Telephone Encounters

Question 1

If a patient is called to schedule, and an appointment is scheduled, but the patient mentions they are having symptoms they would like to discuss with a member of clinical staff, a telephone encounter would be opened.

Answer 1

-If symptoms are urgent, please also attempt to bring a nurse on the line.
-The provider will whoever the patient is established with. The department code is 16013.
-In Call Intake, you must fill out Contacts, Reason for Call, and Notes. Notes need to be as concise as possible. Use “.initials” to sign the Notes.
-This would be routed to P MER PUL CLINICAL ALL

Question 2

If an AR has already had triage accepted, it cannot be requested a second time. If additional information is needed from clinical, a telephone encounter would need to be opened.

Answer 2

-The provider will be whoever the patient is established with. The department code is 16013.
-As no call has been made, the Contacts section does not yet need to be filled out; however, you must choose the most appropriate option for the Reason for Call and add in detailed Notes in the sidebar. Use .initials to sign the Notes.
-This would be routed to P MER PUL CLINICAL ALL

Question 3

If you call a patient for scheduling without an AR and need to leave a message, a telephone encounter would need to be opened.

Answer 3

-Provider, RN, or MA come to the desk and ask for help in rescheduling a patient to an earlier date because the provider would like to see them soon than already scheduled. We don’t want to cancel the current visit in case we cannot reach the patient for the reschedule.
-The provider will be whoever the patient is scheduled to see and the department code is 16013.
-In Call Intake, you must fill out Contacts, Reason for Call, and Notes. Notes need to be as specific and as concise as possible. Use .initials to sign the Notes.
-This would be routed to P MER PUL SCHEDULERS

Question 4

If you submit a PA, you must open a telephone encounter for documentation and tracking purposes.

Answer 4

-The provider will be whoever the patient is established with. The department code is 16013.
-As no call has been made, the Contacts section does not yet need to be filled out; however, you must select a Reason for Call (Coordination of Care) and use “.pulmpriorauth” in the Notes. Fill out the entire smartphrase. Use “.initials” to sign the Notes.
-This would be routed to P MER PUL SCHEDULERS

Question 5

If you fax orders/referrals, you must open a telephone encounter for documentation and tracking purposes.

Answer 5

-The provider will be whoever the patient is established with. The department code is 16013.
-As no call has been made, the Contacts section does not yet need to be filled out; however, you must select a Reason for Call (Coordination of Care) and use “.pulmfaxfollow” in the Notes. Fill out the entire smartphrase. Use “.initials” to sign the Notes.
-This would be routed to P MER PUL SCHEDULERS