CRM Path
This CRM is used when a patient is seen at a hospital or ER/ED...
Scheduling>Established Patient>Hospital Follow Up
How many days are you allowed to attach to a historical encounter?
7 days
What tab do you look at to see if a medication has been sent to the pharmacy?
Meds Tab.
What button on the appointment desk do we NOT use unless a lead, supervisor or manager asks us to?
Change Appointment
What do we always change when we are in Book It?
Department
Used when you have a frustrated caller....
Patient Communication to Clinic>Frustrated Caller/Complaints
Where besides demographics can we find the patient home address and phone number?
Hover over the patient's name on the left storyboard.
What tab do you look at to know if an A1C test has been ordered?
Lab Tab.
Name two tabs you would find on the appointment desk.
Future, Past, Referrals, Active Requests and Finalized Requests.
What knowledge job aid can we use to assist when adding notes in Book It?
Standard Visit Types and Appointment Notes
Used when a patient is calling in for information about their appointment / location and scheduling is not needed...
General>Appointment Location Details
Which tab do we move to rarely used on the Call Hub?
Quick Appointments tab
Where do you go to edit a TE to fix the routing pool if entered wrong in your CRM?
Encounters tab and right click to Edit or Addend that TE.
Where can we find open orders that the PCP put in for the patient?
Open Orders
If you want to jump ahead in the calendar 6 months to book an appointment, What formula do you use in the date field?
M+6
Used when a healthcare professional is calling in with Critical Results.
Provider Communication to Clinic>Critical Results
What section do we look at on the Call Hub to send a MyChart activation?
Other Needs (Red column)
What are CRM's called once they have been routed to the clinic pool?
Telephone Encounters a.k.a TE's.
Where would you find the scheduling button for a FLP / Follow up appointment?
Active Requests Tab on appointment desk and click the Schedule button in bottom left corner.
What is on the second screen after you click the schedule button once you have selected the date and time?
Guarantor and Insurance information
Used when a patient needs to be scheduled for a follow up and a follow up order has been placed
FLP Active Requests
How do you get to registration from the Call Hub?
Open a CRM, click the three dots circle and click registration.
Where would you find pictures that a patient has sent over via MyMercy?
Look at the Media Tab.
Where can we add an appointment to the wait list?
You can either right click over the appointment and select Add Appointment to Wait List or click the button at the bottom of the screen that says Add Appointment to Wait List.
Where do you find the PC Care Team in Book It?
In Book It, click on Add a Provider, then click the PCP button to add the Provider, then hover over the PCP's name and click the PC Care Team button to see your options.