Systems
Which side of the NextGen system would you utilize to schedule an appointment?
PM or EHR
What is:
PM (Practice Management)
Does Phreesia require patients to save a credit card on file?
What is:
Yes.
(Unless the patient is on Medi-Cal insurance)
Prior to submitting a refill request, what should the patient have scheduled?
What is:
An appointment OR an attempt to schedule an appointment.
What is the 2 main identifiers that the agent must obtain prior to proceeding?
What is:
Name, and Date of Birth
What team do we send medical records to?
What is:
Our medical records team
What is the name of our newest gating system that assist in obtaining paperwork, collecting copayments, and checking the patients in?
What is:
Phreesia
When should a copay be collected for an appointment?
What is:
At the time of service (Phreesia requires payment prior to entering the appointment)
What is the timeframe for clinicians to respond to task/refill request?
What is:
Up to 72 hours
What is our cancelation policy?
What is:
We have a 48 business hour cancelation policy.
What is included in the 5-step verification?
What is:
1. Name
2. DOB
3. Current address
4. Phone Number
5. Current insurance information
Which identifier does Phreesia use — the Person Number or the MRN?
What is:
The Person Number.
How can we tell if the patient has a credit rather than a balance?
What is:
A minus sign will be before the number
Example: -$20.00
Which team handles prior authorization request?
What is:
MST (Medication support Team)
According to our policy, what is considered an excessive number of missed appointments?
What is:
Three
Scenario: Mom of 16 yr old patient calls in to make an appointment for her child, what must we look for on file before proceeding with the request?
What is:
A release of information, or any legal documents.
What is the cadence that patients receive appointment reminders?
What is:
Patients receive appointment reminders 5 days, 3 days, and 1 day prior to the appointment. They then receive a 1-hour prior check in link.
Is a Medi-cal patient required to have a credit card on file
What is:
No, It is illegal to charge a medi-cal patient
Before submitting a refill request the agent should check the medication module to check for...?
What is:
Existing Rx and refills
A prospective patient calls in and is interested in starting services with Mindpath health. They have never been seen by us in the past. Which department would we transfer them too?
What is:
Our intake department.
What type of security needs to be added before sending a secure email?
What is:
[Encrypt]
Does Phreesia require non Medi-Cal patients to save a credit card on file?
What is:
Yes
Which system is used to review balances, for PTs to make payments/ set up payment arrangements etc..
What is:
Cedar
A patient calls in to let us know that their pharmacy let them know that their insurance won't cover their medication without insurance approval. What needs to be started by our MST team in order to try to get this medication approved by the patient's insurance?
What is:
A prior authorization
What is our internal company "intranet" called?
What is:
Compass.
what is our fee for a missed appointment?
What is:
$100