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Reform and Transform: Ensuring the Right Skill Mix for Primary Care Margaret Flinter Vice President & Clinical Director CHC Inc. February 8, 2010 TwDwT. A. A
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Page 1: Reform and Transform: Ensuring the Right Skill Mix for ...

Reform and Transform: Ensuring the Right Skill Mix for

Primary Care

Margaret Flinter Vice President & Clinical Director

CHC Inc. February 8, 2010

TwDwT. A. � A�

Page 2: Reform and Transform: Ensuring the Right Skill Mix for ...

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Page 3: Reform and Transform: Ensuring the Right Skill Mix for ...

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CHC Inc. and the State of CT

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Page 4: Reform and Transform: Ensuring the Right Skill Mix for ...

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Page 6: Reform and Transform: Ensuring the Right Skill Mix for ...

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Page 15: Reform and Transform: Ensuring the Right Skill Mix for ...

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Page 16: Reform and Transform: Ensuring the Right Skill Mix for ...

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Page 17: Reform and Transform: Ensuring the Right Skill Mix for ...

Receptionist Competency Checklist

Competency Operational definition Measurement method Verbalizes/ Demonstrates

Correct Behavior- Date

Initials of Reviewee

Initials of Reviewer

Make announcement on overhead page system Uses correct code/"[Name], please call ext. xxxx" Simulated skill demo Answer telephone promptly Within 30 sec. Service level in ACD by individual Verbally interact with patients per CHC scripts Follows dental, medical and behavioral health script. Phone monitoring and direct

observation Use the language line Follows written instructions. Correct language identified and

translator on line. Transfer telephone calls Successful transfer. Skill demo Record telephone encounters with pertinent information in ECW and on paper as appropriate. Hub update pharmacy.

Uses written English adequate to clearly communicate content of message; brevity; lack of ambiguity; timely transmission, list pharmacy; record name of person calling and tel. number where they can be reached. Spell checks. Appropriate content.

Check with Shanti. Review of five appts on five different days.

Route messages to triage nurse or providers Timeliness of routing. Follows appt allocation guidelines. Follows guidelines for paging nurse.

Review of messages.

Update patient pharmacy information in ECW Complete and accurate info. Feedback from pts

Use appointment allocation guidelines correctly Appointment Allocation Guidelines. Feedback from nurses , providers and supervisor

Apply advanced access guidelines to schedule appointments

Appropriate mix of appts. Smart scheduling process. Balanced schedule for providers. Visual check based on color codes of one day's schedule. Acceptable/Unacceptable rating.

Schedule, cancel and reschedule appointments Apts are correctly entered and documented in Centricity: appropriate appt type selected, note in appt as to appt reason, apt scheduled with appropriate provider, recall is attached, pt demographic info verified, authorization for Beh. Health attached.

Review of five appts on five different days.

Process check-in and no show patient appointments Correct in notation in system. Ensure correct demographic, pharmacy and insurance Info .Record no shows in encounter for provider if appropriate.

Direct observation of a patient check-in.

Respond appropriately to walk-in appointments Says, "We discourage walk-in appts. Our preference is to schedule an appt for the provider you want to see. " or "If you would like to establish care here, we will set you up with an ATC appt who can register you for care here."

Anecdotal review and skill practice

Register patient in Centricity, fully populating required fields

Name, address, DOB, sex, SS #, insurance, tel #, guarantor info if under 18 yo, release of info, HIPAA form, current sliding fee scale. Obtains email address or populates field with “none” or “refused."

Pull five pt records

Respond appropriately to angry or agitated patients Treats angry or agitated patients with respect, and refers patient to senior receptionist or supervisor if needed.

Observation/Patient feedback

Obtain medical release as needed Correctly completes medical release in terms of date, person providing info, what info is needed, to whom request is going, reason for request, statement that pt is transferring out, patient signature, length of time for release, witness.

