Red
What does ADT stand for?
Admission Discharge Transfer
When is call control important?
Always
When can we interrupt a caller?
Never, aside from soft interruptions.
What is the name of the remote tool we use?
100 extra points: What is the link you would send to a user when trying to remote in?
LogMeIn
LogMeIn123.com
When do we verify a caller's confidential information?
When providing usernames, password resets, account unlocks or giving them other information.
What are some barriers to active listening?
Distractions, cultural differences, language barriers, etc
What are some functions of a patient portal?
Messaging, scheduling appointments, viewing test results
Where does any and all patient information need to be documented?
Secure Patient Info field
When are cold transfers appropriate?
Never, unless requested by the client or stated in the KB.
What are some examples on how to fill dead air?
Explain what you're doing
Small talk
Brief hold
Everything we do here at the Service Desk comes down to one critical aspect. What is it?
Patient Care
You receive a call from a client who is asking to be mapped to the "Data" folder on server CSS-FS1. What is the correct folder path to map this?
\\CSS-FS1\Data
What would be the first piece of information needed when dealing with a caller who has a slow running application(After completing the profile section)?
Is the app web based or desktop software?
What would the status be on a call in which we confirm the issue was resolved?
Closed
What should a proper call greeting sound like?
Answers will vary
Ex: Thankyou for calling the service desk, My name is Travis. May I start with the spelling of your last name please?
What is the format for a ticket summary/short description?
What's affected - What's going on
Ex: Printer - Jammed
What is required for any ticket regarding a hardware issue?
Asset tag
Explain clinical versus non-clinical
Clinical users provide direct patient care where Non-clinical users do not
What does consistent KB usage decrease?
Talk time
Where can you go to see who the Problem Manager (PM) or Subject Matter Expert (SME) is for a specific account?
The "i" button either in client lookup or in the ticket/Teams
What would the status be on an unresolved ticket that needs to be sent to Help Desk/ESD Triage?
Assigned/In progress
What should be entered every time a provider wants to take an action regarding a patient?
An order
What are the first three things we need to verify with a caller on the phone?
Name, location, phone number
What is the purpose of CTI's/CSS's?
Organization and Routing
What are three relevant questions you might ask for someone having a hardware issue?
Answers will vary
Ex: Could you read me the asset tag?
Have you rebooted the device?
When did this issue start?