MA extern guide- OSITA health clinic

Who is the supervising physician at Osita Health Clinic?

Dr. Danielle C. Williams

Does Dr. Danielle Williams see patients?

No, she is a supervising physician only

What should you tell patients who request Dr. Williams?

She is supervising; they will see an NP or contact insurance for a doctor

What happened to Dr. Josephine Agobowo?

She is phasing out of the clinic

Who is Sandra Eaton?

Esthetician who performs cosmetic procedures

What procedures does Sandra Eaton perform?

Botox, lip filler, microneedling, chemical peels

How do you schedule esthetician appointments?

Write patient info on clipboard; Sandra will call back

What info is needed for esthetician requests?

Name, DOB, phone number, procedure, Groupon info

Who are the Nurse Practitioners (NPs)?

Rosemarie Tarampi, Dianne Angeles, Christiana Umeh

Which NP works Monday?

Rosemarie Tarampi

Which NP works Tuesday?

Dianne Angeles

Which NP works Thursday–Saturday?

Christiana Umeh

What days is the clinic closed or no patients?

Wednesday (no patients), Sunday (closed)

What are MA extern responsibilities?

Answer calls, upload faxes, take vitals, refill prescriptions, schedule/confirm appointments

What system is used for scheduling and charts?

Emed Practice

What is Spruce used for?

Faxes and missed calls

What is Availity used for?

Insurance verification

What must you always verify on calls?

Patient full name and DOB

What should you write during calls?

Name, DOB, chart number, reason, callback number

What is the opening phone script?

"Hi Osita Health Clinic, how can I help you?"

What should you do when putting a patient on hold?

Mute the phone

When should you escalate a call?

If unsure, ask externs before front desk

Who handles referrals/labs questions?

Tyria

Who handles procedures and vitals questions?

Lucy or Genesis

Who handles admin/billing questions?

Umeh

What must you ask before scheduling in-person visits?

If patient can walk up stairs

How do you schedule existing patient appointments?

• Go to Emed → Appointments → Appointments

• Select the day and choose the correct NP to see available slots

• Double-click an available slot to open the booking box

• Enter patient name, DOB, and reason for visit

• Click save

What is required for new patients?

In-office visit only

What insurance restriction exists?

No new patients with only Alameda Alliance or Medi-Cal

Which days for new patients?

Monday (Rosemarie) or Tuesday (Dianne)

Latest time for new patient appointments?

4:30 PM

What must new patients bring?

ID and insurance

What are rules for phone appointments?

Existing patients only, seen within last year

When should phone appointments be scheduled?

End of day

What are immigration appointment rules?

In-person, 1 hour apart

Who performs immigration physicals?

Christiana Umeh

Cost of immigration physical?

$285

What should patients bring for immigration?

Vaccines, ID, insurance

When to schedule prescription-only appointments?

No refills, inactive meds, controlled meds, not in chart

How recent must visit be for refill?

Within 4 months

When to schedule lab review appointments?

When patients want to discuss results

What are you NOT allowed to do with lab results?

Interpret or give values

What are downstairs appointment times?

Thursday 4–4:15 PM, Friday after 4 PM, Saturday all day

What is double booking allowed for?

Phone appts and non-Saturday visits

What is NOT allowed for double booking?

Saturday in-office visits

How do you cancel appointments?

Mark “patient cancelled”

How do you refill prescriptions in EMED?

Clinical summary → prescriptions → eRx → confirm pharmacy → send

When can you NOT refill prescriptions?

Controlled meds, inactive meds, not in chart, no recent visit

How do you add a pharmacy?

Clinical summary → demos → pharmacies → search and add

Where to check referral status?

Communications tab

Who do you ask about referral status?

Tyria

How do you check lab orders?

Clinical summary → labs & orders

What is required before faxing labs?

Front desk approval

What is required before releasing visit summary?

Front desk approval

How to release visit summary?

Encounters → view summary → fax

When should appointment confirmations be done?

End of day before appointment

What are confirmation statuses?

Confirmed, cancelled, or blank if no answer

How to access faxes?

Spruce → notifications → printer icon

How to upload fax?

Save file → EMED → documents → upload

What must you include in Spruce note?

Chart #, source, date

What is a HIPAA violation with faxes?

Uploading multi-patient doc to one chart

What to do if fax needs signature?

Print, label, place in tray, note in Spruce

What to do for prior authorization fax?

Print, label, tray, Spruce note

What to do for refill request fax?

Attempt refill or schedule appointment

What to do if document too large?

Split into ≤20 pages

What if patient not in EMED?

Note “Not an established patient”

What vitals are required?

Weight, height, BP, HR, temp, O2

What are optional vitals?

Respiration

Normal BP?

120–130 / 80–90 mmHg

Normal heart rate?

60–100 bpm

Normal O2?

95–100%

Normal temp?

97–99°F

Normal respiration?

12–20 breaths/min

How to take weight?

Zero scale, patient stands, record value

How to take height?

Use height bar, 90° angle, record

How to position BP cuff?

Arrow on artery, snug fit

What is systolic BP?

First sound heard

What is diastolic BP?

Last sound heard

How to measure O2 and HR?

Pulse oximeter on index finger

How to take oral temp?

Probe under tongue with cover

How to take temporal temp?

Forehead scan

How to measure respiration?

Count 30 sec ×2

What is critical after vitals?

Hand hygiene

Where to chart vitals?

EMED → appointment → vitals

Why double-check vitals?

Avoid negligence lawsuits

General tip for calls?

Write everything down

How many phones must remain in room?

At least 2

Who should you ask first if unsure?

Other externs

Why double-check EMED entries?

Avoid HIPAA violations and errors