Onboarding - Call Center Rep I - Processes & Workflows Overview

Course

Completing Epic InBaskets

Please review the workflow below for working Epic Inbaskets

Inbasket Workflow

PLEASE NOTE:

Inbaskets should be worked in between calls
Take time to read messages and really understand what is being asked.
Only open the message you will be completing
- Ex: If a message is opened and you can't complete it at the moment, mark it as unread so it is "new" again.
If it is not a scheduling inbasket, ex: "please call patient to inform them their medication is at the pharmacy," route back to MA pool. Phone ops should ONLY complete scheduling requests.

Required

Incomplete

Completing Inbaskets Acknowledgment

Provide e-signature acknowledging that you have reviewed the processes for working Epic Inbaskets.

Voicemail Overview

Please review the workflow below for checking and working voicemails

Voicemail Workflow

PLEASE NOTE:

Voicemails should be worked in between calls, and checked at least every hour.
- Do not wait until the end of the day to do them all
- Stop working voicemails at 5:30 PM. (phones turn off at 5:45pm)
Listen to all voicemails
Check patient chart to confirm request has not been completed
- If completed - delete voicemail
- If not completed - call patient back.

Required

Incomplete

Voicemail Overview Acknowledgement

Provide e-signature acknowledging that you have reviewed the process for Voicemails.

Epic Telephone Encounters

Please review the workflow below for Epic Telephone Encounters

Telephone Encounters Workflow

IMPORTANT NOTE: Patients can read your notes, keep this in mind when documenting in an encounter

- Please check spelling/grammar/medical terminology.

Required

Incomplete

Epic Telephone Encounters Acknowledgement

Provide e-signature acknowledging that you have reviewed the Epic Telephone Encounters workflow.

Overview of Recalls

Please review the workflow below for running recalls

Recalls workflow

Delete recalls after 3 attempts
Other than WCC/HME/PAP, all recalls expire after 12 months of return date.

PLEASE NOTE:

Anytime you schedule an appt - look back at old recalls, delete old recalls, and schedule appts through those recalls if appropriate.
Work recalls in between calls
Cristina/Flor will provide recall lists

Required

Incomplete

Recalls Overview Acknowlegdement

Provide e-signature acknowledging that you have reviewed the process for running recalls.

Patient De-Escalation

Please review the workflows below regarding assisting difficult patients & de-escalation.

Patient De-Escalation

Reporting incidents

Additional Workflows

Please review these additional work flows

Acupuncture Workflow

RN Mental Health Triage Guide

awv worflow assingment

Death of Patient and Death Certificate Process

INS Physicals

Patient De-Escalation

Internal Tracking of Disclosures for Mandatory Reporting

Required

Incomplete

Additional Workflows Acknowledgement

Provide e-signature acknowledging that you have reviewed the additional workflows above.