Schedgistration New/Established
This is the first thing you should ask when a patient calls for an appointment.
What is Reason for Visit
This is where I will locate Provider Office Hours, Fax Numbers, Directions, etc.
What is OneNote
A patient is calling to request a copy of their Immunization/Vaccine Record. How do you handle this call?
What is create an encounter and send message to Flow. Advise patient of 5 business day SLA.
What is the SLA for a General Medical Question?
What is 4 business hours.
What is the SLA for a refill request of a controlled substance?
What is 3 business days, along with specific day and time.
According to Standard Work, you must gather Patient Demographics, Patient Contact, Guarantor, and this when registering a New Patient
What is Coverage
When someone is calling on behalf of a patient for anything other than appointment date and time, you must review this.
What is the Ongoing Communication form.
When a patient calls to update their Ongoing Communication Form in Canopy, the AOS should ask for the patients name, DOB and this.
What is the patients Contact Number, Zip Code or Last 4 digits of their Social Security number.
A caregiver is calling to report the results of the patients PT/INR. Who should AOS transfer this call and message to?
Who is Triage
Where should an AOS agent look to determine refill and order information for a patient requesting a refill?
What is the Medication List in Canopy.
What Job Aid would you reference in the following scenarios:
A patient calls stating they need an appointment for a runny nose, cough or fever.
A patient thinks they have been exposed to chicken pox and wants an appointment.
What is the Infectious Disease/Communicable Disease Job Aid
When handling "Provider to Provider" calls, the AOS must obtain the patients name and birthday if applicable, and then attempt a 3 ring warm transfer to Flow. If Flow is unavailable, the AOS should then do this.
What is warm transfer to the MD line.
Patients must be seen within this many months for the office to process a new referral request.
What is 6 months
A patient is calling to request refills of their diabetic supplies. In addition to the patient name, provider name and contact information, what detailed information should be included in the message?
What is Pharmacy Name, Daily Testing Frequency and Type of Device.
A Caregiver calls to inform the office that one of our patients passed away last night. After expressing condolences and thanking the caller for notifying us, what should the AOS do?
What is create and encounter, insert zzDeceasedpatient template and send message including callers name, relationship to patient, contact number and date and time of death (if provided) to Flow. Then access Encompass and cancel all pending appointments for the practice they called.
This is what you should do when a patient calls requesting a same day office visit with their Primary Care Physician and you are unable to reach the Flow Manager.
What is create an encounter and send a High Priority message to Flow. Advise patient of 1 hour SLA.
When a patient calls with a billing question, the AOS should do this.
What is offer the patient the number to the UBO and then transfer the call.
Our office referred a patient to a specialist. The appointment is this afternoon and the specialists office is calling to say they haven't received medical records. How should AOS handle this call?
What is attempt warm transfer to Referrals, if no answer attempt Shared Referrals, if no answer attempt Medical Records, if no answer attempt Front Desk, if no answer attempt Practice Manager/Supervisor.
What is the SLA for a Red High Priority Key Word message?
What is there is no SLA for Red HPKW's. They are always an immediate warm transfer to Triage.
A pharmacy is calling the office to let a provider know the medication prescribed for a patient requires a Prior Authorization. How should AOS handle this call?
What is create an encounter and send message including the name of the medication, name of the insurance company and the policy number to Flow. Advise of 14 business day SLA.
These are the 9 items that must be confirmed at the end of every appointment call.
What are: Provider Name, Practice Name, Day of the Week, Date of Appointment, Appointment Time, Arrival Time, Insurance Card, Copay Reminder and Medication Reminder.
How should AOS handle a caller/patient who refuses to be transferred to the UBO or has already spoken to them?
What is offer to transfer the caller/patient to a Coding & Reimbursement Specialist or their voicemail. If caller/patient refuses, offer to transfer to a Coding & Reimbursement Specialist Supervisor.
A patient calls regarding a referral requested 6 days ago. After checking the chart, the agent sees the referral isn't complete and it is outside the SLA. How should the AOS handle this call?
What is warm transfer to Referrals, if unavailable attempt Shared Referral line, if unavailable, create an encounter and send message to Referrals or modify existing message and mark unread.
Name 2 places that an AOS can locate the High Priority Key Word document and the ROC Mental Health Call Document.
What are links in Standard Work and OneNote
A patient that called in a refill request yesterday is calling back today because they are completely out of medicine. The agent located yesterdays message in the RX Refills box and sees that it has not been answered. How should AOS handle this call?
What is update the existing message and send High Priority to RX Refills. Advise patient of the original SLA.