Slim Shady

Question 1

Advanced Practice Provider (APP):

Answer 1

Term used to indicate scheduling with a Nurse Practitioner, Physician Assistant or Midwife.

Question 2

Appointment Notes:

Answer 2

This is where you document what the patient is being seen for, if the patient is being
referred, if there was any imaging completed and possibly the insurance depending on the clinic. You can
double click on the Appointment Notes section to make any changes.

Question 3

Close Encounter:

Answer 3

When you have completed an action in the telephone encounter, you can close the encounter if there is no further work to be done and was only about scheduling. Or you can send it to clinical staff so that they can mark that it has been completed.

Question 4

Decision Tree:

Answer 4

Is the matrix or tool that is used in Health Link for those specialties that have gone through Specialty Care Redesign (SCR) to determine if a new patient or an established patient can be scheduled or if it needs to be sent to clinical staff to review first.

Question 5

Department of Corrections (DOC)

Answer 5

Facility where offenders reside. They can come and be seen in a Secure Clinic at University Hospital.

Question 6

Deductible:

Answer 6

The amount you pay for covered health services before your insurance plan starts to pay. Deductible “reset to zero” each year. Family plans have individual deductibles and family deductibles. – Health Insurance Terminology WBT.

Question 7

eCheck-in/Pre-registration:

Answer 7

A process that allows patients the ability to complete pre-arrival steps up to 6 days prior to their appointment via MyChart. Patients can view and update demographics, review account information, request updates to their insurance and pay copays or outstanding balances.

Question 8

Financial Assistance Program:

Answer 8

Helps people who are unable to pay for the medical services they receive. For eligible patients, UW Health may reduce bills in part or in full. For more information please visit: Financial Assistance on UWHealth.org.

Question 9

Financial Responsibility Form (FRF):

Answer 9

Is a form that a patient/parent or guardian fills out stating that should insurance not cover the cost of the services that they will accept responsibility for the payment.

Question 10

Guarantor:

Answer 10

The person or entity legally responsible for the payment for healthcare services. Usually adults are their own guarantors. – Health Insurance Terminology WBT.

Question 11

HMO MA:

Answer 11

A type of patient insurance. HMO stands for health maintenance organization for example: Quartz, Dean, Anthem BCBS, Cigna, etc. MA stands for Medical Assistance. HMO MA means that a patient may have an insurance that is tied to their medical assistance. These types of insurances may require a Referral Request. Which is completed by a Scheduler when trying to schedule an appointment. Referral Request form is located on the bottom left hand side of your home page on Health Link.

Question 12

Imaging:

Answer 12

Refers to the medical radiographs taken of a patient. Examples: MRIs, CTs, X-rays, EMGs.

Question 13

In Basket:

Answer 13

Is a button located at the top of your Health Link where encounters, scheduling orders are sent for staff to follow up on with a plan of care or contact a patient to complete. For scheduling staff typical folders that can be found within In Basket are: MyChart Message, Patient Calls, Re: Patient (Not to chart), Staff Message, Workstation Order, Rx Response, My Open Encounters.

Question 14

Medical Records Number (MR or MRN)/Epic Number:

Answer 14

A number that is assigned to a patient to identify them in Health Link.

Question 15

NPI (National Provider Identifier):

Answer 15

“A unique 10-digit identification number issued to health care providers in the United States by the Centers for Medicare and Medicaid Services (CMS).” – Wikipedia.org. Scheduling staff can provider this number.

Question 16

Nurse Practitioner (NP):

Answer 16

“A registered nurse who holds a master’s or doctorate degree with specific advanced nursing education and training in the diagnosis and management of common and complex medical conditions. Nationally board certified and maintain continuing education throughout their careers.”

Question 17

Pacific Interpreters:

Answer 17

A phone service used by UW Health that has access to more than 10,000 trained and qualified interpreters in more than 240 languages.

Question 18

PACS (Picture Archive Communication Systems):

Answer 18

A way for clinical facilities to share images (CTs, MRIs, X-rays) electronically, so patients do not need to bring in flat films or bring in a CD with the images on them.

Question 19

Physician Assistant (PA):

Answer 19

“A physician assistant is an advanced practice provider licensed to provide medical care with the supervision of a physician Current physician assistant programs award a master’s degree. Training includes extensive clinical rotations focusing on medical models of care including surgical training and overall health and wellness, which prepare them to practice in a variety of settings.”

Question 20

Pools:

Answer 20

A group of staff members that relate to a medical specialty given a name in Health Link for encounters to be routed to them to act on.

Question 21

Prior Authorization:

Answer 21

A check run by insurance companies or third-party payers before they will agree to cover certain medical procedures, radiology exams and or medications. There could be many reasons that insurances require prior authorization such as age, medical necessity, generative alternative or checking for drug interactions. Non-emergent admissions and outpatient procedures (regardless of payor source) will be reviewed by Admissions to assure the appropriateness of hospitalization and level of care.

Question 22

Primary Care Provider (PCP):

Answer 22

Term to refer to Doctors, Physician Assistants and Nurse Practitioners.

Question 23

Quality Assurance:

Answer 23

Reviewing patient interactions to ensure a positive patient experience. The Quality Assurance team will work with scheduling staff to provide real-time feedback and support in order to uphold a high expectation for the patient experience.

Question 24

Recall List:

Answer 24

A list to remind Representatives and staff of patients who need appointments years out depending on department it can range from 1 year to 5 years or more. These appointments are not scheduled right away as a provider’s schedule is not created that far out.

Question 25

Referral Tab:

Answer 25

Located on the Appointment Desk, it shows both insurance referrals and consults to clinic from referring providers.

Question 26

Referrals:

Answer 26

When staff discuss referrals, they could be discussing it in two different ways.
o First, referral could mean a recommendation by a patient’s Primary Care Provider (PCP) or another provider that they are seen by another doctor often a specialist. Some clinic will not agree to see a patient unless a provider has made a recommendation.
o Second, referral could mean and Insurance referral. Approval from the patient’s health plan to render services

Question 27

SCR (Specialty Care Redesign):

Answer 27

The method that is being put forth by our Specialty Care Clinics and the Ambulatory Access teams. To provide a better experience for patients, staff, clinicians by transforming our delivery system in the following ways: Coordinated Care, Improve Access, High Quality Experience, Efficient Operations.

Question 28

Second Opinion:

Answer 28

When a patient or referring provider requests to get another opinion of a medical professional.

Question 29

Take:

Answer 29

Is used when working the In Basket on Health Link. It is when a staff member says that they are taking ownership of a New encounter that has been sent to the In Basket and working on it to call out to a patient. This lets everyone else know that it is being worked on or if there was a message left, or if we are waiting on a response on an HMO MA insurance referral or Community Care.

Question 30

Telephone Encounter:

Answer 30

Method of documentation used by staff to indicate they have received a call or message that will be sent to an In Basket that needs further action by clinical or clinical support staff. It can also be used when leaving a message for patients to return calls.