Phone Calls/Messages
The amount of rings or seconds allowed before a phone call needs to be answered
What is 3 rings or 20 seconds?
The application we use to process our faxes
What is RingCentral?
The name of the form in our new patient paperwork that when filled out, allows us to retrieve prior medical records.
What is Authorization to Release Medical Records?
This person is responsible for reviewing and approving all PTO requests for PCPs.
Who is the Center Director?
The four screening questions that should be asked and documented each time a clinical concern is brought up on a phone call.
What are:
1. What are you feeling today?
2. How long have you been having {previous stated symptoms}?
3. Are you having {previous stated symptoms} right now?
4. Are you feeling anything else at this time?
The name of the quick link in DASH that allows you to put a faxed document into a patient's chart.
What is "Upload File"?
Name the two location names that fulfill the Medical Record CMAP requirement.
The number of PCPs who can have approved PTO if you have 4 PCPs in the center.
What is 1 PCP?
Name at least 3 questions that should be asked and documented in a referral message.
Who is the patient you are calling about? (Patient name, DOB)
Who am I speaking with today? (Obtain the name of person you're speaking with)
What facility are you calling from today? (Name of facility or provider)
What is the contact number, fax number, and physician patient will be seeing?
Can I have the doctor's Tax ID and NPI number?
When is the Date of Appointment?
What are the CPT Codes and diagnosis codes?
Name the three hard stop fields in DASH that require entry before you place a file in a patients chart.
What is Patient Name, Document Category, or Document Type?
Name the proper document category, document type, and description for an external New Patient Medical Record.
What is Other Documents, Medical Records, Medical Records (Historical)?
This person is responsible to identify the covering provider for the duration of a PCPs PTO.
Who is the Center Medical Director?
List 4 clinical conditions that would qualify a message to be categorized as STAT.
Abdominal pain, altered mental status, bleeding moderate/severe or on blood thinners, blood glucose low or high, blood pressure low or high, body pain, chest pain, confusion, difficulty moving/speaking, dizziness, falls, giddiness, headache, homicidal, seizures, shortness of breath, suicidal, trauma, suspected UTI, vision problems, worsening mental status
Name the proper document category, document type, and description to index an EKG.
What are Orders/Tests, Cardio, EKG?
The name of the form to be filled out if a patient states they have not had a provider in 10+ years.
What is Attestation of No Prior Medical Records?
The number of PCPs who can have approved PTO during a peak holiday period if you have 7 PCPs in center.
What is 3 PCPs?
List 3 expectations that are part of our hold courtesy.
1.Explain to patient why you are about to place them on hold, and then ask permission if it is ok to do so
2.Communicate expected hold time (1st attempt 1 minute, thereafter, communicate specific expected hold time): Do not underestimate, and keep them on hold without further communication.
3.Thank patient for patiently holding, and apologize if there is a delay of more than 1 minute
4.If you need to transfer a call, please pass patient name to the transferee and reason for calling through a warm transfer, so that patient does not have to repeat him/herself:
Name the proper document category, document type, and description to index an EYE EXAM (RetinaVue)
What is Orders/Tests, Optometry, RetinaVue Exam?
A tool, in addition to DASH, you can use to search for a medical records consent form.
What is the CMAP tool in BI Suite?
Name four things that must be done to prepare for a PCPs PTO.
What are, identify a covering provider, review and approve PTO requests in Workday, block DASH schedules, perform PTO sign-out meeting, PCP updates Top 40 before leaving, delegate DASH workflow to covering PCP