Agent Workflows

Adding or Updating Physician Information Process Follow the below process when a physician needs to be added into Merge or the infromation listed in Merge needs to be updated.   1. Pull up physician in Merge 2.  Fill out th...

Call Flow - Inbound - Checklist Follow the below process when handling inbound calls.   Use Approved Opening Statement Note: Listed in Noble Verify and Update Patient Demographics Confirm if Patient has Order and Ask "What is listed ...

Call Flow - Inbound - Details Follow the below process when handling inbound calls.   Use Approved Opening Statement: "Thank you for calling Washington Radiology. This is [agent name]. How may I assist you?" Verify and Update Patient D...

Patient Late Process Follow the below process when a patient calls the Contact Center and advises they are running late to their appointment.   1. Pull up patient in Merge 2. Confirm location the exam is scheduled at as well as the appoint...

Physician Requires Order for Screening Note: Washington Radiology does not require an order for an Annual Routine Screening Mammogram. There are some referring physician's who require patients to have an order for screening prior to ha...

Required Verification Via Phone TWO ITEMS must be verified BEFORE providing information! Each item counts as 1: First and Last Name Date of Birth Phone Number Address Email Address If any information i...