Best Practices
What is the best practice for scheduling self-paying patients that are not STAT exams?
Schedule at least 48 business hours from the time of the call before transferring the patient to the Pricing Department.
What should you advise the caller if they’re unhappy with what you have to offer for STAT exams?
If the caller is unhappy with what you have to offer, schedule what you can, and remind them you will send a STAT message to the clinical team for further review.
True or False, always send a High Priority message for STAT exams.
True
Where would you locate the routing pool when sending an encounter?
In Knowledge Management under Epic Clinical Support Messaging Pool or Epic front desk Messaging Pool.
When should you verify the insurance when a patient calls to schedule an appointment?
At the beginning of the call before populating the schedule.
What should you advise the caller if they’re unhappy with what you have to offer for STAT exams?
If the caller is unhappy with what you have to offer, schedule what you can, and remind them you will send a STAT message to the clinical team for further review.
To provide the best service, what are the identifiers that we should ask for at the beginning of the call?
Full legal name, DOB, phone number or address.
Should an exam for Head Trauma or Head Injury always be scheduled as a STAT exam on the same day, even if the order is a routine order?
Yes
What type of phrases are used to send messages in EPIC?
Smartphrases
What are the first two steps you take to correct a scheduling error?
Change your phone state to return call, then contact the patient to reschedule the appointment or cancel and refer them to the correct area for scheduling.
True or False, you should disregard the bad debt process for ALL exam requests and proceed with scheduling.
False
Upon scheduling what information should be provided to the patient so that they know where to go for their appointment?
Arrival, check in information, and prep instructions.
Which modality may require triage?
Computed Tomography (CT)
True or false, it is best practice to verify the best contact phone number when sending an encounter although it was verified at the beginning of the call.
True
What should be reiterated after scheduling an appointment?
The appointment date, time, location, and physician name.
If unsure whether insurance is active or accepted, should you call the Radiology-Specific Insurance Team to verify insurance before or after scheduling?
Before
If a patient is upset about a long wait time, what should you do?
Acknowledge and Apologize
What’s the name of the guide that you should use when patients are calling threatening/suspected harm to self or others?
911 Guide
What do you do if you receive a Deny scheduling pop-up when attempting to schedule an MRI?
Click deny AND send a high priority STAT Epic message
True or False, all Radiology scheduling requires an order except annual Mammograms.
True