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Questions and Answers
What should the guardian be reminded to bring to the assessment?
If a client has intellectual disabilities, what should the front desk office specialist inquire about?
Where should the completed referral form be placed if the client is not scheduled for an appointment?
What should you do if the OHCA spelling does not match what is in GoHealth?
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Where should you put the client's name when scheduling an intake appointment?
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What should you do if a client is a walk-in and needs to fill out the Inquiry/Referral form?
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What is the purpose of the ROI form mentioned in the workflow?
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Which of the following tasks is NOT part of the responsibilities listed in the workflow?
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When is a safety plan to be filled out?
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What should be the admission type changed to if the client is going to be discharged to inpatient/higher level of care?
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Study Notes
Front Desk Office Specialist Workflow
Inquiry/Referral – Phone/Walk-in Screening
- Inform clients that the legal guardian must be present with them for their intake appointment and signatures are required.
- Remind guardians to bring client's social security number, medication list, and any necessary information.
- Inquire about the client's level of function if they have intellectual disabilities.
- Schedule an appointment or have the client wait depending on the situation.
Post Referral Screening
- Complete the referral form and place it in a colored folder with a post-it note indicating the appointment date and time.
- If the client is not scheduled, put the completed form in the "waiting for call back" folder.
Client Arrival
- Have clients and guardians sign in and provide necessary information.
- Give clients a clipboard with a demographics sheet and medication list form to fill out.
- Provide clients with handbooks and have them sign in.
OHCA – Client Lookup
- Look up clients' eligibility using their social security number and date of birth on the OHCA website.
- Check for Medicaid eligibility and generate a client ID number.
GoHealth – Initial Intake
- Search for the client in GoHealth to see if they already have a chart.
- Add the client to the queue if they are new.
- Fill out the client information form using the demographics sheet.
- Check the OHCA spelling of the client's name to ensure coverage.
Creating an Alert
- Click on the triangle next to the client's name and ID number.
- Fill in the "Enter a new Alert" box and select a discontinued date.
- Hit the check mark to add the alert.
Client Programs
- Select "197 URC" from the client programs dropdown.
- Put the effective date as the date the client is admitted.
- Put the end date as the effective date plus 3 days.
PICIS Eligibility
- Check the client's eligibility using the PICIS system.
- If eligible, select "Medicaid" and enter the 4-digit pin.
- If not eligible, go back to "Manual Eligibility" and select "DMH".
Client Signatories
- Complete the client signatories form.
- Email is not required.
- The information required is included in the demographics form.
- Hit the check mark to add the signatory.
Intake Packet
- In Admissions, select "Intake Packet" and add a new intake packet.
- Use the current date and scroll down the form to pre-select certain options.
- Take the computer or tablet to the lobby to review the packet with the client and guardian.
Client Guarantors
- In Admissions, click on Guarantors and select the payer/insurance.
- If the client has private insurance, enter it first.
- If the client has Medicaid, add it to the guarantors next.
- Add DMH/01AA last.
- The order of guarantors should always be: 1. Private insurance, 2. Medicaid, 3. DMH/01AA.
Changing Client Admission Type
- The admission type will need to be changed from Outpatient to URC if the client is going to be discharged to inpatient care.
- Doctors need to finalize their notes under the URC admission type.
- The client will need to see the Doctor/Med.Provider on the schedule for that day.
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Description
Test your competency of the Front Desk Office Specialist Workflow.
