Wrap Up Codes
A patient calls to ask what time the lab opens
No Wrap Up Needed
Patient is returning a call to a nurse
Epic Secure Chat
A patient is calling for a medication refill but also mentions they are having a hard time with their MyChart. How is this call handled?
Send the TE to the clinic for the medication refill. Offer to warm transfer the patient to MyChart support and ask if they would also like the phone number.
What are the two NFL teams that have played every Thanksgiving day since 1966
Detroit Lions and Dallas Cowboys
What is the company that is open November and December for a Turkey Talk-Line to answer questions about Turkey?
Butterball
Warm Transfer
Patient needs a Healthy Connections Referral or an approval to change to a video visit within 4 hours?
Epic Secure Chat-- For requests within 4 hours on the same day such as a healthy connections referral or appointment change those should be sent via Epic Secure Chat initially.
Patient calls for a wellness exam/WCC. How is this call handled if nothing is available within a reasonable timeline?
Book the patient in the first available appointment, offer to waitlist. If the patient declines to schedule, send a TE. (Up to 18 months, always send a TE if unable to schedule in appropriate timeline).
Which president decided that Thanksgiving would be observed on the last Thanksgiving of November?
Abraham Lincoln
How long can a turkey be stored in the freezer?
2 years if unopened
A patient schedules an appointment
Documentation- You are physically documenting something in the chart even if that is just a scheduled appointment so this should be under documentation
Patient calls in to check the status of a previously requested referral
TE-- The nurse will have to check in the chart for approval for the referral from the provider, if not able to find this approval, they will need to speak with the provider for approval.
How should a call be transferred 99% of the time?
Through a warm transfer, introduction, and a handoff.
When was the first Thanksgiving feast held?
November 1621
Which state produces the most cranberries?
Wisconsin
A patient calls to request a refill for a medication
Sent to Clinic/Clinical Staff
Patient called in the late afternoon to check on a medication request that was sent yesterday morning
TE-- nurses & providers have 72 hours to refill a medication, addend if TE was already sent
A patient is calling to schedule an imaging order. How is this call handled?
Select the green transfer button under the call scripting and WARM transfer (consult) over to the Outpatient Scheduling line. This will put them at one of the top slots in the line and not put them at the back of the line as it would if it was transferred normally. (This should be done for any connect department)
How many passengers were on the Mayflower?
102
What is the most disliked Thanksgiving Day dish?
Cranberry Sauce
Patient had a rash and wanted to speak with a nurse
Sent to Clinic/Clinical Staff (Triage)
Patient is calling to report readings such as blood glucose/blood pressure that the nurse asked the patient to call back for.
TE (clarifying first if the patient is having new or worsening symptoms --- if so, triage)
Patient calls with a red symptom and you are not receiving a response, either from the clinic or the triage line (based on the skill you support), what is the next step?
Peds & FM: If no response, reach out in Epic Secure Chat for direction from a nurse
Peds: HP TE sent prior to outreach
FM: HP Clinical Call sent prior to outreach
How long did the first Thanksgiving last?
3 days
According to the National Turkey Federation, roughly how many turkeys are consumed each Thanksgiving?
45-46 million