Front Desk
What do you do when a patient approaches and asks when their next appointment is?
Navigate to the patient hub to see next visit date.
What do you do when a patient has a high PHQ-9 score?
Inform the provider and send telephone encounter to Social Services.
Which style do you lock notes in?
Modern III style.
A patient is asking where they can get lab work done.
Clinical Pathology Laboratories only. Hand patient the CPL info sheet located at front desk.
A patient is asking to cancel and reschedule their appointment.
Cancel patient appointment from resource schedule. Send telephone encounter to Evelyn informing of patients request to reschedule.
What do you do when a patient presents for a lab f/u appointment but has not done their labs?
Proceed with appointment. Ask for update on health and address any concerns. Use appointment as means to refill medications if needed.
How do you view patient's past lab results?
Go to "Lab" section of top blue-ribbon tab. Select "cumulative report" to see all labs on file within specified time range.
You cannot explain lab results to patient. Inform patient they should ask the provider at next visit.
What do you do when a patient is asking about the status of their referral.
Navigate to patient hub and find “referral” tab to monitor status of outgoing referrals. If status is “open” then pt should be told to wait for call.
What do you do when a patient does not know which medications they are taking?
Guide them through their current medication list and inform them of what medications are used for in hopes that the patient can then recall.
Where should you notate who helped scribe for the appointment?
Under the "N/A" section of the treatment tab, in the treatment notes section.
Find and provide “How to Become New Patient” eligibility form. Refer to eligibility for any further questions.)
A patient is inquiring about a missing medication prescription. Pharmacy has instructed them to come to the front desk and place order.
Send telephone encounter to Dr. O’Hanlan informing him of the patient request for medication. Ex: Patient requesting refill on Lisinopril xx mg
What do you do when you're asked to do a urinalysis?
Enter lab and find laminated sheets with instructions in file holder. All materials in cabinet.
The provider has asked you to print out patient education. How is this done?
Go to the treatment tab and find the patient education section. Search for corresponding forms and add to basket and print.
Ensure the expiration date is after the appointment you are scheduling. If the expiration date is before the appointment, you cannot schedule it. Encourage patient to speak to eligibility about renewal process.
What do you do when a patient asks you to print their lab orders?
Navigate to Patient Hub select “Labs” from floating toolbar on lefthand side. See which date the labs were ordered. Exit and find “Progress Notes” section from Patient Hub pop-up. Find corresponding date. Select “Print” option from bottom buttons.
What point of care testing does VMSN offer?
Pregnancy tests, blood glucose, urine dips, EKGs.
How do you check a specific medication history?
Go to RX tab on top blue-ribbon tab, select medication tab, filter by specific medication.
What do you do when someone other than the patient is requesting information about the patient?
Navigate to "Info" section then "Contacts" section at bottom. If "y" in HIPAA then information is able to be shared, if "n" then information can not be shared.