1. Example process for managing incoming calls
PA R
Front desk staff RN
MA or Pool
Records
New or return call?
NEW
Begin appropriate standard message within a Telephone Encounter and forward to appropriate team member
Incoming call
Route to available RN or physician immediately
RETURN
YES
Document that patient returned call and best time to contact
Look for open Telephone or Result Encounter
Care team member available?
Urgent or emergent? NO NO
YES
Identify/verify which care team member the call is for
IM/Route to appropriate team member and transfer call
Symptom-based that is not urgent or emergent
Questions regarding a medication that is not a refill
Results not addressed yet by physician or RN
Diabetes education with RN follow-up
Questions about FMLA, disability forms
Requesting a new referral
Nursing home / assisted living requesting orders or providing an update
Address needs and close the encounter
Refill request
Questions about a recent* office visit
Symptoms not improving after recent* visit
Immunization questions
Requesting a referral based on a recent* office visit
Requesting letter regarding a recent* office visit and restrictions
Office visit follow-up
Immunization record request
*Within the last two weeks.
Terminal point
Process
Document
Decision
Example provided courtesy of Bellin Health