
Client Interaction, Documentation & Disposition Guidelines
Authored by Brittany McGregor
Other
Professional Development
Used 4+ times

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19 questions
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1.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Client retention involves all BUT the following:
Quickly attempting to disconnect the call due to caller complaint
Setting clear expectations around policies and next steps
Being empathetic
Using active listening skills
Problem-solving, taking ownership, and demonstrating patience and emotional regulation
2.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Which is the correct format for Documenting Clinician Offboarding For Psychiatry (Medication Management) Blind Bookings?
"Previous clinician [INSERT CLINICIAN NAME] offboarded; Enrollment automatically booked [NEW APPT DATE/TIME]
"Previous clinician [INSERT CLINICIAN NAME] offboarded; Enrollment reaching out to schedule with new clinician."
"Previous clinician [INSERT CLINICIAN NAME] offboarded; Enrollment automatically booked [NEW APPT DATE/TIME] with new clinician [INSERT NEW CLINCIAN NAME]."
"Previous clinician [INSERT CLINICIAN NAME] offboarded; Enrollment automatically booked
3.
MULTIPLE SELECT QUESTION
1 min • 4 pts
The Purpose of NP Blind Bookings are to (select all that apply)
Reduce the back-and-forth communication typically required to reschedule.
Alleviate extra workload for the Psychiatry team, particularly around managing refill requests or bridge scripts when care is delayed.
Streamline workflows for the COE agents and benefit the team by increasing their intake booking opportunities.
Show clients that we prioritize their care by avoiding gaps in treatment or medication management.
4.
MULTIPLE SELECT QUESTION
2 mins • 4 pts
These are all examples for using the Disposition DNS: Client Unpersuaded (Select all that apply)
The caller has Tricare and does not have the referral necessary to schedule.
Outbound Call - the contact says it's not a good time to talk, requests a callback at a later time.
The caller declined to provide their credit card information
The caller was gathering information but is not ready to schedule yet.
5.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Scenario: An internal Thriveworks clinician called. Which Disposition should be used?
DNS: Service Not Offered
DNS: Third Party
DNS: Insurance Rep Verification
Dropped Call / Dead Air / Wrong Number
6.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Scenario: The caller is asking for our fax number, addresses, emails etc. Which Disposition should be used?
Dropped Call / Dead Air / Wrong Number
DNS: Third Party
DNS: Client Unpersuaded
DNS: Insurance Rep Verification
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Scenario: The caller wants to book a psychiatry appointment for a 12-year-old. Which disposition should be used?
DNS: No availability - Child/Adolescent
DNS: Client Unpersuaded
DNS: Service Not Offered
DNS: No availability - Medication
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