WIC
A client needs a repeat hemoglobin when their result is____.
less than 8
How often should the household tab, sliding fee tab, and decloration of income be updated for a Sexual Health or BC3NP client?
Every visit
How often should data loggers be downloaded?
Weekly
A prospective client calls the clinic asking where they can get information about blood lead testing for their 7 year old who is in first grade. Where can you refer them to get this information (or where can you look up the information for them)
You can get this information in their childs MCIR.
True or False: Good internal customer service is treating a coworker unfairly and ignoring them becasuse you don't like their opinons about politics?
False
True or False: Every active WIC client needs an appointment in MIWIC
True - EDU with zero time when appropriate.
False: they need to updated annually or if the client information or agreement changes.
How long do the freezer cube inserts need to be conditioned before putting the cube together?
They do not need conditioned, use right out of freezer. Cooler Cube inserts need conditioned 25-30 minutes, depending on size.
True or False: Agency dress code allows staff to wear shorts, but only in the summer.
False: shorts are not allowed
Carrying on a converstation with my coworkers when I haven't acknowledged my client is an example of:________
Poor customer service
What WIC reports are ran monthly?
Alpha, expiring short certs, online edu, clients eligible for benefits, and dual enrollment.
NEW: Resolved Refferals :)
Medicaid outreach is entered for which clinics?
All
True or false: I provide VIS’s for only the vaccines being gotten that day?
False: Should get them for everything that client is due for.
When are PTO requests required to be submitted in EWS by?
45 days prior to the schedule being released.
Example: September requests need to be submitted by July 15th.
What is the "golden rule" of customer service?
Treat customers the way you would want to be treated.
When should a family note be put in WIC?
Everytime you attempt to contact or speak to a client no matter the situation. More information is better than none.
When is it ok to mark a client as Inactive in the Status on Patient Details.
Never. I should submit an IT ticket to have a client inactivated. Marking them inactive can interrupt any services billed out.
How often should the clinic fridge/freezer temperatures be read?
Twice a day - Morning before the fridge is opened and 1/2 hour before the end of day in case something is wrong, that way you have time to fix the issue.
It’s ok for me to access a family members chart if I don’t update anything.
No. Accessing a family member’s chart is a HIPAA compliance violation.
What is the first step in resolving a customer issue?
Actively listen and understand the customer's problem.
True or False: If a client has zero income, I select gross income for source and $0 in amount?
False - you should select No income for source and answer questions that pop up, most clients really don’t have zero income. $20 a week from family is considered income.
If I don’t find a client by searching for their first and last name in Patient Search in Patagonia, my next step is to click on Add New Patient and create the client.
No. I should try searching for a client by MRN, DOB or perform an advanced search before adding a new client in Patagonia.
True or False: MMR is covered by medicare and medicare advantage plans.
False: these are not covered by either.
The first step in resolving an issue with a coworker is ______ .
Bring it to their attention in private with a one-on-one conversation. Unless the situation has severely impacted the employee, than reach out to a supervisor.
What type of questions are used to encourage clients to explore their thoughts and feelings without leading them in a specific direction?
Open-ended questions.