FD Office Specialist Workflow (3).docx

Front Desk Office Specialist Workflow Inquiry/Referral – Phone/Walk-in Screening Inquiry/Referral/Screening Take Client Phone Calls using Referral/Screening form. Inform the caller that the legal guardian must be present with client for their intake appointment, signatures are required. If cl...

Front Desk Office Specialist Workflow Inquiry/Referral – Phone/Walk-in Screening Inquiry/Referral/Screening Take Client Phone Calls using Referral/Screening form. Inform the caller that the legal guardian must be present with client for their intake appointment, signatures are required. If client is staying overnight for inpatient placement guardian or adult (over 18) designated by guardian needs to stay with client. (They will be able to leave to run errands, get food etc..) Make sure to remind guardian to bring clients social security #, and meds list at the time of the assessment. If client has intellectual disabilities, inquire about level of function. If the guardian needs to bring the client immediately, for safety reasons, they should come. If the client is stable and able to wait until the next available assessment time, schedule them in the GoHealth schedule for the next available assessment that works for the client. (see below). When you get off the phone with a client, complete the inquiry/referral form, if not done already, be sure to include your name, date, time of call/or walk-in, and time of appointment (if one is scheduled) Put the referral form in a colored folder, located in the bottom drawer of the middle set of drawers in the front desk area. Place a post it notes on the outside of folder with date and time of appointment and place the folder in the black rack at front desk work station. If the client is not scheduled, put the completed form in the yellow “waiting for call back” folder in the black racks. If the client is a referral, follow the instructions in the Post Referral Screening section. Post Referral Screening Schedule Client appointment. Go to GoHealth home screen and click the schedule icon on the side bar of the screen (circled in red below). If the scheduling block is empty, with no black box it is free for scheduling. Click and drag the plus sign to the box on the desired date and time slot. Fill out the details of the time. Select “intake appointment” from the dropdown box. Put the client's name in the comment box. Fill out. Date Start Time End time Type – choose” Intake Appointment” Put Clients name in “Comments” box “Save and Close” Add Client to Queue Enter Client in the INPATIENT CLIENT QUEUE Click the +ADD....see pink below ` Fill – Out form: Fill out this form entirely (if possible) Put Client’s last name and first name the “Last Name:” and “First Name:” boxes. In “Goes By” - put YES “In Description of Problems” - enter notes from Screening form. In “Clinician Response” - enter scheduled with (name of therapist) and date and time of appointment Hit the Save button. Client Arrival Have the client and those with the client sign and put the time of arrival on clip board at the front desk. If the client is a walk-in give them the Inquiry/Referral form to fill out. Upon completion review the form and help the client determine if they need to stay at YES until the next available assessment or if it would be safe for them to schedule and come back. For scheduled clients/walk-ins that stay, give them a clipboard with a copy of the Demographics (see below) sheet for the client to fill out. Ask if the client is on medication, if so give them a copy of the Patient Medications List (see below) form to fill-out (located in a file folder behind the colored folders). Pull out the Clients and Parents Handbooks (see below) for the client and parents to read while they wait for their appointment (located in the green and purple folders at the front desk). Make a copy of the client’s insurance card if they have one. Move sign in sticker to Sign-In/Sign-Out Sheet on clipboard at workstation (keep clipboard facing down, for confidentiality) Client/Parent Handbooks Demographics Client Medication List OHCA – Client Lookup Link to website: https://www.ohcaprovider.com/hcp/provider/Home/tabid/135/Default.aspx Click eligibility then Eligibility Verification Enter clients SS# and DOB. “From Date of Service” is client’s arrival date “To Date of Service” is last day of the month. If Social Security not available, Use clients last name, first name, date of birth, Date of service (client’s arrival date) and To Date of Service (last day of month) Make sure nothing else is in the other boxes when inputting the above information. Check name spelling for match, “submit” to receive ID, click on blue # to check for title 19 (Medicaid) and confirm eligibility. If ineligible or no number appears then enroll in DMH Enrolling Client as a New Member of DMH Click “DMH New Member Enrollment” in the lower right of the screen (pictured above). Complete the form with client information from the demographics sheet/client data (pictured below). Hit Submit A