1) Pt returning a call, no notes in dash, what do you do? a) Create a task in Leading Reach b) Call the Red Phone c) Place front desk phone message d) Tell pt you don't know why they got a call 2) What information needs to be added to PM for Medications? a) Meds b) Meds, neighbors phone number, internal/external c) Meds, conf delivery address, phone, or pick up in office d) CMeds, conf ph, external pharmacy info, 48hr turnaround time 3) Patient calling for Transportation to a specialist appt, what should we check for? a) Is there an order/Auth on LR b) Tell pt to call insurance c) What time the appt is d) Schedule trans 4) Patient calls, requesting to see a specialist, no current order in chart, what info should you ask Patient for? a) Specialist, Reason, pain level b) Place clinical PM, Specialty, reason, appt date, (if they have one), Dr information (NPI) c) Place Front desk PM for call back d) Verify insurance, task in LR, Send PM 5) Patient calls in requesting PCP switch, what do we do? a) Ask which PCP they want to see b) Inform pt they need to stay with current PCP for 6mos c) Empathize with Pt, place FD for Center assistance d) Schedule the appt 6) Patient is in Specialty office, they need Authorization to be seen, what should you do? a) Send glip to TM chat b) Tell pt, they will get a call when auth is ready c) Tell pt to reschedule d) Follow Tier 2 escalation chart, call or Glip CC, escalate to Referral Chat 7) Where do you go to find Authorizations? a) Orders b) My Facesheet c) Patient Note d) Leading Reach 8) What are the 4 PIN questions? a) What are you feeling, how long has this been going on, are you feeling it now, Are you feeling anything esle? b) What are you feeling, Are you feeling anything now, did you take anything, name of meds? c) What are you feeling, what's the pain level, have you gone to ER, are you alone? d) How long have you felt pain, what day is it, have you called insurance, pain level? 9) Patient calls not feeling well, wants to come in as a walk in, what is the process? a) Tell pt to come in b) Ask PIN questions, call Red phone, have pt come in c) Schedule pt for next day d) Place PM for Front desk 10) You get a call to report Deceased patient, what is the protocol? a) Empathize, tell them to call back tomorrow b) Escalate to TM chat c) Place clinical PM, provide center fax number, callers call back number d) Thank them for being a part of Chen Family! 11) Where can you find the Tier 2 escalation chart? a) In dash b) My facesheet c) In Leading Reach d) Center Directory 12) Insurance company calls to schedule for Annual Wellness visit, what do you do? a) Call Front desk b) Place clinical PM for team to schedule patient c) Place task in LR d) Set an appt 13) What is the Chen Core Values?  a) Love and Growth b) Passion, Love and Growth c) Love, Accountability, Passion and Growth d) Accountability, Passion, Growth

How well do you know the SOP's??

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