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...

Do Not Contact (DNC) Process Follow the below process if someone requests to be added to the Do Not Contact list due to the patient being deceased, moving out of state, etc. From the Schedule Tab , search for and select patient i...

Merge - Cancel Exam  The purpose of this document is to provide instructions for canceling an exam through the Merge RIS system. Search for and select patient in Merge Start on the Schedule Tab: Select/highlight the appointment t...

Merge Document Management: User Set up and Preferences Merge Document Management Start Up Settings: Access: To launch the MDM application, users should select the Document Management icon from their desktop. If prompted with th...

Merge Document Management (MDM) User Guide MDM is designed to capture, import, store, categorize and manage documents. It is integrated with the Merge RIS application and documents are stored within the MDM application. MDM can also receive i...

Merge - Duplicate Email Address How to handle adding an email address to Merge that is already listed on another patients MRN On the duplicate email alert, click "ok" Using the space bar, add 1 space BEFORE the email address in th...

Merge - Exam Type Cleanup   Breast Exam Types and Codes are being updated and consolidated down to a smaller list of options. The goal is to create efficiency and accuracy along with reducing the number of options available when scheduling...

Merge - How to Add/Remove Flag How to add or remove a flag to a patient in Merge RIS Pull up patient in Merge RIS From the Schedule Tab, double-click on the accession that you will be adding the flag to From the Patient Fil...

Merge - Appointment Reason Entering the reason for the exam ensures that the patient is scheduled correctly. This is a required step when scheduling. Note: Reason for exam should never equal the exam type.  Screening Mammogram Reaso...

Merge - Reschedule Exam  The purpose of this document is to provide instructions for rescheduling an exam through the Merge RIS system. Search for and select patient in Merge Start on the Schedule Tab: Select/highlight the appoin...

Merge - Schedule Exam  The purpose of this document is to provide instructions for scheduling a single exam through the Merge RIS system. Search for and select patient in Merge Start on the Schedule Tab: Complete the following fi...

Merge - Schedule from Order  The purpose of this document is to provide instructions for scheduling an ordered exam through the Merge RIS system. From the Schedule Tab, search for and select patient in Merge Select/highlight the Order...

Multiple MRNs Merge Process Follow the below process when a patient has more than 1 MRNs that need to be merged together.   1. Pull up patient MRNsn Merge 2.  Fill out the email template (See Email Template Job Aid) 3....

OnBase - Login and Access Files   The purpose of this document is to provide instructions for accessing and using the Onbase System. 1. To login, click on icon for OnBase 2. Login using personalized UserName and Password 3. OnBase...

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...