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 ) * In Office - 2hrs prior in visit * Virtual - 1hr prior 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 * Time frame ~ within the day or by tom 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 * Total Free and Free PSA *Total and Free Testosterone *Urine Cultures * CBC and PSA Hyb (TUA only) *Post-Van Semen Analysis 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