All reqd info is included and correct

Obtain and scan required documents into ECW Proof of income, insurance cards, profile and HIPAA. Scanned to correct pt record and assigned to appropriate person.

Direct pt record audit -- frequency based on perf. Record of employee

Fax info from ECW (medical receptionist/medical records clerk only)

Uses FAX prompt in ECW. FAX completion records in ECW

Update patient information in Centricity Name, address, DOB, sex, SS #, insurance, tel #, guarantor info if under 18 yo, release of info, HIPAA form, current sliding fee scale. Obtains email address or populates field with “none” or “refused."

Feedback from pts, Pt Accounts and nurses

Confirm appointments with patients Pts called day before appt. and message left if person not reached. Pull five pt records AR�

Receptionist Competency Checklist

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TwDwT. A. � Tx �

l � 0h� er l � � �h py �

f � (� � I (e � c �

� � p� � c � � � � (p� : e (oCc2� � c � � � � yC: � � � P(� t i CP� D<AN. � � �

� � � � Cy� � � CcP� c :Cy� � � (i c : � nCc2� � : � u� pP� (� � up(yC� � p� yC:CP� A<NT. � � �

� � � � Cy� � � CcP� c :Cy� � � (i c : � nCc2� � c � � t i � nC� � � � � (p� up(2p� e � A<TqD�

� c p(nn� � � Cc � � p(2p� e � ET. �

� (e un� P� � � � p(2p� e � AEE�

� y� Cn� � n� � � (p� � (nn(I Fi u� RT�

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•  f S �e � � � hr f a� � h�•  � �� 0  0t � h�

•  � a�� t � � � � �e �/ � S � el �

•  e� r aS � t r e� � � � 8er  r /p�

•  � � � � ah80v �

  �  0e0� �   �  � �� � ah80v �

  � n� � f t 7� �  � �� � ah80v �

TwDwT. A. � TR�

e� a�h laf � l f a� �

Page 28: Reform and Transform: Ensuring the Right Skill Mix for ...

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Tg  � 0    � 4� �1 � � 0eb� a� s f 0a� S � elh� � r a� v � t � el � � � el � a� � � S � � 0� �   � 8r S � �

qg  � 0    � S �1 � � S � � 0� �   � 8r S � � h� a70� � h� � 7�0  ��  � � l r � hS �    � va�� t � � h� r e� �� 4f t  0lpb� r a�� r S S f e0lp� � �h � � � S r � �  �

&g  � ar 70� � h� hf vvr al � �e � � � r �� 80e/ � l r � va�� t � � h� � r a� 0S v  � S � et e/ � � � �e � � S � � 0� �   �8r S � �

Eg  � a� � l � h� � r S S r e� r f l � r S � � a� vr at e/ � � e� � � � e� 8S �a 1h�

xg  el � /a� l � h� vf �  0� � 8� �   l 8� va0r a0t � h� � Qlr � � � � r wr � � h0lpfi� 0elr � va07� l � � 0ehf a� e� � � v  �e h�

Rg  � r S � 0e� h� �    � vf �  0�  p� � f e� � � � 8� �   l 8� � a� <� 0e�  f � 0e/ � hl � l � � � S v  r p� � h� 0elr � r e� � v  �e �

Health Reform in CT

TwDwT. A. � TD�

Page 29: Reform and Transform: Ensuring the Right Skill Mix for ...

TwDwT. A. �TN�

Page 30: Reform and Transform: Ensuring the Right Skill Mix for ...

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� 0a� � l r a<� � � 0l6S �e � � � el � a� � r a� eer 7� t r e�

� r S S f e0lp� � �  l 8� � � el � a<� e� g� � i i i g� 8� Ag� r S �

S � a/ �a � l 3 � 8� Ag� r S � �

Dx. gq&RgxNRA� � � nlg� qxTT�

� r S S � elh� r a� � f � ht r eh� u��  � �h � � � r el �� l L�

TwDwT. A. � q. �