Patient Portal SD Final Assessment PDF

Patient Portal SD Final Assessment * Required * This form will record your name, please fill your name. 1. What is the Mychart Phone number for Bon Secour patients to call? * (1 Point) 844-552-4278 845-552-4278 865-385-7060 866-385-7060...

Patient Portal SD Final Assessment * Required * This form will record your name, please fill your name. 1. What is the Mychart Phone number for Bon Secour patients to call? * (1 Point) 844-552-4278 845-552-4278 865-385-7060 866-385-7060 2. What is the Mychart Phone number for Mercy patients to call? * (1 Point) 865-385-7060 844-552-4278 866-385-7060 845-552-4278 3. What is the Bon Secours MyChart url? * (1 Point) https://mychart.mercy.org/ https://mychart.mercy.com/ https://chpepiceweb.health-partners.org/mychart https://mychart.bonsecours.com/ 4. What is the Mercy MyChart url? * (1 Point) https://mychart.mercy.com/ https://chpepiceweb.health-partners.org/mychart https://mychart.bonsecours.com/ https://mychart.mercy.org/ 5. What is the Authorized MyChart Access for PPSD Manila Agents? * (1 Point) Disable and Enable 2FA Deactivate an Account Change Username Change Demographics Details Send Activation Code Password Reset Activate an Account (Multiple Bad Passcode - Account Status is Inactive) 6. Choose the approved and appropriate greeting for MyChart Support. * (1 Point) Thank you for calling the BSMH Patient Portal Service Desk. My name is Omar, can I have your first and last name? Thank you for calling the Bon Secour Patient Portal Service Desk. My name is Omar, can I have your first and last name? Thank you for calling the Bon Secour Mercy MyChart Support. My name is Omar, can I have your first and last name? 7. What are you supposed to do when a patient reports a breach of their Mychart data? i.e. someone has seen or hacked into their account * (1 Point) Follow lead from patient if they want shut off, or password reset… and send ticket. In general, deactivate by agents (with user's permission) and include ticket number in comm of ticket to Amb team. Follow lead from patient if they want shut off, or password reset… and no need to send a ticket to Epic Ambulatory PPSD to open a Compass Ticket and assign to Epic Ambulatory  8. Patient Services Complaint contact number for Ohio. * (1 Point) 855-489-6440 513-952-5000 855-458-8799 864-255-1054 9. Patient Services Complaint contact number for Greenville. * (1 Point) 855-458-8799 513-952-5000 855-489-6440 864-255-1054 10. Patient Services Complaint contact number for Hampton Roads * (1 Point) 864-255-1054 855-458-8799 513-952-5000 855-489-6440 11. Patient Services Complaint contact number for Richmond * (1 Point) 864-255-1054 513-952-5000 855-458-8799 855-489-6440 12. What do you do if you receive a call from a patient who does not speak English? * (1 Point) Create an INC route to Epic Ambulatory Route to MyChart Billingual Call 864-254-1050 for Translator Service. Best effort to assist the user using the English language and if still not possible ask the user to call back once he/she has someone who can assist him/her that can speak English 13. Options if a patient is calling about Billing question for Mercy. * (1 Point) https://bscs.odeza.com/BonSecours-CustomerService https://www.bonsecours.com/patient-resources/bill-payment https://www.mercy.com/pay-a-bill For Virginia Physician Billing Customer Service and to pay by phone, please call 888-835-9905 https://mhcs.odeza.com/MercyHealth-CustomerService 855-732-0138 Mon-Friday 8am-5pm eastern PO Box 740405 Cincinnati, OH 45274-0405 For Hospital Billing Customer Service and to pay by phone, please call 877-342-1500 For South Carolina Physician Billing Customer Service and to pay by phone, please call 888-538-3832 14. Options if a patient is calling about Billing question for Bon Secours. * (1 Point) https://bscs.odeza.com/BonSecours-CustomerService For South Carolina Physician Billing Customer Service and to pay by phone, please call 888-538-3832 