Calls
What is the most important step to take during phone calls?
Verifying Patients Identity ( Slide 8 )
True or False : Georgia Medicaid Requires a referral?
True ( Slide 20 )
If a Referring provider or Primary Care Provider is not listed on athena, what needs to be included on your patient case?
• The doctor that needs to be added. Referring or PCP (Specify).
• NPI number for that doctor.
• Phone number.
• Fax number.
• Address.
• What type of physician they are.
• Appointment date & time (if applicable).
( Slide 26 )
Name an Appointment type.
1. NPC
2.F/U
3.Urgent
4.NNN
( Slide 18 & 19 )
How early do you need to arrive for your appointment?
10 to 15 Minutes early. ( Slide 18 )
What should you say when leaving a voicemail?
Hi, I'm calling with the Center for Pain and I'm trying to reach (patient full name). We received a referral from (ref doc name or name of referring office) to get you in for pain management and I would like to verify some information to get you scheduled. Please give us a call back at 334-288-7808 and press the option for New Patient Scheduling. ( Slide 8 )
When you see a 9 or a 10 to start the chart number, which step should come next?
Check the Archives. ( Slide 21 )
What determines a New-Not-New Patient?
A 3-year gap between now and the previous visit.
( Slide 21 )
What is a quick way to find the closest office to the patient?
address, city, state, or zip code. ( Slide 6 )
What department do we Schedule out of?
Alabama CBO ( Slide 12 )
When calls are ending how should you close them out?
“Is there anything else I can help with? Or “Do you have anymore questions or concerns?”, until they say no. ( Slide 7 )
How do you search for a chart in athena?
Using the patients DOB ( Slide 10 )
What insurances require authorization?
BCBS of AL – RR with the prefix BEG/NDJ/BGL/BLG and some PGX
Tricare East Prime
Optum VA (Veterans Affairs)
Workers Comp
United healthcare Medicare Advantage Plans
( Slide 14 )
What are APC days?
No doctors are in office. ( Slide 24 )
After scheduling the appointment, what two fields do you need to update to match the appointment?
Usual provider and Primary Department ( Slide 25 )
IF a PT has an OON insurance how do we respond?
Once verified inform them about the Financial Waiver. ( Slide 15 )
When a patient has an Out of Network Insurance how do we mark the chart?
Note alert box that they must sign a financial waiver ( Slide 11 & 15 )
Can you schedule a new patient in a legal case?
No, Please send cases for MVA to Michelle Fefelov and WC to Jane Foreman or Christopher Palmer for approval.
( Slide 27 )
Which office does a patient not need to stick with the same provider?
Troy. ( Slide 24 )
If a person had an out of state BCBS plan, how do you determine if they are in or out of network?
Ask them to check the back of their insurance card for where to file claims. ( Slide 16 )
If Imaging is not readily available, how many years do we need for review?
Less than 4. ( Slide 8 )
How many charts should a patient have?
Only one. ( Slide 10 )
When we connect with a patient, what do we NEED to finish registration?
1.All yellow field information
2.emergency contact information
3.patient’s preferred pharmacy
( Slide 11 )
Which Dr only wants his New-Not-New Patients scheduled as a New Patient.
Dr. Bradley Katz ( Slide 21 )
When a patient is coming to us under charity care, how do we add the insurance policy?
Look under Case policies to find the insurance package - Use SSN or DOB for the member ID when adding the policy.
( Slide 17 )