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The answering service collects demographic and chief complaint information and enters it into the Triage Logic software so the call becomes available for nurse review.","Answer",{"name":66,"@type":61,"acceptedAnswer":67},"What data must non-clinical staff collect and how is it validated?",{"text":68,"@type":64},"Non-clinical staff collect and confirm defined demographics such as first name, last name, date of birth, call back number, and reason for call. Collected information must be validated with the caller, including spelling, date of birth, and phone number, while limiting collection to necessary defined data under HIPAA.",{"name":70,"@type":61,"acceptedAnswer":71},"Are non-clinical staff allowed to make medical decisions or perform clinical activities?",{"text":72,"@type":64},"Non-clinical staff are not permitted to perform clinical activities or make medical decisions. Calls must be entered into the system for nurses, except for specified non-clinical information requests and client-defined callback during office hours for non-clinical situations.","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},262191,1790071738,{"code":4,"msg":82,"data":83},"success",[84,89,94,99,104,109,114,118,123],{"id":85,"doc_module":22,"doc_module_name":25,"category_name":86,"show_sort_weight":87,"slug":88},11,"Presentations",90,"presentations",{"id":90,"doc_module":22,"doc_module_name":25,"category_name":91,"show_sort_weight":92,"slug":93},12,"Resumes",80,"resumes",{"id":95,"doc_module":22,"doc_module_name":25,"category_name":96,"show_sort_weight":97,"slug":98},14,"Invoices",70,"invoices",{"id":100,"doc_module":22,"doc_module_name":25,"category_name":101,"show_sort_weight":102,"slug":103},15,"Posters",60,"posters",{"id":105,"doc_module":22,"doc_module_name":25,"category_name":106,"show_sort_weight":107,"slug":108},16,"Social Media",50,"social-media",{"id":110,"doc_module":22,"doc_module_name":25,"category_name":111,"show_sort_weight":112,"slug":113},17,"Forms",40,"forms",{"id":115,"doc_module":22,"doc_module_name":25,"category_name":29,"show_sort_weight":116,"slug":117},18,30,"letters",{"id":119,"doc_module":22,"doc_module_name":25,"category_name":120,"show_sort_weight":121,"slug":122},21,"Paper Templates",5,"papers-templates",{"id":124,"doc_module":22,"doc_module_name":25,"category_name":125,"show_sort_weight":4,"slug":126},158,"General","general-158",{"code":4,"msg":82,"data":128},{"doc_id":79,"user_id":129,"nickname":42,"user_avatar":130,"doc_module":22,"category_id":115,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":136,"language":137,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":138,"faqs":139,"seo_title":140,"seo_description":12,"update_tm":141,"read_time":142},1099525198933,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","Call Center Policy and Procedure Manual  \nTriageLogic, LLC  \nVersion 6.0  \nOriginal: November 2013  \nLast update: February 3, 2020  \nApproved by:  \nCALL CENTER POLICY MANUAL  \nTABLE OF CONTENTS  \nI. Non-Clinical Staff (NCS)  \nA . Qualifications H CC4a .................................................................................... 4  \nB . NCS Roles and Responsibilities 1. Answering Service Policy for Incoming Phone Calls HCC4b, HCC18a ........ 4  \nC . Non Clinical Staff Training  \n1. Non Clinical Staff Training Policy and Procedure H CC4c .......................... 5  \nD . Non Clinical Staff Supervision ........................................................................ 7  \nE . Non Clinical Performance Standards  \n1. Policy for Monitoring Telephone Performance Standards HCC10 HCC 11 .. 7  \nII. Clinical Staff (CS)  \nA . Medical Director Oversight HCC2 1. Medical Director Job Description H CC2a ................................................ 8  \n2. Physician Consultation Policy H CC2a, b ................................................. 10  \nB . Clinical Staff Qualifications HCC5 1. Telephone Triage Nurse Job Description HCC5a ............................... 11  \n2. Clinical Staff Credentialing HCC5a Core 30 a-d ............................... 13  \nC . Clinical Staff Roles and Responsibilities -HCC9 HCC18a  \n1. Operational Policy for T ri aging Incoming Patient Messages and Returning Patient Telephone Calls H CC5a, H CC^a, HC ClSa ................................................... I 8  \nD . Clinical Staff Training HCC19/HCC20  \n1. Clinical Staff Training Policy .............................................................. 