Behavioral Health Scheduling Scavenger Hunt

Billy Jean gets a call from their child’s school saying the counselor has identified suicidal thoughts. Billy Jean states her child has not been seen in our clinic and is 15yrs old. Billy Jean has not picked up her daughter from school yet.

• Follow REDCap and scheduled the peds patient as a new patient.

• Send a message to P Behavioral Health Referrals

• Advise the caller they would need to take daughter to the ER for evaluation

• Warm-transfer patient to: National Crisis Hotline[phone]-TALK (1-800-273-8255)

Answer explanation

Susie Q calls in from Hermitage Primary Care to refer a new patient who is 25 years old.

• Vanderbilt Behavioral Health is unable to accept outside referrals currently due to our capacity. We recommend exploring community resources to be able to be seen sooner.

  Submit

• Schedule the patient as a new patient. Advised patient to bring a list of current meds.

• Send a communication to the Admin pool for scheduling. The front desk will follow up to completed scheduling

• Call RST for help

Answer explanation

A 40-year-old new patient with VUMC Aetna insurance is calling in requesting a provider for medication management due to anxiety. They would like to be seen in person. They have never been seen in the behavioral health clinic before.

• Schedule using visit type "consult" with subgroup 660. Also advise the patient that “We cannot guarantee that medication will be prescribed at this initial visit, or that providers will refill medication you are currently taking.”

• Schedule using visit type “new patient” with subgroup 660. Also advise the patient that “We cannot guarantee that medication will be prescribed at this initial visit, or that providers will refill medication you are currently taking.”

• Send a message to P Behavioral Health Referrals

• Schedule using visit type “new patient” with subgroup 880. Also advise the patient that “We cannot guarantee that medication will be prescribed at this initial visit, or that providers will refill medication you are currently taking.”

Answer explanation

A new 55-year-old patient with VUMC Aetna insurance is calling due to depression and wants to schedule an appointment with a therapist. They are requesting an in person.

• Schedule using Visit Type CONSULT with Subgroup: BH Adult Consult [1268]

• Schedule as VT: TELEMED D2P NEW with Subgroup: BH ADULT CBT TELEHEALTH (1383)

• Schedule as VT: TELEMED D2P NEW with Subgroup: BH ADULT CBT MEDICARE TELEHEALTH (1391)

• Tell caller: "Vanderbilt Behavioral Health is only offering telehealth (virtual visits) for psychotherapy at this time. We recommend exploring community resources with your Primary Care Provider or Insurance Company."

Answer explanation

A mom is calling on behalf of her 12-year-old son who sees Clinician Beinstock for medication management. Clinician Beinstock asked that the patient come back in two months per the last appointment.

• Direct the caller to the PALS (Pediatric Appointment Line) line under the clinic phone numbers.

• Schedule as directed OR send a ROUTINE message to the P Behavioral Health VPN Admin pool if directions are unclear

• Send a routine communication to the Clinic VHV admin for scheduling.

• Schedule a visit Type: TELEMED D2P BH New (1400169) with the previous provider

Answer explanation

Mom is calling on behalf of her 12-year-old son who is established with Clinician Beinstock for medication management. They were last seen 6 months ago at the Villages at Vanderbilt and are requesting a telemed follow-up appointment. There are not any notes regarding follow-up visits.

• Schedule Visit Type: TELEMED D2P BH RETURN (1400169) with the previous provider Include in appointment notes: Patient confirms they will be in the state of Tennessee at the time of the appointment May schedule telehealth same-day RETURN with at least a 2-hour lead time.

• Send a high priority to Clinic admin.

• Warm transfer the caller to the PALS (Pediatric Appointment Line) for scheduling.

• Send message to P Behavioral Health Referrals

A patient of Michael Caucci is expressing they are wanting to harm themselves. What would be the next steps?

• Schedule as return with Clinician Caucci

• STOP - DO NOT SCHEDULE:

  Follow the Suicidal/Homicidal Protocol

• Send high priority message to P BEHAVIORAL HEALTH VPH CLINICALRN: with attention to West, Jeffrey S

• Send a ROUTINE message to the Clinical Nurse pool for follow-up

Answer explanation

Mom is calling to schedule an appointment for her 13-year-old daughter. The daughter sees a VUMC PCP who sent a referral over to Behavioral Health for ADHD medication management. The patient has BCBS PPO.

• Schedule using Visit Type NEW PATIENT and Subgroup: BH CAP GENERAL [1267].

• Send a routine message to P BEHAVIORAL HEALTH Referrals

• Schedule using Visit Type Consult

  Subgroup: BH CAP GENERAL [1267]

• Schedule with Visit Type: TELEMED D2P NEW

  Subgroup: BH CAP COMMUNITY MH INTAKE [658]

Answer explanation

An adult patient is calling to schedule a follow-up with Shawn Wright. The patient hasn’t been seen in two years. What are the next steps?

• Send a routine message to Shawn Wright asking how to schedule the patient.

• Send a message to P Behavioral Health Referrals

• Schedule using Visit Type NEW PATIENTSubgroup: BH Adult CD Med Management [666]

• Schedule as directed; send a ROUTINE message to P Behavioral Health VPH Admin pool if directions are unclear

Answer explanation

Bailey calls in to advise she is a former patient of clinician Beck. She has noticed some concerning behaviors in her 3-year-old and wanted to see if her clinician would see her child. What are the next steps?

• Refer the patient to the Children's Doctors Office Tower 615 936-0249.

• Send a message to: P Behavioral Health Referral Pool

• Send a message to: Clinician Beck to see how to schedule.

• Schedule as a new patient with the requested clinician.

Answer explanation