Show:
New patient registration
Process to follow
SCHEDULING RESTRICTIONS
Policy
KPI
100

Patient is considered new but has a old spectrum provider listed in usual provider field.

Set Usual provider field back to AAA Registration for NP

100

Existing Patients (Ages 14–17):  

  • Schedule with the usual Provider if the usual Provider is an NP (Mensah, Cha, Selby, Myers, Rutland, and Jackson)
  • All other existing patients are to be scheduled with Dr. Blake Horton
100

GYN Procedures such as:

  • Nexplanon and IUD insertions or removal MUST be 

Schedule with Amy Holland or Heba Elghaban

100

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

How can we limit Disconnect time 

Fill out the script while on a call

Finish assisting patient while still on the phone 

Limit after call work

200

What are the different ways we can search for a patient and what does this help prevent ?

We can search patient by DOB, by spelling of name, or phone number. This helps us prevent Duplicate charts 


200

The patient is new, or The usual provider is no longer employed at Spectrum.

In either of these cases, set the usual provider as “AAA Provider for NPs.

200

HOW OFTEN SHOULD A WOMAN HAVE A PAP SMEAR

21-30 YEARS OLD PAP SMEAR EVERY 3 YEARS 

30 - 65 YEARS OLD PAP SMEAR W/HPV EVERY 5 YEARS

200

 patient has not been seen in more than 6 weeks but needs a referral 

  • If the patient has not been seen in more than 6 weeks the patient needs an appt. Schedule a TH appt with one of their PCP.
200

How can we limit talk time 

Being in control of the call only collecting needed information balance out talk time with hold time.
300

New Patients under age 13 

Schedule with Dr. Hannah Sullivan (Pediatrician)

300

Sibling Scheduling Guidelines 

Siblings 14 and older → schedule with 

their Usual Provider.

300

Initial Podiatry Evaluation

  • Established Primary Medical Care Patients

  • Initial Visit with a Podiatrist

  • 30-Minute Appointment Time

300

Autism Testing Est pt 

  1. If the caller/patient is already Spectrum medical patient the appointment can be made with the verbal understanding on the call and with the appointment note both stating “patient would like to discuss autism with the Provider and next steps”

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

300

Proper hold policy 

Advising a reason for hold and asking to place caller on brief hold. When returning from hold thank caller. 

400

Jewel Bryant can see new patients  if they are ...

 Schedule with Jewel Bryant if they are self-pay or enrolled in Medicare/Medicaid.

400

When a patient asks to change their provider:

  1. Inform the patient that you will take down their information and submit the request to the Clinical Department for review and approval.
  2. If asked about the process, explain that it is not new, but is now being enforced more consistently.
  3. Let them know the review process may take up to 30 days, and in the meantime, appointments must continue to be scheduled with their current Usual provider.
400

Behavioral Health Scheduling

  • Behavioral Health services are only for patients who have already seen a Primary Care Provider at Spectrum.
  • Only schedule with a Behavioral Health Consultant (BHC) if the patient is existing or missed/canceled/rescheduled a previous BHC appointment. Check the patient’s appointment history first.
400

any patient enrolled in a Medicare or Medicare Advantage plan should NOT be scheduled for

a telehealth appointment. Do not get Medicare and Medicaid mixed up

400

AHT stands for 

Average Handle time 

500

Appointments should not be confirmed at the time of scheduling  When speaking with patients, please inform them of the following: Regarding Appointment confirmations 

• They will receive texts a few days before their appointment.

• One text will request completion of consent documents to expedite check-in.

• Another text will ask them to confirm their appointment.

• Appointments must be confirmed at least 24 hours in advance, or it will be canceled.

500

Established Patient requesting ED follow up at Haverford and usual provider is not available 

Schedule with Jewel Bryant only if their usual provider does not have an available appointment within 7 calendar days of the discharge date AND they are self-pay or enrolled in Medicare/Medicaid.

500

Patient has not been seen in over a year but is in need of medication and is completely out can we schedule a telehealth appointment why or why not 

  • one in person appointment per year before having a telehealth appointment.
  • If patient is in need of medication and has not been seen in over a year they need to be seen in office.
500

         Workers Comp Appointments

If the patient states they have any type of work injury, they should go through their employer for medical treatment. If the patient pushes back, please forward the call to option 9.

500

KPI stands for 

Key Performance Indicator