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UUG Info

Patient Number : 18838600 / Test Princess / 01/01/1970 Patient # : 27402750 Myles Test // 06/26/1980 1200 W Cheyenne Dr Chandler AZ 85224

3yrs is still establish in UUG more than 3yrs should be " New Patient "

PAC - Patient Assistance Center APP - Advance Practice Provider PA- Physician Assistant NP - Nurse Practitioner MD - Medical Doctor EP - already seen the doctor ( Establish Patient ) NP - New Patient

Thankyou for calling Arizona urology specialist , this is Rae Can i have your name please? New Patient Chart Needed : Address , Primary Phone number , sex , DOB , active Email , Doc want to see , Referral doc , Primary Care Physician (optional)

Insurance Info : ID Number & Group Number

SCHED DEPT & LOCATION : COLORADO POD A > OCO St Anthony Office // CO Office Foothills Urology POD B > OCO Boulder Office // CO Office Alpine Urology POD C > OCO Aurora Office // CO Office Advanced Urology TUCSON & PHOENIX POD A > OAZ MESA // AZ Office Arizona Urology POD B > OAZ Arrowhead Office // Office Arizona Urology POD C > OAZ Perimeter Office // AZ Office Arizona Urology

CHESAPEAKE Pod A~F & H > MD Office Chesapeake Urology Pod G > MD Office urological Consultants Pod I > MD Office Peninsula Urology

APPOINTMENT : Same Day / Next day add on ( KEONA )

2 Questions need to ask ! Reason for the cancellation & If she wants to reschedule

BUMP When the office cancel the appointment

safe to resched due to doc did the cancellation , as long as its establish (in pm)

if late : get the info and comment bumped by : if not : comment cancel by doc :

TELEHEALTH ( Virtual ) Wrap Up Spiel :
Holy 4 > Time ,Date, Loc, Doctor & and they will rvc a link for the pre-visit instruction , 20min before the appointment

We Can't Schedule telehealth Appointment : Testicular Pain Epididymitis Injection Elevated PSA PTNS Catheter Changes

2Types of Criteria: Urgent & Non Urgent

New Patient > New Doctor Wait List APP's Virtual visit

Establish > APP's Virtual Visit WAit List Send Msg

Keona Holy 4 > *Best phone number to callback *is it okay to leave Voicemail *Let them know that they will rvc a call from a blocked number or unknown number

If the patient ask why it camae from block or unknown number just simply says some of the office staffs is working at home or using their personal phone number

ULTRASOUND APPOINTMENT IS ONLY FOR ESTABLISH

Ultrasound should schedule 30min prior comment : USR ( Ultrasound Renal)

Comment ( visit) : 1 month follow up / USR Prior

4 Test Result we can rely to patience : *PSA > Only number can be provided ~ Keona *Testosterone > Number can be provided *Urine Cultures *Post-Vas Semen Analysis

Tennesse

LAB & RADIOLOGY

Radiology/ Imaging Result > KUB , MRI , CT Scan , X-ray , Ultrasound , Bladder Scan

Sending Result via Fax or Patient Portal

Medical Record ( Keona) ( Result) if the patient want us to sent via fax , patient portal Paperwork Request ( Keona) ( Result ) office pickup / Mailed Lab & Radiology ( Keona) All Orders

MEDICOPY > THE TEAM WHO HANDLES THE RESULT

Patient want to sent to PCP > Order needed in Keona

PM : Resource > Assistant Medical Appt Type > Lab

Uncheck the box in MRI > 2nd box check

VALIDITY OF THE RESULT : Order > 1 year Result > 6months

HIPPA ~ CHECK JOBAID HIPPA POLICIES & PROCEDURES

NO WEB ACCOUNT MEANS NO PATIENT PORTAL

PATIENT PORTAL > Print Icon > Send > SENDING LINK >demographic > Pencil icon > notes > Portal Invite send > date today > CONFIRM THE EMAIL ADDRESS > WITHIN 24HRS

If the patient calling about problem of the portal , we cant assist but we can document it in keona > Self Service Troubleshooting

Extension ~ click a pod and right side you can see POC & STAFF EXT LIST

INJECTION confirm > all injection except provenge Provenge Confirmation > contact infusion center New Patient > should be having a consultation first > Call 1400 if the new patient cant urinate

Schedule> Reschedule>Cancel = Testosterone

New Patient & EST > can cancel and no fee if its injection

Keona : for injection General Patient Update > cancel no resche send to admin poc

if scheduling injection (pm) , no need koena

For nursing home calls , you need to do 2 encounter ( Keona) ~ APPT REQ - NP ( Nursing home ) and Remote Fax & Mailing

~Attempt to call admin if cannot be reach message them ~

URO APPOINTMENT TYPE

Keona ( appt req (non urgent ) Scehdule/ Reschedule if cancel (keona) FYI- General (urodynamics & Urolift(procedures (keona) cant be cancel ) Establish patient only

We only can schedule UROFLOW the rest is from the office or sending message

PEDIARATIC PATIENT

Keona > for new patient > scheduling - pedia pt question > for establish > general question - follow up

Send a message to surgical POC / IV Hopsital

CUA PEDIA DOCTORS : Dr .Jaskulsky Dr. Masterson Dr. Vora Dr.Kern

STATE / GOVERMENT INSURANCE : Medicare Priority Partners Medicaid ( assistance) United Healthcare Community Plan Marlyand Physician Care University of Maryland Health Partners Medstar Family Choice Carefirst Community Plan