https://mhcs.odeza.com/MercyHealth-CustomerService For Virginia Physician Billing Customer Service and to pay by phone, please call 888-835-9905 PO Box 740405 Cincinnati, OH 45274-0405 https://www.mercy.com/pay-a-bill https://www.bonsecours.com/patient-resources/bill-payment For Hospital Billing Customer Service and to pay by phone, please call 877-342-1500 855-732-0138 Mon-Friday 8am-5pm eastern 15. Options if a patient is calling about a Medical record for Mercy. * (1 Point) Bon Secours DePaul Medical Center/ Maryview Medical Center757-398-2250 St. Francis Downtown 864-255-1375 Southside Regional Medical Center 804-765-5760 Lima Phone: 844-796-9755 Southampton Memorial Hospial 757-516-1104 Southern Virginia Regional Medical Center 434-348-4420 Memorial Regional Medical Center 804-764-6427 Lorain, Allen and HealthSpan Send your request forms to:Health Information Management – ROI Phone: 440- 960-3320 Ashland, KY 866-625-7130 St. Mary's Hospital 804-281-8135 Bon Secours Maryview Medical Center 757-398-2250 Youngstown: Phone: 844-242-5477 Springfield Phone: 844-835-1238 Kentucky Phone: 844-397-1514 Rappahannock General Hospital 804-435-8550 Toledo Phone: 844-835-1240 St. Francis Medical Center 804-281-8135 Richmond Community Hospital 804-545-3235 Cincinnati- Phone - 844-397-1513 St. Francis Eastside 864-675-4269 Bon Secours Mary Immaculate Hospital 757-886-6560 16. Options if a patient is calling about a Medical record for Bon Secours. * (1 Point) Lima Phone: 844-796-9755 Southside Regional Medical Center 804-765-5760 St. Francis Eastside 864-675-4269 Kentucky Phone: 844-397-1514 Memorial Regional Medical Center 804-764-6427 St. Francis Medical Center 804-281-8135 Richmond Community Hospital 804-545-3235 Lorain, Allen and HealthSpan Send your request forms to:Health Information Management – ROI Phone: 440- 960-3320 Youngstown: Phone: 844-242-5477 Southern Virginia Regional Medical Center 434-348-4420 Bon Secours Maryview Medical Center 757-398-2250 Ashland, KY 866-625-7130 Springfield Phone: 844-835-1238 Cincinnati- Phone - 844-397-1513 Southampton Memorial Hospial 757-516-1104 Toledo Phone: 844-835-1240 Rappahannock General Hospital 804-435-8550 Bon Secours Mary Immaculate Hospital 757-886-6560 Bon Secours DePaul Medical Center/ Maryview Medical Center757-398-2250 St. Mary's Hospital 804-281-8135 St. Francis Downtown 864-255-1375 17. What is the contact number for Central Scheduling for Greenville? * (1 Point) 877-930-3627 513-981-2222 270-538-5777 804-408-3705 937-523-9699 757-215-2778 888-987-6372 270-538-5777 855-884-7150 864-860-1510 419-966-5000 18. What is the contact number for Central Scheduling for Hampton Roads? * (1 Point) 270-538-5777 877-930-3627 513-981-2222 419-966-5000 864-860-1510 804-408-3705 888-987-6372 855-884-7150 757-215-2778 937-523-9699 270-538-5777 19. What is the contact number for Central Scheduling for Richmond? * (1 Point) 804-408-3705 513-981-2222 855-884-7150 270-538-5777 757-215-2778 888-987-6372 877-930-3627 937-523-9699 270-538-5777 864-860-1510 419-966-5000 20. What is the contact number for Central Scheduling for Cincinnati? * (1 Point) 864-860-1510 419-966-5000 888-987-6372 877-930-3627 757-215-2778 513-981-2222 937-523-9699 804-408-3705 270-538-5777 855-884-7150 270-538-5777 21. What is the contact number for Central Scheduling for Lima? * (1 Point) 937-523-9699 864-860-1510 513-981-2222 419-966-5000 804-408-3705 877-930-3627 270-538-5777 757-215-2778 855-884-7150 888-987-6372 270-538-5777 22. What is the contact number for Central Scheduling for Lorain? * (1 Point) 937-523-9699 855-884-7150 888-987-6372 270-538-5777 804-408-3705 757-215-2778 419-966-5000 270-538-5777 513-981-2222 877-930-3627 864-860-1510 23. What is the contact number for Central Scheduling for Springfield? * (1 Point) 804-408-3705 757-215-2778 513-981-2222 937-523-9699 888-987-6372 270-538-5777 877-930-3627 864-860-1510 270-538-5777 419-966-5000 855-884-7150 24. What is the contact number for Central Scheduling for