Outbound Orders Call Flow

• Group 102 in Noble for Outbound Order
• A new call will come in as a "Preview". This will allow you time to review the patient account to determine if a call to the patient is necessary.
  • Noble will show the patient's name, patient phone number and DOB.
  • Disregard the MRN number, this will not be valid to what is listed in Merge.
    
• Research the Patient History and Order details.
  • Examples of what to look for in their history (not limited to the list below)
    • Is patient already scheduled for the exam?
    • Has patient had the exam recently?
    • How old is the patient?
    • What is the reason for the order?
    • Is there more than 1 order for the exact same exam?
    • What does the last report say?
    • READ ALL NOTES in Merge!
  • Do NOT call on orders for:
    • Biopsy, MRI or Dr. Allison Patients/Orders
    • Instead, send an email to the necessary Center Contacts
      • Email Template:
        • Subject: Electronic Order Received [ENCRYPT]
        • Body of email:
          • Patient Name:
          • MRN/Jacket Number:
          • DOB:
          • Exam:
• If a call is needed, you will press "Dial Call" in the toolbar on Noble.
  • Noble will begin to call the phone number listed.
  • The opening script will show in Noble.
  • If patient answers, press "YES".
  • The remaining opening script will then show in Noble.
    
  • If someone else answers and the patient is not available, press "NO".
  • The remaining opening script will then show in Noble.
    
  • If the call is sent to voicemail, press the "Voice Mail" box.
  • Leave voicemail with the script shown in Noble.
    
• If a call is NOT needed, you will press the red "SKIP" button.
  • Once pressed, the button will turn green.
    
  • To move to the next patient, you will then press "Skip Call" in the toolbar on Noble.
    

Summary:

• Review patient account in Merge.
• Determine if a call is needed or not.
• If call is needed, press Dial Call on the toolbar and follow the Opening Script.
  • No answer, select Voice Mail box and follow the voice mail script.
• If call is not needed, press the red SKIP button.
  • Then press Skip Call on the toolbar.
• Document notes on Patient File.

Updated: 10/28/2022