Calls
Scenario: It is currently 9AM. The patient's appt is at 11AM today. They are calling to cancel the appt. What's the line number and name of the SW document should I refer to for next steps?
What is Inbound Call Routing Grid, line 9?
How should you rename an urgent referral in your RF folder?
What is Urgent; Last Name, First name; MRN; tracking number?
Before any outreach attempts (call or MyChart), what should you be doing to increase the likelihood of the patient answering the phone or logging into their MyChart? Where in SW can I find this step?
What is New Patient Outreach Prior to Appointing, Step 2?
Scenario: You created a TE in error. Where can I find the steps in deleting TE's made in error?
What is Cardiology Resource Guide?
Scenario: Pt complains about their in-office experience with the EP team. Who should I transfer the patient to first?
Scenario: You were assigned a RF and noticed it's missing the referring clinician's contact info and Dx. Which step in SW should you follow?
What is New Patient Referral Intake, step 2?
Scenario: While scheduling, patient mentions they are having symptoms during the call and wants advice. Where can I find the next steps in our SW? (Document name and step)
What is New Patient Scheduling, step 10? or Inbound Call Routing Grid, line 87?
Scenario: A Pt wants to schedule their appointment with Dr. Harris in Modesto. What are my next steps and which document are you looking at?
What is send a TE to the ACHD Admin pool and Cardiology Resource Guide?
Scenario: An outside clinician wants to speak to Dr. Ian Harris regarding a mutual patient. They said this is urgent. Which SW document should you refer to and provide me the cell number of the specific step you should be following
What is Cardiology Contact Routing Grid, cell E8?
Scenario: You run RTE and find the patient's insurance is non-contracted (not Medicare) with UCSF. Which SW document should you refer to?
What is New Patient Scheduling Exclusions?
Scenario: You are scheduling a new patient with contracted insurance who was a routine referral, but needs an auth. What should be your start date and which SW document are you referring to?
What is t+7 business days and Sufficient Scheduling Lead Times?
Scenario: A Pt has been approved to transfer his care from Dr. Ching in DBC to Dr. Watt in BOPC. Which appt visit type are you scheduling and where did you find this information?
What is New Patient and Cardiology Resource Guide?
Scenario: Patient wants more information about participating in a clinical trial. Which SW document and step should I follow?
What is Inbound Call Routing Grid, line 69?
[2 part answer] What do you do when you are transcribing and you cannot find the referring clinician in Apex?
What is transcribe using Provider Not In Dictionary and follow Apex Provider Not in Dictionary workflow?
Which document explains/lists when to use the "Outreach Attempts Complete" tag on an Active Request?
What is New Patient Definition of Outreach Attempts?
Scenario: An established EP patient is calling because their device is shocking them. What is the order of ring of defense for this patient?
What is Device RN > EP RN > Urgent CHT?