Uncommon Crisis workflows
•What script should we say when acknowledging a call from a patient that says they have feelings of self harm or suicidal thoughts?
I’m glad you called, It’s very brave of you to seek help when you are feeling this way. In case we get disconnected, may I have your phone number?”
What is our Authenticated call Greeting?
Thank you for calling Sutter Health. My name is (state your name). Am I speaking with (Patient Name)?" Once Confirmed, "Thank you. I see you are calling for (Reason for call)."
"I would be happy to help you with that!"
Patient calls in and says left side of face is numb and drooping it doesn't look normal. Which Crisis symptom would we select for Triage?
Possible stroke/TIA
Patient calls regarding changes to their Medicare Advantage and has questions. What number do we transfer them to?
Blog: 916-854-0910.
Do we warm transfer or cold transfer to National Suicide and Crisis Line?
Warm Transfer to ext 988
Callers that are calling in behalf of a patient do they still need to be fully verified?
Yes
Ask for permission and give time duration
Is this a new onset of severe pain within the last 0-23 hours and ALSO getting worse. Do we Triage?
Yes
Where do we connect patient's to for GSF/SPMF Afterhours Only Clinics?
The Operator line
Mother states child swallowed toy batteries and is worried and wants advice. What scripting should we provide caller?
Provide scripting: “For this type of patient concern,
we are going to have you speak with the National Poison Control hotline. I will also inform your Doctor as well. Please stay on the line with me while I get Poison Control on the line.”
Call Poison Control – Warm Transfer to 1-415-643-3256 (Do NOT provide this number to caller)
What scripting do we use for Non- authenticated but has a reason for call listed:
Thank you for calling Sutter Health. My name is (state your name). I see you're calling for "Reason for call".
How long do we have for excessive silence prefaced verse un-prefaced?
25 seconds Prefaced
15 seconds un-prefaced
Baby is 3 weeks old and won't latch for last 8 hours mother is concerned and wants advice. What pool do we route encounter to when transferring to the nurse for Fremont?
P PA FR MIL PEDS RN
When is the ONLY time agents should not be in context code 990098002 in Epic?
When procedure scheduling per the workflow instructions
When we warm transfer to Poison Control what scripting do we inform them?
“calling from a Central Location and you are initiating the call on the behalf of the patient who is located in Northern California”
How should we handle mis-transfer calls from Voice bot?
Review provided context before engaging with the caller, confirm details and continue assisting from where Sierra (Voice bot) left off.
When is appropriate to use "Other" for Wrap Up Code?
General questions, calls for other departments/offices, hang ups. Calls to update demographics.
Skull fractures, brain trauma, concussions, bleeding or swelling (goose egg), also include lacerations. Head injury within the last couple weeks AND is now having a change in their condition such as vomiting, headaches, pressure, vision change.
Which counties will be accepting the new SCAN Medicare advantage HMO in 2026?
Alameda, Placer, Sacramento, San Joaquin, Stanislaus, and Yolo counties
When patient makes a threatening statement, what action should agent take?
•CSA to keep caller on the line and alert Leadership of possible threat call via Teams chat
•CSA to gather as much information as possible from caller and keep leadership informed (Select appropriate Incident Report email link for guiding questions)
Sierra
What would be considered a correct "ACTION" on a Critical item when taking a call per the quality check list?
Following provider's preference page Special Notes or Following workflow instructions or Not routing encounter correctly
What actions do we need to take when creating a Call Hub for Emergent Crisis?
use .Emergent, enter "WT" in the section summary, Route to the default pool and Warm Transfer
Which insurances is GSD not accepting new patients per the OPEN and CLOSED roster?
Medicare and Medical