Telephone Encounters

 What should NOT be a phone note: 

•  Billing questions - Billing 

•   Status of authorization - Sx Scheduling

•  Estimated cost questions - Procedural = Sx Schedulers Other = Billing

•   Attorney calls regarding Status of request for Medical Records - ROI everything else Megan Vigil

•  Treatment questions for an issue that they have not been seen for -  NP/EST NI Clinic Appointment

 What SHOULD be documented in your phone note (Admin Staff) 

•  Who the Caller is and their relationship to the patient 

• Telephone number for caller 

•  Reason for call and pertinent information to assist the provider team during return call. Record facts in ab objective manner; avoid needless commentary  

• Medication Refills: 

•  What are they taking? How much do they have left? Confirm and notate what Pharmacy they want it sent to. If Pharmacy is not in eCW to add to chart obtain Pharmacy Name, Phone, Address and fax  

Physical Therapy Orders:

1.Look to see if there is a current PT order in chart, if so fax it

 If NO Current Order: include the PT Clinic Name, location, facility phone number and fax number and date of patients next PT appt. 

Returning Call:

2nd, 3rd call 

Provider Teams: 

~Documentation of action(s) taken or needed to close the phone note 

1. LVM for Return Call 

2. Called NO Answer 

3. Patient needs Follow up appointment in office 

4. Document if Team should be notified when a patient returns call 

Closing of Phone Notes: 

1. Do NOT close a phone note if there are actions pending  

2. LVM for Return Call (close after 3rd attempt and patient has not returned call)  

3.Called NO Answer (close after 3rd attempt and patient has not returned call