AirMethods PAC Study Guide latest updated

24/7 telephone # for DPL - CEO of Airmethods - Aaron Todd President of DPL - Wayne Sensor Manager of Training - Lisa Housler How are breaks handled at DPL - workforce will email your schedule, (2)15min breaks & 30min lunch how vacation time, sick time, and bereavement leave are handled and how they are accrued & what happens if you exceed either one - vacation is scheduled at least 24hr advanced, sick time (asap), bereavement is 4 consecutive for current immediate family member, 2 con/days for extended family. Accural= 3.5hrs per paycheck. Sick= 1.8hrs per paycheck. if you exceed sick hrs, they will use vacation hrs. What is the T:Drive and why is it important - it is a resource drive/folder. Reference materials/ information for all our hospitals protocols, etc Understand the chain of command DPL - PTF-PAC-OPERATIONS LEADOPERATIONS SUPERVISOR- OPERATIONS MANAGER- OP DIRECTORPRESIDENT Understand the importance of customer service - we are representing our hospital Understand the importance of logging out of instant messenger prior to logging in to citrix - you wont be able to open IM in citrix if its open on your main desktop Understand what information you can access on ULTIPRO - payroll website, changer address, password, direct deposit, etc Be familiar with policies - Attendance, Cell Phone, Gossip, Dress Code, Fire Safety, Tornado Safety, On Call Understand what HIPAA stands for and what it entails - Health Information Portability Accountability Act Know what PHI is and understand that all documents with PHI must be shredded - Protected Health Information Know the difference between and give an example of both Internal and External customer - Internal-air methods contracted entities, External- non air methods entities (UNMC, Methodist) Understand why its important to document each and every transfer request - Legal document, provide analytics, supporting documents Understand why all calls are on a recorded line - For quality control and training purposes, protect employees and hospitals, and legal record Understand how to fill in the social security field in the database if you don't have proper information - 0000 Know how to fill in the DOB field if you don't have the information for adult & pediatric - Adult 01/01/1990 pediatric 01/01/2000 Know and understand the EMTALA questions and why they are important - The purpose of EMTALA, so that patients are not denied treatment (patient dumping). Is this referral a medical emergency at this time. Does your facility have the equipment to care for patient. What are you lacking Know what is meant by the term dumping is the reference to transfer requests - When hospital transfer patients because they have no way of paying for treatments Understand that if you fail to ask the EMTALA questions what should you do - Call back and ask them Know who can and can't call in a transfer request for a patient - Hospital employees where patient is located can call TC. Patients, family members, friends cannot call in TC Know what to do and what to say if a patients family members calls the tc to check on transfer - Refer them back to the hospital where the patient is being treated. We cannot provide the name of hospital Understand what needs to be done following a bed assignment even if you are not the primary in the transfer - Call/notify the sending hospital, continue working the call and move forward with that call Understand what listening out loud means - Using verbal ques to show caller that you are paying attention Understand what QLC means - question listen and confirm. Ask if you don't understand, listen and confirm you understand Understand what an affirmation is and be able to give examples - Letting the other party know what you're next step is Understand what controlling the call means and be able to give a few examples - keep it on track, prevent other caller from providing information not needed Know how to instill customer confidence at the end of an initial intake - give affirmation statement, yes I will get this transfer started for you, will there be anything else I can help you with Know the 4components of acceptance and what canned messages are used to document them - Acceptance- patient accepted, bed type, offer transportation, updates. Accepted patient, offered transportation, requires updates Know what an intake is and what information is gather during it - Very first call to initiate a transfer (patient info, sending info, receiving info and dx) How do you handle an international transfer - Handle the call the same way as any other transfer What are the 4components of the read back process - First & last name, DOB, receiving facility, and sending facility & city What is on the O drive - faxes Know what HBS, CBS, GRD & NON AM stands for - Hospital based service, community based service, ground & non air methods