Toledo? * (1 Point) 864-860-1510 270-538-5777 888-987-6372 804-408-3705 855-884-7150 513-981-2222 937-523-9699 419-966-5000 757-215-2778 270-538-5777 877-930-3627 25. What is the contact number for Central Scheduling for Youngstown? * (1 Point) 888-987-6372 270-538-5777 855-884-7150 757-215-2778 513-981-2222 937-523-9699 864-860-1510 419-966-5000 804-408-3705 877-930-3627 270-538-5777 26. What is the contact number for Central Scheduling for Irvine? * (1 Point) 757-215-2778 513-981-2222 270-538-5777 888-987-6372 804-408-3705 419-966-5000 270-538-5777 855-884-7150 877-930-3627 864-860-1510 937-523-9699 27. What is the contact number for Central Scheduling for Paducah? * (1 Point) 937-523-9699 270-538-5777 757-215-2778 864-860-1510 419-966-5000 888-987-6372 513-981-2222 855-884-7150 804-408-3705 270-538-5777 877-930-3627 28. Can Patients with a foreign address in their demographic get access to MyChart? * (1 Point) No Yes, address is not used in MyChart signup, refer to provider to get an activation code 29. Do providers have the option of not participating with MyChart? If so, which Providers have opted out? * (1 Point) Yes No, this is not the way to think of this concept. MyChart is not provider specific- it is not up to the provider if the patient can sign up. There may be some that don't push it but there is no such thing as opting out and all Ambulatory providers are set up to receive messages etc. 30. What access will adolescents between 12-17 years old see in Mychart? * (1 Point) Both will have full access by default. Twelve- to 17-year-olds and their designated proxies have limited access by default. Upon mutual agreement, full access can be granted to the proxy. 31. If Break the Glass appears, agents are authorized to bypass it? * (1 Point) Yes, If patient on the line, agent will BTG. The agent will make sure that the ticket # is in the comment. Use "Investigation" instead of "unspecified". No 32. What are the Required Identity verification points before assisting patients with access or workflow questions: * (1 Point) Name Username Last Four (4) Social Address Contact Number DOB Email Address Zip Code 33. What is the password length requirement? * (1 Point) Be between 8 and 20 characters long. Be between 5 and 7 characters long. Must contain at least 1 letter and 1 numeric character and 1 symbol. Must contain at least 1 letter and 1 numeric character. Be between 15 and 24 characters long. 34. Which statements are correct: If a patient calls in requesting that someone else, who is not a designated proxy, speak on their behalf. * (1 Point) If agent can hear the Mychart patient being coached during identity validation, then agent stop assistance and refer user to speak to MD office to get more info. Adult: If the Mychart patient is coherent and verbal, agent validates their identity. Mychart patient is not tech savvy or have physical limitations, and hands phone off to another person for workflow questions. Agent can assist the caller in this situation. Since we are targeting FCR - we will assist the caller regardless of who we are talking to. If the patient is between 0-11 (only parent can access the chart through Proxy- refer parent to proxy). If the patient is between 12-17, verifying teen identity and then grant access. (if parent is the one calling to access Teen's chart, must be listed as a proxy. Even then we only help the parent access their own profile, not the patient's. If parent is not set up as proxy, refer parent to proxy) If the patient is not coherent or verbal, and the caller is not listed as proxy, refer both patient and caller to proxy workflow. 