Podcast
Questions and Answers
What is the primary purpose of the added scripting for pre-registration questions?
What is the primary purpose of the added scripting for pre-registration questions?
- To ensure accurate patient information is obtained. (correct)
- To provide a formal greeting to patients.
- To increase the length of the phone call.
- To make patients feel uncomfortable during the process.
Why is it important to maintain a good call flow when transitioning to pre-registration questions?
Why is it important to maintain a good call flow when transitioning to pre-registration questions?
- It reduces the duration of the calls.
- It minimizes the need for feedback from management.
- It enhances the quality of the connection with the caller. (correct)
- It allows for fewer questions to be asked.
What will happen during the Go Live phase starting on 10/21/2024?
What will happen during the Go Live phase starting on 10/21/2024?
- Calls will be graded based on adherence to the new scripting. (correct)
- The new scripting will be replaced with the old version.
- The facilities will stop using pre-registration altogether.
- No changes will occur until feedback is gathered.
How long is the soft rollout period for the changes to pre-registration questions?
How long is the soft rollout period for the changes to pre-registration questions?
What criteria will Excellence Management evaluate during the implementation of the pre-registration changes?
What criteria will Excellence Management evaluate during the implementation of the pre-registration changes?
What is one expected outcome of implementing the new pre-registration scripting for calls?
What is one expected outcome of implementing the new pre-registration scripting for calls?
Which of the following best describes the expected adaptation to the new pre-registration process?
Which of the following best describes the expected adaptation to the new pre-registration process?
What does the statement 'Opening script followed to preface the pre-registration questions' signify in the new guidelines?
What does the statement 'Opening script followed to preface the pre-registration questions' signify in the new guidelines?
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Study Notes
Introduction to Pre-registration Questions
- Introduction: Scripting introduced to preface pre-registration questions when pre-registering a patient for a service.
- Script: "For your pre-registration we will be asking you a series of questions to ensure a smooth check-in for your upcoming appointment. You may have provided this information before, but on behalf of the facility we want to make sure that your information is up to date. Let's begin..."
- Importance: A smooth transition into pre-registration questions helps maintain good call flow and connection with the caller.
- Patient Experience: Positive call experience contributes to overall patient experience and perception of healthcare providers.
- Implementation Timeline:
- Soft Roll Out: October 7, 2024 to October 18, 2024 (FYI/coaching notes)
- Go Live: October 21, 2024 (Graded as fail if applicable for calls after this date, audit starts October 28, 2024)
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