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PROTOCOLS

Laboratory Calls- need to be transferred to back office 
If you have any questions please ask your immediate supervisor before calling clinic staff or clinic manager. 

The MST ( Medical Support team)  is a group of Medical Staff as front office, back office, manager and the provider working on the floor.  

 

MST is in charge to take care of  the patients transfer by the Customer Service Department OCS who need help with medical questions and  resolve simple problems such as; if the Patient can continue taking the medication,,change doses Medications , etc , some calls will be solved by the front  office, some other will escalate to the manager or the provider  accordingly.  

 

This patient will be placed by the agent through an IMS Email (reminder) under the category of Medical Support Team.

MST 

Forms

Forms to be filled: SEND  MST
Disability or extension for EDD: Patient must be seen by provider first, if provider approved disability there is going to be a note on visit note with extension date and/or doctor excuse note will be in chart.
Sport Px: Patient must be seen.

INS

INS physicals / Immigration 
We can offer an appointment or offer patient to walk in to clinic; before sending patient as a walk in please confirm with front office first. Exact prices, process time and the rest of information will be given by clinic staff.
"Send patient before 2:00 pm as walk in

Doctors Calls

Doctor to Doctor call 
If a doctor, physician’s assistant, radiologist, nurse or any other health care entity calls requesting to speak to a doctor regarding one of our mutual patients, this call should be reported to clinic supervisor.
Supervisors will transfer call to Dr. Rios if needed. 

Imaging

Health care imaging (Radnet) results not on file 
If results are not in chart you can ask Sarvia to check on Health Care Imaging web portal to check if reports is ready and she will upload in to IMS and link it to order so it can be forward to provider who ordered it so they can review results.
In house reports that are not on file- You need to send MST
If imaging results are in chart but there isn’t any follow up 
If you notice that provider has not signed or reviewed result, and it has been more than 2 weeks from date result were received, book an appointment for patient, select option on result “prompt me on next appointment” so provider can be notified on appointment date.

Lab

Surgery Clearance

Ultrasound Instructions 

1. Fasting for 8 hours. Nothing to eat or drink 8 hours prior to exam.
1. Follow your regular eating habits
2. One hour prior to your exam time, drink 64 ounces of water. DO NOT EMPTY YOUR BLADDER.

Surgery Clearance

Whether the patient need a prep op order or a clearance for surgery needst to schedule an appointment. For more info click here.

Home Health

If you receive a call from Home Health requesting a verbal  authorization to visit a patient that was discharged of hospital and ONLY if its a RSW patient , we need to transfer the call to Leo Amador or Sandra Ramirez from the RSW referral department.

For any other patient (insurance) we need to let them know that they have to send a fax request with the specifications of what they need.

Patient Passed Away Notification

"If we make call or receive a one in regards one of our patients passing away we need to ask:                                                    
* Whom is calling?                              
* The date the patient passed away                                                                                    * Phone number to contact the relative or person calling?

(if more information needed)                                                      

"Remember  we need to be VERY EMPHATIC when asking those questions, Relatives are going through a rough time.  For more information please click here.

In-House Ultrasaund

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