SCHEDULING RESTRICTIONS
A patient can be scheduled for a Pa smear and Medical service on the same day. True or False
False
How to manage Talk time
Use your time effectively working on both Script and EMR to ensure good call control and efficient call handling. Balance your talk time with your hold time
Appointment Tickler
These are reminders added to Athena by the clinic to schedule the next appt that the patient is due for. We should always look at these tickles since they will help us with schedule the correct appt the patient needs next.
How to prevent a No show Error
Verify If the patient has 3 no-shows in the last 1-year. Always count bottom to top verify the types of appts that were no show. Count how many consecutive appointments the patient had since 3 now shows to determine if they need to be scheduled in a Same Day in person
sexual orientation, pronouns, and gender identity are not required fields. True or false
True
Dr. Horton will begin seeing patients at the Broad Street Health Center on what days
Thursday
How to Manage Hold time
Keep your hold time under 1 min get back with the patient and let them know you are still actively working on request and if you can place them back on a brief hold. Collect all needed info prior to fist hold. Collect all information needed prior to first hold
How to Confirm Appointments
To confirm an appt make sure you are talking to the patient, or someone authorized. Go all the way down in Quick view to Appointments and verify the correct upcoming appt. Once you have verified the correct appt click Confirm.
How to avoid appointment type error
Do not procedure to schedule if provider is missing appointment type drop down.
If new patient locate a provider with an open panel who has the correct appt type drop down.
If patient is existing with the usual provider be sure to reach out.
Dr. Blake can see all patients 13 and up with any insurance except
Independence Blue Cross.
We can schedule Medicare Patients for Telehealth Appointments True or False
False we can not until further notice
How to manage Disconnect time
If we guide the call by going through the script it should be finished by time pt disconnects. Limit after call work the message or Appt should already be complete once caller disconnects
Third Party Callers/Family Members
must be on the consent form to get any patients information on file. If they are not on the consent form, do not offer any information. You can have them call in through the main line and select the correct option from the phone tree.
· Even if a Third Caller can verify three forms of verification, do not provide any patient information unless they are on the consent form
Appointment note must reflect the appointment type giving a general reason for the appointment without including PHI or sensitive information.
difference between Annual Wellness Visits (AWV) and Physical
AWV is for patients with Medicare insurance, Physicals are for Medicaid and Commercial insurance
Nexplanon and IUD insertions or removal
MUST be scheduled for a telehealth consult with a Women's Health Provider. Amy Holland or Heba Elghaban.
AHT - Guide the call by going through the script as we take the call to remain in control. Amount of time spent on a call
Locating the consent forms via Athena
To find this Release of Information Form go to the patient’s Quick view and click Clinicals→ Chart
Next, click on the magnifying glass→ type→ admin→ consent. There are multiple consent forms, but the one we are looking for is “HIPAA Privacy Authorization”. If the patient didn’t authorize anyone in the form you should not reschedule, cancel, confirm, or provide any information.
Scheduling Protocols:
To schedule the appts correctly we need to follow certain _________ and Rules provided by the clinic.
These protocols are in the _________
To schedule the appts correctly we need to follow certain _Protocols_ and Rules provided by the clinic.
These protocols are in the _Bulletin.
Surgery Clearance (Pre -op) Follow-up
5 types of Appointments we do not offer
No commercial vehicle exams (Ex: trucks, larger vehicles other than cars)
No appointments for urine testing for work or school
Appointments for firearms clearances-we do not schedule
No medical marijuana
Motor vehicle accidents of the person have an attorney or claim#/ we only schedule patients without any motor vehicle insurance and do not have a lawyer involved
KPI Stands for
Key Performance Indicator
Gender-Affirming Care
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.
6 types of errors to look out for
Physicals too soon
30-min appointments in 15-minute slots
Patient alert box
Appointment type
Scheduling with someone other than usual provider
Duplicate chart
Restricted appointment types and what that means
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.