Client ID # will be generated, this is the one we use in GoHealth If you’re unable to find the client in OHCA, they don’t have a profile in GoHealth already, and the parent/guardian doesn’t know or didn’t bring their social; then generate a CRS ID when creating their profile in GoHealth (see GoHealth section for more information on creating a client profile). Undocumented Member form If the client doesn’t have a social with them, and you can’t find them in OHCA, ask their parent or Guardian if they have a social security number (at all). If yes (they have a social), then generate a CRS number when creating their profile. If no (they don’t have a social), fill out an Undocumented member form and a fax cover sheet. The Undocumented member form and fax cover sheet can be found in the black office desk filing rack, to the right of the LSC and Front Desk office specialist workstation. Fill out a fax cover sheet (see below for example) and undocumented member submission form with the info from the demographics sheet. Fax to Patricia at OHCA, 405-530-3244 (listed on the Undocumented member submission form). Make sure to dial 9 before putting in the fax number. Use the big printer/fax machine in Matt’s office to fax the documents. Keep the Fax confirmation sheet, the printer will print out the paperwork you faxed. Put this paperwork in Michael’s box. GoHealth – Initial Intake Before Admitting Client Search for the Client in GoHealth using the name from the demographic or sign-in sheet to see if the client already has a chart in GoHealth. Select the client name in the client queue and change to” Admit URC” in dropdown (see blue below) Hit “Save” If the client is new to GoHealth, you are going to select “Yes Create” If the client already has a chart select “No” you will access there chart directly from “Inpatient Admitted Clients” (see pink below) Add Client If a client is not entered into the queue, then add them to the system. Click the + symbol highlighted in pink below. Change the Clinic drop down menu to Family & Youth Urgent Recovery Center. Click the drop-down arrow under Admission Type and change it to Outpatient. Only the LMHP Statement and Nursing Assessment will be done for the client. The doctor/provider does not need to see the client if client is going to discharge to lower level of care unless requested by the parent/guardian or school requiring the service be done. Make sure the admission Type Date and Admission Type Time is added. Admission Type Date: = Date client arrives. Admission Type Time = Time client signs in on sign-in sheet. Use the information on the demographics sheet to fill out the Client information form. Or to update the form if one already exists. The admission type time will be the time the client came into YES, written on the sign-in sheet. The clinic will always be “Family and Youth Urgent Recovery” Look-up OHCA information from website the Medicaid member ID Name spelling Medicaid = Title 19 DMH = 01AA eligibility. Use the clients Medicaid number from OHCA in form above Check that OHCA spelling matches what we have if it doesn’t, change it in GoHealth to match the OHCA spelling to insure coverage. If you change to the incorrect spelling, make a note in the GoHealth alert indicating both the correct and incorrect spellings and the reason for the change (see below). Hit Save. Creating an Alert Click on the triangle on the left of the screen , under the client name and ID# Fill in the “Enter a new Alert” box Select a ”Discontinued Date:” that is one year later Hit the check mark to add alert Client Programs From Admissions go to “Client Programs” Select ”197 URC” from Client programs dropdown. Put the effective date as the date client is admitted. Put end date as effective date plus 3 days. Click the “+” icon to add Use Double Arrows in upper right to go Back to Admission. PICIS Eligibility In Admissions select PICIS Eligibility Hit Check Now button If it does not come up with anything, then you must go back to “Manual Eligibility” Select “DMH” then enter your 4-digit pin and “ADD” If client is eligible for Medicaid/title 19 select “Medicaid” then enter your 4-digit pin and “ADD” Go back to Admissions by clicking the two arrows pointing to the left (seen bottom of pg.17). Client Signatories Select “Client Signatories” Complete the form(pictured below), email is NOT required. The information required is included in the demographics form the guardian filled out. Hit the check mark in the lower right to add the signatory. Create signatory for Guardian and Clients 14 and over Pin is used to OFFICIALLY sign documents online to be used by only Guardian and /or Client. The parent and client (if the client is 14 and over) will show up in this section of the client’s signatories. Click on PIN (seen above) to create the parent’s pin. Do the same for client if you are creating a client’s pin. The image below will pop up once you click on “PIN.” Have the parent create their pin by choosing a Question, answering it, and then creating their Pin. The Pin is 4-20 digits or characters. If