Dashboards
What type of calls will you make using the Dashboard?
Outbound Calls
Required to verify patient identity for an OMNI lead
Verify spelling of first and last name
A summary of who called, what happened, what did you say and the action required.
Case Comments
If the patient wants to reschedule their assessment time, What do you do?
Find out what day and time works best to change the assessment and transfer the call to a Treatment Advisor.
When the Shoutout Team Available?
Monday - Friday 7a.m. - 7p.m.
All Outpatient patients who have cancelled assessments and need to be rescheduled can be found in the dashboard under what?
OP Cancellations
You are on a recorded line is a __________ disclosure
Required
Schedule Patient for Admissions can be found in the ______ of a Case
Details
If a patient is scheduled for MAT and has Medicaid but prefers to self-pay you must
let them know it is preferred that they use Medicaid and transfer them to a Treatment Advisor
Navigating to _______ within the Shoutout App will show you all upcoming appointments.
Appointments
Clicking on ________ will give you access to the list of patients
View Reports
If the caller answers no to this question, you must start the Crisis protocol.
Are you in a safe place?
Where can you find the list of a patient's support?
In the Case under Support Systems
When does the follow-up cadence start?
Once the assessment is scheduled
Shoutout experts
The Green Berets
What do you need to do to access the dashboard?
Type "PTC Task Dashboard" in the search bar of Salesforce
If you speak to someone different in the same call you must say...
I need to disclose you are on a recorded line
Viable IP is a _____ Disposition
Lead
For a Telehealth follow-up that is not confirmed what text template needs to be sent
OP Reminder Template
Shoutout costs
$0
Cancellations - Offer ISS can be found where
IP Cancellations
True or False: A loved one can give consent for RCA to leave a patient voicemails, texts and emails.
False: Each person must give consent for themselves.
When a loved one call in as the lead and converted, there will be how many accounts created.
2
The patient does not have a photo ID and they are scheduled in intake you have to
Make a note in the case comments and let the know you will notify the facility
Which levels of care are not qualified to do assessments via Telehealth
IP and MAT