New
When dialing out to a patient, what do you need to disclose?
That we are calling on a recorded line.
What does OD in an order mean?
Right eye
Where do we confirm patient's last payment date in Filemaker?
Billing Info> Transactions
Who is responsible for getting Voicemails throughout the week?
EVERYONE
Thursday after our meetings, those who are on huddle notes that week.
Name the Four Rapport Acknowledgements.
100% Attention, Response, Understanding, Respect
Other than an email, what are the two most important things to get from a patient on a new call?
Hippa & Payment
How many tubes can be drawn for a UCI pt?
20
What are the payment options for a HC order & a Full order?
Full: $699 upfront or 6 monthly payments of $130
HC: $699 upfront or 2 monthly payments of $350
Where can you find your schedule & break times?
Teams PS Schedule Tab
We should be going to our breaks and lunches as close to our scheduled time as possible! Please review when the schedule to verify your times, if it needs adjusted, come talk to Haliey.
Name 3 out of the 10 "ACTIONS"/Steps on the decision ladder.
Action, Commit, Play, Continue, Study, Look/Listen, Challenge, Stop, Avoid, Complain, Neglect.
What BCF(s) can UCI patients use?
Exam One Mobile & Exam One - Orange.
What are the 5 states MediPro covers for mobile services?
NY, NJ, TX, FL, PA
Where can you verify that a payment was successfully completed in the portal?
Portal Transactions
What is the expectation when emailing mentormate?
Email from your personal email and put the patient reference number in the subject line.
The Decision Ladder in its simplest terms is categorized by three types of willingness, what are they? (Hint: Picture the ladder and how it is categorized)
Positive, Neutral, Negative
What does it mean when the Patient Portal Status says onboarding complete? What is the appropriate next step?
Onboarding Complete – the user completed their demographic information (address, HIPAA Contacts, etc) and/or an order flow (selected BCF, order type, and completed payment).
Check the patient note and verify the patient is all set. We will call at the time of shipping.
Where are the "Needs New Order" lots located for P2 to work?
The ASED (Shipping) dashboard, selecting new order only and refreshing the screen
When refilling for a patient on monthly, and the ARB is still active, what date do we apply for the 1st payment on the New order?
The date the next payment should come out
When do we submit an Adverse Reaction and what are the steps?
When a patient states VT is causing irritation, redness, soreness, stingy.
Document in patient record on FileMaker, File on HSI, email physician and patient Adverse Reaction Form to complete.
Where can you find helpful verbiage to navigate tough conversations/calls with patients?
How do we respond when a patient asks if this is covered by insurance?
We are a self pay service and do not have the ability to submit to insurance.
We CAN however send you documentation to submit to insurance for potential reimbursement, although we do not guarantee any sort of reimbursement.
What are the 4 patient portal statuses?
1. Invitation Sent – Initial invitation has been sent to the user, they have not accessed the portal or confirmed their DOB
2. Confirmed Birthday – the user has logged into the patient portal and confirmed their date of birth, the user has not completed an order flow
3. Set Password – the user has created a password however did not access the Patient Portal any further
4. Onboarding Complete – the user completed their demographic information (address, HIPAA Contacts, etc) and/or an order flow (selected BCF, order type, and completed payment)
What is the mobile blood draw fee? Which two states have different blood draw fees & what is their price?
$20, Hawaii & Alaska, $50.
What are Patient Services 5 team commitments?
Personal Accountability
Assume Positive Intent
Lean into Healthy Conflict
No “S**T” Talking: Absolutely NOT Acceptable!
Check yourself /Self-reflection
What are the 3 parts to a smooth process that can make all problem-solving productive?
Probe: Ask clarifying questions
Align: Talk at the same level. Logically and empathetically
Raise: Raise to higher levels gradually and with confidence and respect so the person is able and willing to follow.