New Patient / Pedia > uncheck the "Patient is Guarantor > in the insurance part ask for the subs info

State insurance > the patient is the subscriber so check the subs button > Patient Rs : Self Private Insurance > the guarantor is the subs so check the subs button > Patient Rs : Child

UTI SCHEDULING

New Patient > Only Virtual Appoitment ( should schced in Keona ) *Sched Telehealth Vistual Visit & Sched UTI (New Patient ) ~ just sumbit encounter & close and caredesk

No Pm only Keona schedule

if there's avail virtual , ask if what she prefer virtual or on clinic Declined UTI Virtual> UTI New Patient only

PM : Resource > the doc name Appt Type >Est Pt 15min Comment :>UTI COnsult

Establish Patient > Lab Appointment (Pm) & Virtual (keona : telehealth virtual visit )

PM : Resource > Assistant Medical Appt Type > Lab Comment :>UC & UA

For UTI Clinic after 4hrs onwards scehdule for Virtual

Non UTI (pm) in Office > 1 Appointment Regular Scheduling , Comment UTI Consulation , UC UA prior , name of the doc

RETURN CALL :

Keona : Returned call

If the patient ask why it came from block or unknown number just simply says some of the office staffs is working at home or using their personal phone number

LANGUAGE

Put New Patient 15min first then opentimes check the availability once you got a date , go back and change to New patient 30min language and usebook and schedule

New Patient USE : PM Appt type : New Patient 30 min language ( OV/NP ) Add Note : Interpreter needed (specify the needed langauge)

Keona Langauage App ( In office/ In Person ) Admin POC of the doctor

If Cancel (2 Keona) Genral Patient Update > Cancel No reschedule FYI - Genral

If Reschedule Only FYI - General

If Late Keona > Patient running late Message Admin POC of the doc

No keona if the patient use the tab ( AMN ) in office but put note in the pm

Establish Patient

Keona : Language Appt
InPerson/ In Office > Interpreter should be notice 5 days prior on the appointment . If there is a family member who can translate make sure its a medical professional

PROCEDURE

If Local Procedure we can Confirm ( Holy 4 ) and tell be there 30min prior and do not click confirm in PM just leave it as is

Establish : We cant schedule , but send message to keona ( Procedure) New Patient : Need to be Consult first

if the patient is unsure on the procedure check clinical module

ESCALATION

When pt didnt receive a call from the officemore than the timeframe > keona encounter : Escalation >

within the timeframe ~re open : add comment : pt didnt receive a call from the office , plese callback ( ask the updated pohone number )

PROVIDER (NON-HOSPITAL)

If the pt's pcp or referring doc want to speak to our provider ( UUG Doctor)

MEDICATION

1yr want to have refill > cant garantee to send a refil but we need to sched for consultaion

CATHETER "is this the first time thatyou have had a catheter places due to urine retention ?" if no NP & EP - 2weeks appt ( morning ) - urine retention

if no EP - send msg to POC stating that patient require catheter removal

catheter removal -it should be sched before 10am

Types of catheter :

Foley Catheter

(PM) Appt type EPT 15min comment : foley cath change

Insertion - cant sched but if the pt calls w/ symptoms , attempt to call Clinical POC for direct scheduling , if no answer call hotphone Change - we can sched , all appt should be sched using Establish Patient Removal - we can sched but it should be before 10am so that the patient has time to go back if theres need to adjust

Suprapubic Catheter ( SUrgical / procedure)

(PM) Appt type EPT 15min comment : suprapubic cath removal KEONA : Procedure

Insertion - cant sched , send msg using " Appt-Request -EP (surgical/procedure) submit surgical POC (KEONA) change - can sched removal - cant sched send msg " Appt-Request -EP (surgical/procedure) submit surgical POC

Nephrostomy Catheter

Insertion - cant sched , send msg using " Appt-Request -EP (surgical/procedure) submit surgical POC (KEONA) change - cant sched send msg " Appt-Request -EP (surgical/procedure) submit surgical POC removal - cant sched send msg " Appt-Request -EP (surgical/procedure) submit surgical POC

Transfer Provider If the doctor died or no longer working in UUG - we can allowed to change the doctor in PM and dont submit encounter in KEONA

If the Doctor want the patient to see another doctorno need to keona for transfer provider comment : 1month follow up refered by : -----

If the Patient insist to see another doctor use transfer provider in KEONA Force Scehdule EP to NP Slot

CANCER

HOSPITAL CONSULT

Make sure the caller is a hospital staff and the patient should be in the hospital

KEONA ( Hospital Consult ) 1202 Consult Line no need to save

No need to create chart for NP just take note caller's name , hospital , pt name , pt dob or pt id number , reason of the call transfer in 1202

Establish Patient Hospital

Pt is consider as EP if the pt is already seen by our doc and was told to have sched with us

appt type : EP hospital 15min

if we schedule the Pt to : APPs slot with EP Slot with the doctor is NP slot

NP : if no schedule for follow up in 2weeks sched send msg (Appt Req -EP non urgent )

Infertility

appt type : New infertilty 15min > open times > new infertility/NP slot > comment : Infertility consult

sharma , mendez, fenig , masterson

POST OP SYMPTOMS

Keona : Procedure we can schedule but it should be comsulation not other procedure comment : 2weeks post op

If 2/3weeks beyond use appt req - post op (KEONA)

Appt type : EP 15 min if the appoint is beyond global period if within we should use Post OP comment : 2weeks post op follow up