Verification
What two key identifiers must the agent collect before moving forward in any interaction?
Name, and DOB.
What is our No show/Late cancelation fee for a missed appointment?
$100
What is our cancelation, Policy?
48 Business Hours
True/False:
Front Office is only expected to check emails once a day?
False.
FO is to check to emails throughout the day.
What is the name of our newest gating system that assist in obtaining paperwork, collecting copayments, and checking the patients in?
Phreesia
What do we need on file to speak with someone other than the patient if they are 12–17 years old?
Verbal consent, A Release Of Information (ROI), or Legal Paperwork.
According to our policy, what is considered an excessive number of missed appointments?
Three missed appointments in a calendar year (over a 12-month rolling period.
True or False:
A patient automatically gets discharged from Mindpath Health after a policy violation?
False. The clinician will make the ultimate decision for any terminations.
What type of security needs to be added before sending a secure email?
[Encrypt]
Does Phreesia require non Medi-Cal patients to save a credit card on file?
Yes
What is included in the 5-step verification?
1. Name
2. DOB
3. Current address
4. Phone Number
5. Current insurance information
Will a Medi-Cal patient be charged a fee for a missed appointment?
No, It is illegal to charge a Medi-Cal patient.
True or False?
A patient should discuss a switch with their clinician if they wish to initiate a switch to be seen by a new clinician?
True
If a patient requests a switch, FO staff should advise any patient that it is best to discuss a switch with the treating clinician. If the patient does not want to discuss this with the treating clinician, FO notifies the treating clinician through the EHR
True or False:
If a patient emails in requesting a refill on medication, FO should send this to the clinician without speaking verbally with the patient first?
False
If a patient emails the Front Office Staff requesting refill requests or an appointment, it is the Front Office Staff responsibility to call patient as these requests cannot be completed via email.
True or False? If an appointment needs to be rescheduled, we must first cancel the appointment in NextGen
True.