Project 10

Project 10

Published on 12 December 2022
Transcript
00:03
Use the BE A.W.A.R.E. Method
00:07
A
00:08
Account #
00:10
Enter the account number(s) discussed during the call so that your team knows which account(s) the notation applies to.
00:11
W
00:13
Who
00:15
Tell us who you spoke with during the call. Remember, we also need to know their relationship to the patient or guarantor.
00:17
A
00:18
Account Summary
00:20
Explain what was discussed during the call. Make sure this explanation is clear and concise.
00:22
R
00:23
Resolution
00:25
Tell us the steps you have taken or will take to resolve the patient’s issue or concern.
00:27
E
00:28
Escalation/ Follow-up
00:30
Enter any additional steps that should be taken (ie. Escalations, call backs, forwarded to the client).
00:36
Account Number
00:40
Enter each account number that has been discussed during the call.
00:45
Epic currently allows you to select the accounts before creating a note. Once your note is saved, the account number will be hyperlinked
00:51
Who?
00:57
Let us know the name of the person you spoke with.
00:59
Tell us their relationship to the patient or guarantor
01:06
Account Summary
01:11
Explain the reason for the call.
01:12
Include: Important dates and times Any issues the caller has Any information the caller is requesting
01:20
Resolution
01:26
This step includes what you have  done to resolve the caller's  issue/concern.
01:30
Payments: payment amounts, payment methods, due dates, payment plan terms
01:33
FA: pre-screening answers, deadlinges, status updates given
01:35
Insurance: all info needed to bill insurance, RTE responses, Tx Inquiry responses
01:41
Escalations/Follow-up
01:45
Advise if any accounts have been sent to the Alpha Split WQ or added to the Hendricks Escalations List Advise if a call back will be needed Advise if the guarantor/patient will need to call back Advise if any documents should be sent to the guarantor/patient or vice versa Include the preferred method of contact for the guarantor/patient