19  \n2. Procedure for Special Circumstances/High Risk Cases ....................... 23  \nE . Quality Management Program Core 18, 19, 20, 21, 22 .................................. 26  \nF . Clinical Staff Performance Standards  \n1. Operational Procedure for Patient Call Intake H CC 13 .......................... 37  \nIII. Call Center Technology  \nA . Software Platform Functions and Capabilities - HCC 1 7 , 1 8 , 1 9 , 2 0 , 2 1 , 2 2 38  \nB . Reporti ng Tools H CC 16 .......................................................................... 39  \nC . Clinical Triage Protocols / Annual Protocol Review Policy- HCC 6 , HCC 7 , HCC 8 .... 4 0  \nD . Information Management Core 1 3 ......................................................... 41  \nE . Busi ness Conti nuity Core 14 ................................................................... 42  \nF . Information Security Policy Core 1 5 ....................................................... 45  \nG . HI P AA Compliance Policy ...................................................................... 49  \nCALL CENTER POLICY MANUAL  \nI. Non-Clinical Staff (NCS)  \nA. Qualifications-HCC4a The answering service is a delegated service and establishes their policies and procedures for hiring and training the non-clinical staff. TriageLogic only contracts with answering services that provide medical answering services as a core business.  \nB. NCS Roles and responsibilities  \n\n| This policy/procedure applies to:\u003Cbr>  Triage Logic\u003Cbr>  Phone RN\u003Cbr>  PRN | Effective Date: 11/13/13 |\n| --- | --- |\n| Name of Policy/Procedure: Answering Service Policy for Incoming Phone Calls | Most Recent Revision Dated: |\n| Policy \\#: 19 | Most Recent Review: |\n\nHCC4b HCC18a  \n1. General summary: Patients/callers access triage services either by calling an assigned telephone number specific to the participating physician's office, or as a call forwarded to our contracted medical answering service. The answering service staff obtains demographic data and a basic \"chief complaint\" and enters this information into our Triage Logic software  \nsystem and forwards the callers message to the triage nurse call queue.  \n2. Procedure: The patient's calls are answered directly by a live medical operator HCC13a orin the event all operators are assisting other callers, the caller will be greeted by a t","cbCaihGNik7s1sYU","https://ap.wps.com/l/cbCaihGNik7s1sYU","pdf",665035,56,"English","# Non-Clinical Staff (NCS)\n## Qualifications\n## Roles and Responsibilities\n## Training\n## Supervision\n## Performance Standards\n# Clinical Staff (CS)\n## Medical Director Oversight\n## Clinical Staff Qualifications\n## Roles and Responsibilities\n## Clinical Staff Training\n## Quality Management Program\n## Performance Standards\n# Call Center Technology\n## Software Platform Functions and Capabilities\n## Reporting Tools\n## Clinical Triage Protocols and Annual Review\n## Information Management\n## Business Continuity\n## Information Security and HIPAA Compliance","[{\"question\":\"How are incoming calls routed and documented before nurse review?\",\"answer\":\"Patients/callers reach triage services via an assigned number or a call forwarded to the contracted medical answering service. The answering service collects demographic and chief complaint information and enters it into the Triage Logic software so the call becomes available for nurse review.\"},{\"question\":\"What data must non-clinical staff collect and how is it validated?\",\"answer\":\"Non-clinical staff collect and confirm defined demographics such as first name, last name, date of birth, call back number, and reason for call. Collected information must be validated with the caller, including spelling, date of birth, and phone number, while limiting collection to necessary defined data under HIPAA.\"},{\"question\":\"Are non-clinical staff allowed to make medical decisions or perform clinical activities?\",\"answer\":\"Non-clinical staff are not permitted to perform clinical activities or make medical decisions. Calls must be entered into the system for nurses, except for specified non-clinical information requests and client-defined callback during office hours for non-clinical situations.\"}]","Call Center Policy and Procedure Manual - Version 6 - Operational Guidance | PDF",1789360207,20]