Level 2: Accurate Appointment Scheduling Power Hour

Level 2: Accurate Appointment Scheduling Power Hour

Multiple Select

Let's review: what category would you schedule an EP Exam in?

• EX

• IN

• DL

• NO

Multiple Select

Let's review: Which category should you look for first to schedule a CRT Fitting in?

• 1 EX slot

• 2 EX slots

• 1 IN slot

• 2 IN slots

Multiple Select

Let's Review: Which of the following appointments should you schedule in 2 IN slots?

• Gonioscopy

• Dry Eye Clinic

• Myopia Management

• Punctal Plugs

Multiple Choice

A patient calls in to reschedule their ANNUAL exam. What should you label the rescheduled appointment as?

• ANNUAL

• annual

• EP Exam

• NP Exam

Multiple Choice

A patient calls in to reschedule their annual exam. What should you label the rescheduled appointment?

• ANNUAL

• annual

• EP Exam

• NP Exam

Multiple Select

You schedule an exam for a patient, and ask them if they wear contacts. Which notes are correct options of notes you must include in the appointment? (select all that apply)

• Pt Wears Contacts/initials

• NO CL wearer/initials

• Cl wearer/quoted 59+/initials

• Pt wears contacts/quoted fees/initials

Open Ended

If a patient needs a Post Op appointment scheduled, and their preferred doctor doesn't have any availability in one week, what will you say/offer the patient?

Multiple Select

Which appointments are okay to schedule on a Saturday? Check all that apply.

• Gonioscopy

• Myopia Management

• EP Exam

• NP Emer

• OCT

Multiple Choice

A patient called in and needs to be seen because they have an eye emergency. What is the FIRST STEP from the options below?

• Check for telehealth openings.

• Check for same day openings at your office.

• Make an emergency triage in the patient's exam record.

• Check for same day openings at the other offices.

• Ask the doctor where they would like you to schedule the patient.

Multiple Choice

A patient called in and needs to be seen because they have an eye emergency. What is the SECOND STEP from the options below?

• Check for telehealth openings.

• Check for same day openings at your office.

• Make an emergency triage in the patient's exam record.

• Check for same day openings at the other offices.

• Ask the doctor where they would like you to schedule the patient.

Multiple Choice

A patient called in and needs to be seen because they have an eye emergency. What is the THIRD STEP from the options below?

• Check for telehealth openings.

• Check for same day openings at your office.

• Make an emergency triage in the patient's exam record.

• Check for same day openings at the other offices.

• Ask the doctor where they would like you to schedule the patient.

Multiple Choice

A patient called in and needs to be seen because they have an eye emergency. What is the FOURTH STEP from the options below?

• Check for telehealth openings.

• Check for same day openings at your office.

• Make an emergency triage in the patient's exam record.

• Check for same day openings at the other offices.

• Ask the doctor where they would like you to schedule the patient.

Multiple Choice

A patient called in and needs to be seen because they have an eye emergency. What is the FIFTH STEP from the options below?

• Check for telehealth openings.

• Check for same day openings at your office.

• Make an emergency triage in the patient's exam record.

• Check for same day openings at the other offices.

• Ask the doctor where they would like you to schedule the patient.

Open Ended

A patient wanted to schedule their exam on Thursday afternoon, but we are booked. What do you say to/offer the patient?

Multiple Choice

A patient calls in and says they need to schedule a contact lens check, but they haven't had an appointment with us in over 16 months. They share that their contacts are making their eyes red and irritated, and they have pus in the corner of their eyes-they think they left their contacts in too long. What type of appointment should you schedule the patient for?

• Contact Lens Check

• EP Exam

• NP Exam

• Emergency

Multiple Choice

What's the first thing you should do from the list below when a patient wants to schedule an appointment?

• Verify their demographic information.

• Ask them if they have been to our practice before?

• Thank them for contacting us and assure them that you are happy to help!

• Ask them if they meant to call Professional Eye Care?

Poll

What is your goal with every patient interaction (phone call, text, email, in person)?

• To provide professional customer service

• To build a relationship with the patient and make them feel cared for

• To make a patient's day a little happier and brighter with my service.

• To handle their questions quickly so I can move on to the next patient.

• To get the interaction over with so I can complete all of my other tasks in my job.

Multiple Select

What information do you need to verify with EVERY appointment you schedule (even rescheduling appointments)?

• Phone Number in Home and Cell Fields

• Email Address or Declined Email Checked

• Plan field on the demographic is correct

• Vision Benefits are updated and correct with Acct Resp info

• Vision Benefits are marked as a "1" and medical insurance marked as "P" (unless they have no vision benefits, then mark the medical insurance as "1.")

Multiple Select

A patient calls in because their glasses aren't working for them-they can't see out of them. What is the first thing you will do after your verify their information?

• Check the exam record for an Rx Triage

• Ask the patient if they have been in to see an optician in the BTQ

• Look for the soonest available IN appointment slot on the schedule

• Tell the patient they need to schedule an appointment with the optician first.

Multiple Choice

If you are rescheduling a follow up appointment for a patient and there were no notes in the original appointment, what should you do?

• Leave the notes blank

• Add your initials

• Look in the patient's exam records for info on the follow up, add your initials

• Write "reschedule-no notes in original appt/initials"

Multiple Choice

Once you have greeted the patient, verified their info, and figured out what appointment type they need, what do you do next?

• Ask the patient if they have a preferred doctor they like to see?

• Ask the patient if they have a preferred location?

• Offer the next available appointment with their preferred doctor.

• Offer same day openings to the patient if there are any that are applicable.

Multiple Choice

You need to schedule a contact lens check and are using the search function to find the next available opening. What should you search for to find the right type of slot?

• EP Exam

• CL Check

• Search In

• CL Fit

Multiple Select

Once you have found the perfect appointment slot for the patient, which steps should you do (select all that apply).

• Double check the correct patient name is listed.

• Change the appointment reason to the actual appointment name.

• Add notes (initials + any other notes needed)

• Save the appointment.

• Repeat the appointment date, time, location, and doc to patient.

Open Ended

The last step to scheduling an appointment is to end the patient experience on a high note! Please write down THREE example phrases of how YOU can end the patient experience on a positive, happy note!

Multiple Choice

What's the first thing you should do from the list below when a patient wants to schedule an appointment?

• Verify their demographic information.

• Ask them if they have been to our practice before?

• Thank them for contacting us and assure them that you are happy to help!

• Ask them if they meant to call Professional Eye Care?