Call Flow - Inbound - Details

Call Flow - Inbound - Details

Follow the below process when handling inbound calls.  

1. Use Approved Opening Statement:
   • "Thank you for calling Washington Radiology. This is [agent name]. How may I assist you?"
2. Verify and Update Patient Demographics [HIPAA]
   Note: Before creating a new MRN, search by DOB, Name, and Phone Number in Merge.
   • First and Last Name (Check all options for hyphenated names)
   • DOB
   •  Confirm no changes to contact information
     • Home Address
     • Email Address (request if not on file)
     • Phone Number(s)
   • Additional:
     • Insurance Information
       • Carrier name, Policy number, Group number
     • Referring Physician
     • Verify address (at minimum a portion of address)
3. Confirm if Patient has Order and Ask "What is listed on the order?"
   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.
     • "Your physician's preference is to have an order for this exam. Please call them directly to get the order before your appointment."
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 timeframe 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 the Exam Type(s)
   • Verbally provide Date and Time of appointment
   • Verbally provide the  Appointment Location name and offer the Address
   • All Prep Instructions (must provide on initial schedule, ok to offer on reschedule)
     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.
   • Offer Further Assistance
   • Example of Approved Closing Statement:
     • "This is to confirm your (EXAM TYPE) appointment on (DATE) at (TIME) at the (CENTER NAME) location; would you like the address to that location? [PROVIDE PREP INSTRUCTIONS FOR EXAMS THAT REQUIRE PREP]. Please arrive 15 minutes early for check-in. Be sure to bring your photo ID, insurance card and physician order with you (IF PATIENT BRINGING ORDER). We do advise you to take a picture of the order using your phone as well. [If the patient asks why, please explain to them; "This allows you to have a copy of it in your phone in case you forget to bring your order to your appointment. Doing so will prevent the need to reschedule or cancel your appointment.") Is there anything I can assist you with? Thank you for calling Washington Radiology, have a great day!"

REMINDERS:

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

EDITED: 02/05/2024