MSA Onboarding Post Test Fully Solved

Providing excellent customer service is one of the VA Core values. In the VA, who are our customers? (Select all that apply) - Veterans Family members Employee Trainees Mr. Jones, a Vietnam Veteran, calls his Primary Care office requesting an Agent Orange exam. The scheduler is new and not familiar with the requirements of the exam. Select the scheduler's best response to the Veteran. - Mr. Jones, I am not familiar with that exam but will find out who you need to speak with to schedule an appointment. It may take a few minutes, can I put you on hold or would you prefer that I call you back with the information? Select the major causes of workplace stress: (Select all that apply) - Conflicting demands on the job Insufficient resources Not feeling appreciated What information should a scheduler use to pull a Veteran up in the VSE application to ensure the correct patient is selected? (Select all that apply) - First initial of last name and last 4 digits of SSN# Last name, first name Space bar + Search button will bring up the last patient you searched in vista/CPRS Open RTC appointment requests are to be acted on within how many business days of the order being created? - 2 days When would you cancel an appointment by clinic? (select all that apply) - patient cancels their appointments The patient is deceased When the patient is contacted by the clinic to be moved up to an earlier appointment ''Time Sensitive Appointment" is an appointment that, in the clinical judgement of the provider (Select all that apply) - Must occur within 24 hours of request Require #NLT# in the comment field of the appointment When an established patient has no showed to an appointment, the provider must enter a new RTC order before the scheduler can reschedule. - True John Doe walks into Primary Care and requests to see his provider today. He is not feeling well and was not able to get through on the telephone. The patient does not have an appointment. What steps does the scheduler take? - Scheduler contacts the triage nurse, the nurse makes the determination that the patient must be seen, the scheduler enters the patient as an unscheduled appointment to see the provider.