD
Who is Haxhere?
Sherry Training and QA Supervisor
How do you respond to a pregnant patient?
Do not assume patient is always happy to find out they are pregnant, assess accordingly. Proceed with opening of their chart
How many PTO days do you get a year?
19 days
How do you access EPIC?
Log into Citrix first and then click on EPIC Production.
SLA
Service Level of Agreement-Promise we give to our patients in answering 90% of the calls within 30 sec.
Who is the Data Analyst?
Alice
When do you ask for the patients Pronoun, Proffered Name and Race and Ethnicity ?
When creating a new patient chart
If it is missing from an established patient's chart
How many hours do you accrue every month?
11.53 hours after the 1st month working on the 1st of each month.
How do you open a patient's chart?
Clicking on Chart Icon
PRI
Private Slots-appointments available but we may not be able to schedule.
Name the Network Supervisors.
Maria
Charlene
Heidi
Anna / Julia
What information do you ask for and What information to you verify?
Ask: Name, DOB, Address
Verify: Phone number (last 4 digits), email, insurance
How many hours can be carried over to the next year?
The earned PTO and accrued time must be used by the end of calendar year. Only 5 days can be carried over to the following year.
In the doctor's schedule what does the colors mean?
Green- open to book
Yellow - few time slots available
Red- no time slots available
Blue- completely booked, double booked
Purple-Unavailable
MRN
Medical Record Number-each patient has a number associated to them
Who is is the director of NPSC?
Amy Nantista
How can HIPAA be violated?
Giving away any of the following:
First Name, Last Name, DOB or Address
What are some black out dates?
The working day before or after a holiday is a black out day. These days are busiest and approved PTO is very unlikely (unless in advance).
What information do you need to open a telephone encounter?
Doctors' Name
Department
Reason for call
Appropriate Smart Text
Routing Information
Who do you work for?
Patient Support Center, extension of doctor's office
(Forest Hills, Staten Island, Florida, Westchester, Long Island, Hewlett, Manhasset)
Why is it important to offer the post call survey?
The post call survey gives the patients the opportunity to rate our services, as well as areas we need to improve on so we can provide better costumer service.
What is the policy on cell phone use?
If you have an important call let your supervisor know in the beginning of the shift. Save your calls and texts to make during your break. Do not wear Earbuds. If you want to listen to music, do so in a low volume, ensuring the music is appropriate to be played in the office for only you to hear.