CHI Franciscan Patient Access Scheduling Process Hospital and

CHI Franciscan Patient Access Scheduling Process Hospital and ED-follow up appointments Hospital and ED-PCP needed appointments June 6 th, 2017

CHI Franciscan Operational Plan Hospital/ ED Follow Up Appointment Scheduling Hospital and Emergency Department staff are able to utilize the FMG Patient Access Department to schedule patients for an appointment with a Primary Care Provider upon discharge. Contacting the FMG Patient Access Department • Phone | 1 -844 -FMG-APPT (1 -844 -364 -2778) or 253 -792 -2372 Hours: Monday- Friday 7: 00 am-6: 00 pm Information Required over the phone: • • Patient’s first and last name Patient’s MRN Patient’s DOB Patient’s phone number Patient’s insurance coverage (if applicable) Diagnosis How soon the patient needs to be seen 2

CHI Franciscan Operational Plan Hospital/ ED Follow Up Appointment Scheduling • Email | FHSCall. Center 2@catholichealth. net Hours: Available 24/7, but emails will only be addressed Monday-Friday 7: 00 am-6: 00 pm Information Required in the body of the email: • • Patient’s first and last name Patient’s MRN Patient’s DOB Patient’s phone number Patient’s insurance coverage (if applicable) Diagnosis How soon the patient needs to be seen 3

CHI Franciscan Operational Plan Hospital/ ED Follow Up Appointment Scheduling FMG Patient Access Department PAR Scheduling Process • Upon receiving the phone call or email from the hospital, the PAR will pull up the patient’s account in Epic. Phone Call: • With the hospital employee on the line, the PAR will schedule the appointment with a Primary Care provider according to the time frame specified. If the hospital is requesting the patient be seen by a Specialty provider, the PAR will update the patient’s demographic information in Epic and warm transfer the call to the requested specialty department for scheduling. • Hospital staff will communicate all appointment information to the patient. 4

CHI Franciscan Operational Plan Hospital/ ED Follow Up Appointment Scheduling FMG Patient Access Department PAR Scheduling Process Email: • The PAR will call the patient on the phone number listed in the email, and schedule the appointment with a Primary Care provider according to the time frame specified by the hospital. If the hospital is requesting the patient be seen by a Specialty provider, the PAR will call the patient in order to update their demographic information in Epic, and warm transfer the call to the requested specialty department for scheduling. • The PAR who schedules the appointment will communicate all appointment information to the patient. • The PAR will document the appointment information on a tracking spreadsheet, and follow up with the patient as-needed. 5

CHI Franciscan Operational Plan Hospital/ ED Follow Up Appointment Scheduling- Toll Free Line TOLL FREE CALLS: Total Number of Patients Contacted/ Scheduled Per Month NUMBER OF PATIENTS Appt Scheduled No Appt Scheduled Completed Appt Cancelled Appt No Show Appt 250 200 150 13 15 12 19 100 50 47 49 56 131 100 152 167 123 23 16 38 125 126 17 15 85 0 January February March MONTH April New to FMG (of scheduled leads) YES 47% NO 53% 6