Call Flow - Inbound - Checklist - Spanish

Call Flow - Inbound - Details

Follow the below process when handling inbound calls.  

1. Use Approved Opening Statement
   "Gracias por llamar a Washington Radiology. Mi nombre es _____. Como le puedo asistir?”
   
   
   
2. Verify and Update Patient Demographics [HIPAA]
   Note: Before creating a new MRN, search by DOB, Name, and Phone Number in Merge.
   - Nombre y apellido (First and last name)
   - Fecha de nacimiento (Date of birth)
   - Direccion de casa (Home address)
   - Direccion de correo electronico (Email address)
   - Numero de telefono (Phone number)
   Additional:
   - Informacion del Seguro (Insurance Information)
   - Medico referente (Referring Physician)
   
   
   
3. Confirm if patient has Written Order and ask, "Que dice la orden de su medico?"
   Note: Advise caller to bring order to their exam.
   - Reminder: Pay attention to physician alerts. If physician requires an order for screening mammogram, advise caller of script.
   - "La preferencia de su medico es tener una orden para este examen. Llamelos directamente para obtener el pedido escrito antes de su cita.”
   
   
   
4. Review Patient History and Previous Reports
   - If there is an Ordered Exam in profile, do not create an additional accession. Schedule the Order
   - If exam is already scheduled, reschedule instead of creating additional accession
   - Screening Mammograms should be 1 full year after last screening mammogram date
   - Confirm recommendation on last reports
   
   
   
5. Validate Questions and Choose Appropriate Exam Types
   - Be sure to confirm each appropriate question with caller listed on questionnaire
   - Note: Do not select an answer that is not verbally confirmed with caller
   - Select all appropriate exam types based on appropriate probing questions as well as listed on the physician order
   
   
   
6. Discuss if Prior Films are Required
   Note: It is solely the patient’s responsibility to obtain the outside films and images for all exams and bring them to their appointment. [Excluding screening mammogram.] See Outside Films Job Aid.
   
   
   
7. Choose Location, Date, and Time
   - If scheduling multiple exams, please note the order of exam and required time-frame between exams.
   See Scheduling Multiple Exams Job Aid.
   - If adding on an exam to the same day, see Same Day Add-On Job Aid.
   - If patient or physician would like an earlier date/time that is not available, call center for assistance.
   - Do not force an exam into a time slot.
   - Only use open white slots. If needed, call center for approval.
   
   
   
8. Provide Closing Confirmation:
   - Verbally provide Appointment Location Address
   - Verbally provide Date and Time of appointment
   - All Prep Instructions
   Note: If prep is not displayed in Merge, confirm within the playbook what should be provided to the patient. It is important to provide prep instructions for every exam scheduled.
   - Approved Closing Statement
   ”Hay algo mas con que le puedo ayudar?" ... "Gracias por llamar a Washington Radiology. Tenga un buen dia."
   - Due to Coronavirus (COVID-19) Verbally advise caller of the following script when scheduling/rescheduling any appointment
   "Le pedimos que llame con anticipacion y analice la necesidad de reprogramar su cita si se presenta con sintomas de enfermedad de las vias respiratorias inferiores (como tos, falta de aliento o fiebre) antes de su cita"
   
   
   

REMINDERS:

• Enter all required and helpful notes in RIS
• Terminate, Choose Correct Status Code, and Resume in Noble

EDITED: 04/02/2020