Asymptomatic COVID Testing October 21, 2021
Overview and Purpose• In March, AAH implemented a testing only model for asymptomatic COVID
testing for patients.• The purpose was to respond to consumer needs for PCR testing for the
purpose of travel, return to school, work and other needs.• In August and September, we observed a significant increase in
asymptomatic testing.• While volumes have declined 30% from the peak, we anticipate that demand
will be high through the late fall and winter.• To manage wait times in our Immediate Care and Urgent Care sites it is
necessary to implement some changes to the current workflows.
What’s Changing• Immediate Care and Urgent Care sites will be moving to a scheduled only
model for asymptomatic COVID testing. Patients will need to reserve an appointment.
• Patients can make appointments in the following ways:• LiveWell/Online – This will be the primary channel we will direct patients to
reserve an appointment.• Calling the contact center• Walk-in – If patients walk-in, we should screen the patient and then add them
to the next available appointment in the schedule or whatever is most convenient for the patient. Patients may also be scheduled to another site.
• To ensure access, PSA ambulatory leaders and site managers will need to offer a minimum number of appointments for asymptomatic testing.
• Portal/LiveWell activation will continue to be the primary method for how patients will receive results.
• An alternative workflow has been created for patients who have barriers (e.g. language, no access to a device/technology challenges, live out of the country)
Timeline• Weeks of October 18th and October 25th:
• Distribute toolkit• Managers share the toolkit with their front-desk team members
• November 1st
• AAH websites, LiveWell portal changes will go live• PSA ambulatory leaders and site managers are expected to have implemented the
minimum• Front-desk team members are prepared with the following:
• An understanding of the workflows• New scripting• Patient handouts• Tip sheets
Patient Self Scheduling Through LiveWell
Patient is self scheduling
via MyChart
Patient goes through the
symptom tracker
Patient schedules through the app at preferred
location which generates a MyLab visit on the Post VV
resource schedule
Patient arrives for visit at ICC/
UC
ICC/UC performs PCR test and sends
to ACL
• Auto results routed to patients via LiveWell app
• Letter sent in mail 5-7 days
Preferred Workflow
Walk-in Patient Requesting COVID Testing
Patient walks in requesting a COVID test
Site performs COVID screening
process
IF asymptomatic add patient to the schedule
Determine if patient is active on LiveWell. Verify they received the code. If not send activation code,
direct patient to the sign up page and provide instructions (reinforce the
importance of LiveWell )
Test performed
Results found in MyChart/ letter mailed
5-7 days
If records are needed sooner instruct patient to return after 48 hours
to pick up results
If patient has any technology, language or other barriers that
doesn’t allow them to use LiveWell- inform pt of resulting
options
Walk-in steps and scripting• Evaluate for symptomatic or asymptomatic• Evaluate for barriers:
• Technology • Language • Other needs
• Provide patient options:• If we have availability, we should see the patient now • If not, schedule later in the day, present other nearby sites or direct patient to
aah.org/covid-19 for testing info• If now or later here or nearby site, add patients to the schedule• Communicate the importance of activating LiveWell account to get results quickly:
• “To get your results as soon as possible, you will want to set up a LiveWell account. Your results will show up in your account within 24-48 hours. I will send you an email to easily activate your account. You can download the LiveWell app from the Apple App Store or Google Play or you can go to aah.org/livewell on your phone or computer.”
• Send activation and tell them to follow the prompts in the email. Provide patient handout.• If needed, walk patients through how to download and login to the app or how to access
the website (aah.org/livewell).
Patient Requesting COVID Testing w/ Language, Technology or Other Barriers
Patients that live outside the US or have language or
technology barriers that prevent them from using
LiveWEll requesting an asymptomatic test
Walk in
Call in
Add patient to schedule
If requesting through CC send message to testing location and direct pt to pick up at
location anytime after 2 hours of their call
Letter mailed with results in 5-
7 daysTest performed Pt requests
results sooner
In person- site should instruct patient to return after 48 hours to pick up records
COVID Testing Requested Through Contact Center
Patient calls contact center
to schedule COVID testing
Contact center goes through
screening process
If asymptomatic
add to resource schedule
Done
Proxy access
Activation issues Direct pt to
LiveWell support team
Confirm demographics:
Name, DOB, address and
Does pt have language, technology or other barriers?
If pt is not currently signed up for LiveWell-
Verify they received their code. If not send activation code, direct patient to the sign up
page and provide instructions
No
Add an appointment comment so testing site
is aware
Yes
Patient Calls Contact Center/LiveWell Team for Results
Patient calling contact center for COVID test results
After hours:Transfer pt to CC RN for
results
Inform pt a copy of their results will be
mailed automatically
within 5-7 days
If patient needs paper copy sooner send
message to testing site and inform pt they can pick up results 2 hours after the message has
been sent
Direct patient to LiveWell- activate
account if not done already
During business hours:• Send a message to
patients AAH PCP to give results
• If pt does not have an AAH PCP send a message to testing location to give results
If patient does not have access to LiveWell or is
requesting verbal results
Patient Presents at Site Requesting Results
Patient presents at site requesting results
Verify patient identification
Determine when pt was tested Find result Have pt fill out request
for information formPrint results and give to
patient
Guidelines• Every ICC/UC and Advocate/Aurora Clinic at Walgreens location should have a post virtual visit
resource schedule in Epic to which asymptomatic COVID tests are scheduled to.• To ensure enough access points in each PSA and for consistency in operations, all ICC/UC sites
should offer a minimum of 6 appointments per day.• Ambulatory PSA leaders will be responsible for ensuring a minimum of 80% of historical peak
asymptomatic testing.• If sites have available capacity and are not experiencing significant patient flow issues/wait
times, additional slots should be offered beyond the minimum. Most sites today have more than the minimum number of slots.