Pin needs to be reset Find the name of the person whose pin you need to check, Click on the “Pin” icon (seen in the image at the bottom of page 14). Click “Reset Pin.” Then have client follow the steps seen above. Return to Admissions (by clicking the two arrows pointing left icon, top right of your screen) Intake Packet - (With Client and Guardian) In Admission select “Intake Packet” Click + (highlighted below) to add new Intake Packet Use current “Date” Scroll down form to Pre-Select: “HIV/AIDS/STD EDUCATION, TESTING AND COUNSELING” Select “No” to Both (we do not do this) “Designation of Treatment Advocate” Select “No” to the 4 questions as shown below. (Guardian will always be present with Client At YES so Advocate will not be assigned) “Orientation Checklist” Check all boxes (to save time with Guardian and Client) You will be going over all applicable information on the list, some do not apply. “Save as Draft” Take Computer or Tablet to Lobby to go over with Client and Guardian If not already done, Complete Signatory with Guardian and Clients over 14. Arrow back to Admissions/Signatory Hit PIN button (see below) Have guardian answer “Security Question” Have guardian put in 4-digit Pin Hit Create Pin Repeat with Client if 14 or over Arrow back to Intake Packet and begin going through “intake packet” with Client and Guardian. Explain these as you scroll through the Intake form: YES process, tell them about our process of evaluating and assessing to coordinate and refer clients to appropriate level of care Explain that if in patient care is agreed upon. Someone 18 years of age or older will need to stay with them for up to 24 hours until time of placement. Ask if they consent to a 24 hour follow up check select Yes or No Ask about method of contact select method If email put in email if phone put in phone # Ask if they consent to photo of client for chart. Explain that Confidentiality is practiced here except for what can be seen and heard by others in our facility, but we do not share information, outside of those providing care here, without written consent from Guardian/Client. Explain that we need authorization for Third Party Insurance to have client information necessary billing purposes only. If they agree Enter date in “Date Servicing Commencing” Ask if they read about their rights in the Handbook? Do they have any questions about it? Any questions about the Bill of Rights? Check the box if they understand the (as in pink below) Be sure to state that we are “Mandatory Reporters” which means that if we hear any statements of abuse, we are required to report it to the authorities. Ask if they understand the information, when they do, and have no further questions, select “Validate Form” Then select “Consumer Sign Now” Enter PIN# and “Verify” (below) Do these steps with Guardian and “Client/Consume”r (if over 14) Do this step for yourself “Staff” When all digital signatures are entered and Verified select “Finalize” Client Guarantors In Admissions click Guarantors Select Payer/Insurance (if there are no options in the dropdown go back to client data center and save it, then return to guarantors and the dropdown options should appear) If Client has private insurance enter it first, use dropdown to select the insurance company. Put Clients First and Last name If the Client’s name is not on the insurance card put the insured persons name and their relationship to the client in the comment box. Put Client ID # from insurance card in Payer ID Put Group # from insurance card (if group # is on the card) in Group # Start Date (date of service) End Date (start date plus 3 days) Press Add If the insurance isn’t listed in the dropdown box. email Patti Thompson to request it be added, include the client ID # and a screenshot of the guarantor dropdown box, and the name of the insurance that needs to be added, in the email. If Client has Medicaid present on OHCA add Medicaid to guarantors next. Put Client ID in the PAYER ID Start Date (date of service) End Date (start date plus 3 days) Press Add Add DMH using 01AA last. Put Client ID in the PAYER ID Start Date (date of service ) End Date (start date plus 3 days) Press Add The order of guarantors should always be: 1. Private insurance (if client has it) 2. Medicaid (if client is eligible) 3. DMH/01AA (Should always be present! If Client is not enrolled in DMH we enroll them on the OHCA Website.) Here’s what to do if no insurance shows up in the Client Guarantors. Go to the Client Data Center. URC in the dropdown menu (below the Client Name, Photo and ID), Admission Tab, Client Data Center. Scroll down to the bottom of the Client Data Center page. Hit Save. This should fix the problem of no Guarantors showing up. Here’s the solution to 01AA not showing up in Client Guarantors. Click on the two arrows pointing in different directions icon (Highlighted in Yellow below). Change Target Location to “Non-CCBHC Tulsa” Reason for Transfer: “Transfer needed to add 01AA to the Guarantors for YES Client.” Click Enter key: “Attn: Solmaz or Matt. Click