35. What personal identification are patients asked for when they attempt to register for Mychart. (With Activation Code) * (1 Point) Activation Code Last Name Last Four (4) Social DOB Legal Sex Full Social Security Number Address First Name 36. What personal identification are patients asked for when they attempt to register for Mychart. (Without Activation Code) * (1 Point) First Name Legal Sex DOB Last Four (4) Social Address Last Name Activation Code Full Social 37. Do Activation Code expire? * (1 Point) No Yes, 15 days Yes, 30 days Yes, 45 days 38. Are you allowed to resend the activation code to the patients? * (1 Point) Yes, Via Email or Text or Verbal No Yes, Via Email or Text Yes, Via Email 39. How long are Patient Mychart passwords good for? * (1 Point) 60 days Indefinite - it does not expire 90 days 30 days 40. If the Clinician no longer wants to receive MyChart messages from a specific patient due to being disruptive, can the Clinician remove themselves from the Care Team or disable the patient? * (1 Point) Yes, assist the Clinician to go to the setting of MyChart Refer to Technical Service Desk and/or log ticket to Epic Ambulatory - get patient information. 41. Can a minor/teen remove proxy access for a parent/guardian? * (1 Point) Yes No 42. What platform/app is used to perform the Virtual Visit? * (1 Point) Teams Epic Video Client (MyChart App) Zoom 43. Patient reports multiple MRNs or Agents found multiple MRNs * (1 Point) Just ignore the multiple MRNs Open a Compass ticket to Epic AMBULATORY with two MRNs. MyChart team will engage HIM and appropriate team to get MRNs or charts merged. Transfer the call to Epic Ambulatory Refer them to their provider 44. Can patients use Wearable Health devices to pull patient data into Mychart? * (1 Point) No Yes, Apple, Google, FitBit, and Withings Yes, Apple only Yes, Apple and Google only 45. Is there a Provider Look up site for patients to reference MD profiles? * (1 Point) Yes, Mercy Health: https://www.mercy.com/find-a-doctor and Bon Secours: https://www.bonsecours.com/find-a- doctor Yes, they could look it up inside MyChart Website No 46. How will you handle the Situation: The Patient forgot his password. * (5 Points) 47. How will you handle the Situation: The Patient cannot log into MyChart - He typed his password wrong multiple times. * (5 Points) 48. How will you handle the Situation: The Patient would like to sign up for MyChart * (5 Points) 49. How will you handle the Situation: The caller not a patient of BSMH would like to sign up for MyChart * (5 Points) 50. How will you handle the Situation: The Patient lost his activation code * (5 Points) 51. How will you handle the Situation: The Patient has a billing issue * (5 Points) 52. How will you handle the Situation: The Patient wants to get estimates about how much a procedure will cost * (5 Points) 53. How will you handle the Situation: The Patient wants to request financial aid to help pay their bill * (5 Points) 54. How will you handle the Situation: The Patient believes his account was compromised * (5 Points) 55. How will you handle the Situation: The Patient wants to send a message to a provider but is not listed as someone who they can message * (5 Points) 56. How will you handle the Situation: The Patient is unable to see the results in MyChart * (5 Points) 57. How will you handle the Situation: The Patient is unable to see the notes written by his provider * (5 Points) 58. How will you handle the Situation: The Patient wants to schedule an appointment * (5 Points) 59. How will you handle the Situation: The Patient wants to update his address * (5 Points) 60. How will you handle the Situation: The Patient wants to have proxy access to his 5 year old son * (5 Points) 61. How will you handle the Situation: The Patient wants to have proxy access to his 13 year old son * (5 Points) 62. How will you handle the Situation: The Patient wants to have proxy access to his 18 year old son * (5 Points) 63. How will you handle the Situation: The Patient's account does not have sufficient information for verification. * (5 Points) 64. How will you handle the Situation: The Patient's account does not have want to answer verification questions. * (5 Points) This content is neither created nor endorsed by Microsoft. The data you submit will be sent to the form owner. Microsoft Forms