Clinic Tasks
What do you do with your computer Mon-Thurs when you're getting ready to clock out? What do you do on Friday with your computer when your leaving?
What is log out of all application Mon-Thurs. On Friday you completely shut down your computer.
Watching YouTube is acceptable when there are no patients in the clinic
What is False
A patient asks if you can text them the address to the clinic. What do you tell them?
What is I can't text the address, but I can send you an email, give it to you over the phone or see if a manager can text you the address.
You are having trouble figuring out a patient's insurance benefit. What do you do?
What is call Karissa.
How often should you be making coffee?
What is every morning.
How do you issue a check issue a check refund in Blueprint?
What is you don't issue a check refund in Blueprint. Check refunds should only be entered by Alyssa once she sends the check to the patient.
Corporate should be the first call you make if you run into an issue in the clinic you can't figure out
What is True
A patient asks if we can ship their repaired aids to them in another state they are visiting. What do you tell the patient and how do you proceed?
What is let the patient know there is a charge for shipping, ask for their address they need it shipped to and let them know you will call them back so you can find out how much shipping will be. Call corp to see how much shipping will cost. Call the patient back to let them know, collect payment, and have corp create a shipping label.
The power goes out in your clinic; the computers and phones don't work. What do you do?
What is Reach out to corporate using your personal device to have your phones transferred and to check to see how long the power will be out to see if we need to reschedule patients.
A patient comes in as an HAE but then tells you he gets benefits through UHC Hearing. You do the verification and find he has the copay plan through UHC hearing. What do you do?
What is, do the verification and let your provider know.
It is the middle of the month and you run out of water in your clinic. What do you do?
What is, you shouldn't run out of water in the middle of the month since we do inventory on water at the end of the month. If you do though, reach out to corp to see when your next water delivery is.
You need time off for a two hour doctor's appointment, you don't need to put that time off into ADP.
What is False
A patient calls off the ad and refuses to schedule an appointment before knowing the price of the aids. What do you do?
What is let the patient know that you don't have the pricing of the aids, you just schedule the appointments. See if your provider is available to talk to the patient, if not take a name and number and either have your provider call them back or a manager. Also, send an email to kevin, cc Karissa and the manager about the situation.
A patient walks in with their devices bagged up and is very angry and wants to return. Your provider has stepped out for a lunch break. What do you do?
What is let the patient know that of course we can help with that, but since these are medical devices, I can't accept a return without a specialist approval. Call a manager (Rich, Ethan, TJ, or Zach) to see how they would like you to handle the situation.
What do you do if you receive a cash payment from a patient in the office?
What is put the cash deposit into Blueprint. Record the cash payment on the petty cash log right away. If it gives you over $100 in petty cash, you deposit that in the bank.
How often should you clean the clinic?
What is at least 3 times a week, wiping everything down, mop the floors, dusting
You have a patient scheduled at 430 for an HAE. You can just stay clocked in and working until the appointment is over, even if it runs after 5.
What is false- if this happens, reach out to corp to see if overtime will be approved.
A patient calls and gets rude and abusive, what do you do?
What is stay calm, listen and let them talk, and see if your provider can get on the phone and talk to them. If the provider is busy, let the patient know you will have a manager call them back within the next 5 minutes.
You generate a FBOS for a patient to sign. What must you look over to make sure everything is correct, and if something is incorrect and you can't figure out why, who do you call to help you fix it.
What is, the FBOS should have the invoice number, correct serial #'s, warranty dates, correct provider signature and license number, fit date, and the balance showing $0. If you can't figure out why it's not generating correctly, reach out to corporate. Don't let the patient walk out with an incorrect FBOS.
How many breaks do you get a day?
You check the mailbox for the clinic, and you get something addressed to another person you don't know, but the address is the clinic address. What do you do?
What is do not open the mail. Reach out to corporate to see what you should do with the letter.
Friends/ Family can come visit and hang out in the office
What is false- friends and family should not be hanging out in the office. If they need to talk to you, you can step out during one of your breaks
A patient donates there hearing aids, what do you do?
What is enter them is as device added, and let corporate know right away to enter them into inventory.
An aid isn't appearing in Blueprint that you need to add a device added or order. What do you do?
What is reach out to corporate to have them add the device.
You would like an additional item for your clinic that isn't on your monthly office supply order list, who do you ask to see if we can order that for you?
What is put it on your monthly supply list at the bottom and corporate will either order the item or deny the purchase or call corporate and ask if that is something we can buy for you.