Submit button. Changing Client Admission Type The admission type will need to change from Outpatient to URC if the client is going to be discharged to inpatient/Higher level of care. Doctor’s need to finalize their notes under URC Admission type. The client will now need to see the Doctor/Med. Provider on the schedule for today. The Life Skills Coach and Nurse will be tasked with contacting the on-call Doctor/Med. Provider for assessment. The doctor/provider is not seen for client’s discharged to lower level of care unless requested by the parent/guardian or school requiring the service be done. In the Client’s GoHealth profile, go to the URC drop down, choose Admission tab, and click on Client Data Center. See below. Click on the drop down under “Admission Type,” select “URC” from the drop down. Change admission type from URC to CBSCC if client is going to CALM. If going to Calm, Change to CBSCC after client has Doctor Note done under URC admission. Next, put in the date you are changing the admission type and the time you are making the change. Ideally this is done the same day you saw the client. Put in the date and time you are making the change. After the date and time is entered, click close. After clicking close, scroll down to the bottom of the client data sheet. Click Save. The client’s chart will turn green, indicating the switch from outpatient to URC (inpatient) was made. Input Client Data In Teams go to Client Data excel sheet in the right folder of the 3 large ones at the top. As you get the information for the client enter it on the bottom line of the sheet. Information you should be able to enter include: Client Initials and ID # Date of Birth Age # of Caregivers present with client Admit Date Admit Time School Client/Parent Surveys Parent & Client will complete an anonymous Questionnaire before leaving, using the tablet marked SURVEYS in the upper middle cabinets in the office area. There are 4 icons: Parent Survey English, Client Survey English, Client Survey Spanish, Parent Survey Spanish. Click on the icon and give the client then parent the tablet to fill out. In between the client and the parent completing survey click the x in the upper left corner to return to the home screen. Mark down everyone’s departure time and initial Sign-In/Sign-Out Sheet Any Client paper documents, other than the Referral form, need to have the Client’s Name, ID # (Do NOT write a generated ID that begins with CRS) and Date of Service, together in the top corner of the page (if possible). Miscellaneous Duties Check Previous Client’s GoHealth Each morning check client’s information on GoHealth from the previous evening or weekend for entry and accuracy. Client Programs, PCIS, Intake Packet, and Guarantors Check Inventory and Order Office Supplies – Send list of approved supplies in an email to Shadow McGrady (CC Solmaz) Amazon items – Order miscellaneous Necessary/Approved items Sam’s - Send list of needed items in an email to Matthew. Prepare Monthly Receipts Report Copy/ Date/ Initial Receipts for all delivered items and file in the receipt's binder On the 1st and 15th of each month Record the receipts in the Excel spreadsheet located in the YES Accounting folder Put them in Manilla folder in drawer next to the shredder, fill out information on the outside of folder. Copy Daily Work Forms Make copies and keep stocked: referral sheets, demographics, handbooks, surveys Prepare Applicant Packets for Interviews Make 4 copies of Reference Check Forms Make 2 copies of Interview Question Forms and attach Fill out online Clinical Privilege Application Form on Teams and Print Print Position Description Print Recommendation For Employment Fill out Access Control Form on Teams and Print Call Applicant References (as needed) Call applicants references and fill out reference form. Call facilities checking for availability (as needed) Call facilities admissions and ask for availability for clients we are recommending go to inpatients treatment. Print out and Fax Client Data and Assessment to IP Facilities Log Phone Calls and Fax’s in the IP Placement Updates Log for each client Prepare for New Employees Label mailbox with employee name Update organizational chart. Update employee list Update employee phone numbers Update Tulsa door access list Prepare New Employee Packet Add to employee birthday list Add to YES group email   School Letter The safety Plan is to be filled out if a school, or parent, request it.   Typically done to satisfy a school’s requirement for assessment.   Make sure All areas with a line next to it are replaced with the appropriate information for each section.   The document is to be signed by the data specialist.  The original is made for the client and a copy is made for YES Tulsa for client records.  A ROI must be filled out with this document.   We are releasing this information to the school, containing Client PHI.  The ROI is kept with YES Tulsa for the client’s medical records.  We don’t fax this form unless it is consented to do so by the guardian (and client if 14 or older.