Established WQ Work Flow

Question 1

If 0 Calls

Answer 1

-Make sure AR is filled out entirely including: Request Notes, Appointment Notes, Provider
-Make sure all order are in
-Make sure provider has availability
-If so, defer for 3 business days
—Defer for WELL Call, T+3 on Monday & Tuesday or T+5 Wednesday-Friday, Comment should say Return sent to WELL, Once deferred, go to the deferred tab and transfer the AR to WELL, UWH AUTOMATED CONTACT - MANUAL TRANSFER, Comment should say Return sent to WELL
-If not, Request Triage via the AR and add in the appropriate comments/requests
-If no, due to templates not be available: Defer AR for Templates Not Available, M+ (3 month prior to due date) (LIKE m+3, m+6, m+21), Comment should say Due Month Year

Question 2

If 1 Failed Call

Answer 2

-Live call the patient; if no answer, document via New Call and defer 2 business days to call again.
—New Call Comment=”LVM to return call for scheduling”
—Deferral Comment=Auto contact failed; please live call patient once more and send for letter if no answer.

Question 3

If 1 Successful Call

Answer 3

-Live call the patient; if no answer, set Reminder Date for 3 business days and choose the appropriate Reminder Letter, then document via New Call
—New Call Comment=LVM to return call for scheduling.

Question 4

If 2 of More Calls

Answer 4

-Read the Request History to determine why.
-This could be because the first auto-contact failed, or it could be because the AR was reinstated.