• Ambulatory PSA leaders will have discretion managing the post-virtual visit schedules in terms of hours of operation.
• Ambulatory PSA leaders may choose to open alternative sites of care and may submit a request to Jon Kluge and Tim Wemple for review and approval is it meets the established guidelines.
Minimum Capacity ExpectationMinimum Capacity Expectation for Each PSA - If 80% of Daily Max Peak
Capacity Minimum Daily
Number of Days in 6 weeks Exceeding
IL 161 6Central Chicago 70 1Dreyer 22 8Near North West Suburbs 1 2North Illinois 15 4SouthSuburbs SouthChicago 78 4
WI 246 5Central Wisconsin 82 2Greater Milwaukee 87 2North Wisconsin 62 5South Wisconsin 50 5
Grand Total 406 5
Current Post VV Schedule• To view a summary of the current schedules in your market please click on
the link below.• This link is provided as a resource to confirm availability of enough
appointment slots.• In most cases, no changes are needed to the current Post-Virtual Visit
resource schedules . Most sites are meeting the minimum requirement of 6 appointments and most markets are exceeding the 80% minimum of the historical peak.
Click here to view current schedules.
Website Updates• Symptom checker will become more prominent for scheduling
asymptomatic testing on the COVID Resource Center,IC/UC/ACW pages and other places consumers are finding testing information• This change will direct patients to the LiveWell landing page to
login in or create an account• An alternative workflow for patients with technology or other
barriers will direct them to call the COVID Hotline to reserve an appointment.
Tools for team members• Overview of scheduled asymptomatic testing workflows
• Slides• Webinar recording
• How to send an invitation to activate a LiveWell account• Epic tip sheets:
• MyAAH Self-Scheduling Workflow• Printing results• Asymptomatic vs symptomatic testing in Urgent Care/ICC/ACWs• Patient walk-in workflow
Tools for patientsPrint and provide these handouts to patients based on their needs:• How to set-up/activate LiveWell account + access
test results (2-sided)• About your COVID-19 test results• How to set up adult/child proxy access (2-sides)
Proxy Access When to direct patient to the LiveWell support team Someone other than birth or adopted parent requesting proxy
access (2-3 days) Demographic information doesn’t match Patients needing assistance with portal activation or navigating the
portal
FAQs When will I receive my results?
Test results will take between 24-48 hours to process. How much does the test cost?
$160. Will be billed to patient’s insurance or patients may self-pay and self-pay discount will apply.
Can I see a provider? Yes, patients can do a Virtual Visit online or come to any Urgent Care/ICC
How will I receive my results? Will someone call me? Results will be available via the LiveWell App. They will also receive their
results via mail 5-7 days after the test. How can I get a return to work/school note?
Since the patient did not see a clinician, we will not provide a return to work note. We are providing the test result only.
Is testing recommended for patients who have previously tested positive? No, because you can test positive for up to 90 days it is not recommended
that you retest in that timeframe.
FAQs• What if a patient requests that we complete a form for an asymptomatic
test for the purposes of travel or other reasons?• We are beginning to observe that some patients are requesting forms to be
completed.• This is outside of the scope of the asymptomatic testing only workflow.• Forms need to be completed by a provider.• Contact your manager. Most sites charge a normal fee for forms completion,
e.g., $25• We are a hospital-based urgent care site. Do we need to complete a
medical examination of the patient?• Workflows would not differ for these sites. As part of our standard workflow we
are screening all patients for symptoms.• Asymptomatic patients do not need a medical examination• Symptomatic patients should instructed to see a provider to be evaluated
Summary – Ensure your site is PreparedAll urgent care/immediate care sites are expected to have completed the following by Nov 1st to demonstrate readiness:
• Patient facing materials are printed• Team members have role played the scripting• Team members can identify common barriers (language, technology challenges,
etc.)• Front desk teams are familiar with the process of screening walk-in patients and
presenting them with options for appointments and adding them to the schedule• Team members have taken 5 minutes to personally familiarize themselves with
LiveWell by having signed in, located the section on COVID testing and walked through the steps of scheduling (be sure to STOP before confirming an appointment)
• Team members, both front desk and clinical, are familiar with the alternative workflow of printing results for patient pick-up when patients have barriers to accessing LiveWell.
Adding a New Post Virtual Visit Testing Site
Use Go-live Checklist: Post-Virtual Visit Testing Site
• Create your resource schedule• Team member training and education• Order supplies• Communication: Refer to the operations toolkit for team member, clinician
and patient communication resources.
• Contact Lorene Pesole for additional information about getting started