Spectrum

Appointment Type

Scheduling protocol

Provider restriction

Show what you know

Updates

100

CARELINK

Patients with infectious disease
Carelink patients should only be scheduled with the Carelink appointment type and with Myra Rutland.

100

Physicals and New Patient Appointments:

Can be scheduled ONLY on the hour
9 am, 10 AM, 11 AM, 1 PM, 2 PM, 3 PM
Patient must be Due for PHY
Done every year plus 1 day

100

Dr. Blake Horton

New pediatric patients age 13 and up → Schedule with Dr. Blake Horton

100

No-Show Policy:

If the patient has 3 no-shows in a 1-year period they need to be scheduled in a Same Day in person or Open Access slot.
This does not apply to:
- Carelink
- Prenatal appointments
- Pediatrics
- CMA, LAB NURSE

100

Gender-Affirming Care

Gender-Affirming Care includes medical, psychological, and social support that helps individuals live in alignment with their gender identity.

If you receive a call from someone requesting gender affirming care, please use the following response:

“I’m happy to schedule you for a primary medical or dental appointment at one of our four health centers. While gender-affirming care is not a service we provide, we encourage you to discuss any clinical questions or concerns directly with your provider during your visit. Would you like me to schedule a primary care appointment?”

Please deliver this message with warmth and clarity to ensure every caller feels supported. If you have questions or encounter uncertainty, reach out to your supervisor or me directly.

200

Personal Health Screenings

Appointment types for screenings related to sexually transmitted infections (STIs)

200

STI

- check for availability within 24–48 business hours.
Step 2: No Availability Within 24–48 Hours
- If no appointments are available within that timeframe:
  - Send a message to the FC Yasmin Williams

200

Dr. Hannah Sullivan

Sees all pediatric patients under age 13

200

Hyejin Cha

Effective the week of November 10, 2025, Cha will transition to full-time at the Cottman Avenue Health Center.
Her schedule at Haverford has been cancelled, and a new schedule has been created for Cottman.
She will be in the office Tuesday through Friday, with Monday reserved for telehealth and administrative duties.

200

autism

As non-clinical people we want to refrain from giving the patient the idea they will be evaluated. That is a clinical decision. Our job is to make the appointment and let them discuss their clinical needs with their medical Provider

verbal understanding on the call and the appointment note should be consistent stating “patient would like to discuss autism with the Provider and next steps”

300

QuantiFeron 15

When patients call to schedule an appointment for a PPD test:

Clarify the Test Requirement: Ask if the test is needed for employment purposes.

300

Usual Provider Field

When creating a new patient chart, we need to set the Usual provider field as "AAA Registration."
Even after we schedule an appointment, the usual provider field will still reflect "AAA Registration."

300

Dr. Jeffrey Dunbar (MD)

*NO new patients

300

Pediatric Patient Reassignment

For pediatric patients who have HyeJin Cha listed as their usual provider:

Under age 14 → Schedule with Dr. Sullivan
Age 14 and up → Schedule with Dr. Horton

300

Switching Providers

If a patient calls asking to see a different provider, we inform them that these requests are handled by a specific department and they will call them back within 24-48 hours notify Team lead or Floor champ to send an Athena Text

400

Initial Podiatry Evaluation

Established Primary Medical Care Patients
Initial Visit with a Podiatrist
30-Minute Appointment Time

400

If a patient calls regarding assistance with their utilities what must caller do ?

Ask the caller if they have faxed over the form from PECO, or PGW.

If the patient has not spoken with someone from PECO or PGW and has not had the form faxed to Spectrum, they must call PECO, or PGW and request them to send that form over to us.

Patient must bring all paper and form to appointment

PECO, PGW and BILL

If a patient has had the PECO or PGW form faxed to Spectrum, please transfer the call to Option 9.

400

Dr. Susan Gresko

No longer at Spectrum

400

Telehealth

No Peds

Must be on camera

Medicare: patients needed to be rescheduled as in person appointments only

Medicaid: can be rescheduled like any other appointment; telehealth or in person

400

restricted appts

Hospital Follow-Up
Annual Wellness Visit
Newborn Visit

These slots are intentionally placed on the provider’s schedule for specific purposes. The above appointment types can only be repurposed within 24 hours of the appointment date and time. If you receive a call from a patient before the 24-hour window, do not offer these restricted slots as an option or mention them to the patient. Instead, look for the next available appointment that is not restricted

500

Well Child Visit

15 min slot up to 11

500

GYN

With Usual provider

Established Appt type

Document appt notes

500

Dr. Amy Holland

Established pediatric patients who have previously been seen by Dr. Amy Holland should continue to be scheduled with her unless the matter is urgent and requires immediate medical attention. This update is intended to streamline scheduling while maintaining continuity of care for Dr. Holland’s established patients. All other pediatric patients should be scheduled with Dr. Hannah Sullivan, the pediatrician.

500

IUD insert or removal

Schedule telehealth consult with Heba or holland

500

Dr. Blake Horton

Effective the week of November 3, 2025, Dr. Horton will begin seeing patients at the Broad Street Health Center on Thursdays.
His Thursday schedule at Haverford has been cancelled, and a new schedule has been created for Broad Street.
Patients previously scheduled at Haverford on Thursdays have been notified.
If patients call regarding cancellations, they may be rescheduled at Haverford on a different day or scheduled with Dr. Horton at Broad Street on Thursdays.