WorksheetsWelcome Call Quiz
Total questions: 20
Worksheet time: 30mins
What is the primary goal of the Welcome Call in the home health intake process?
To confirm the patient’s insurance benefits only
To welcome the patient and verify that they qualify for home health services
To schedule clinician visits without verifying referral information
To review staff vacation schedules
The Welcome Call is often the patient’s first interaction with the agency. Why is this important?
It helps build trust and sets the tone for future care
It determines the clinician’s pay rate
It allows the patient to compare agencies
It is used only for marketing purposes
A positive first impression during the Welcome Call can lead to:
Higher patient engagement and compliance
Reduced need for documentation
Longer SOC visits
Delayed admission
Which of the following information should be verified during the Welcome Call? (Select all that apply)
Patient demographics
Physician orders
Insurance information
Favorite color
Contact numbers
Why is verifying referral details early in the process important?
It prevents billing issues and compliance risks
It helps the patient get a discount
It speeds up staff onboarding
It reduces the number of SOC visits required
Correcting discrepancies during the Welcome Call can help avoid scheduling delays and claim denials.
TRUE
FALSE
What are key clinical factors assessed during the screening portion of the Welcome Call?
Homebound status and skilled need
Patient’s favorite nurse
Weather conditions on the SOC day
Agency marketing budget
Why is verifying the patient’s appropriateness for home health care critical?
It ensures compliance and prevents inappropriate admissions
It helps the patient choose between hospitals
It reduces nurse overtime pay
It allows the agency to send more staff
The Welcome Call provides an opportunity to:
Schedule the Start of Care visit
Coordinate therapy and aide services
Discuss visit expectations with the patient
All of the above
Timely scheduling of the Start of Care (SOC) visit is important because:
It satisfies Medicare timeliness requirements
It prevents patient boredom
It helps clinicians finish documentation faster
It improves office decoration
Identifying insurance or safety issues during the Welcome Call can prevent wasted clinician travel and unbillable visits.
TRUE
FALSE
How does the Welcome Call contribute to operational cost control?
By avoiding unnecessary admissions and scheduling errors
By reducing clinician salaries
By eliminating documentation requirements
By shortening SOC visit time
In your own words, describe why the Welcome Call is more than just a “courtesy call.”
List three outcomes that an effective Welcome Call can help the agency achieve.
Give one example of how a poor Welcome Call could negatively impact the patient experience or agency performance.
A patient called, she reported that she had been experiencing suddenly had severe chest pain, what would you do?
Situation:
The patient mentions aggressive pets and heavy clutter but says, “It’ll be fine.”
-Who needs to be notified?
Situation:
The patient says, “I don’t think I need therapy — I’m not doing that.”
- How will you response?
Situation:
The patient asks, “Who do I call if something happens at night?”
- How do you handle this?
Scenario:
The caregiver answers everything and does not allow the patient to speak.
How will you redirect the conversation without sounding rude?
