i. Polite, diplomatic and courteous.

ii. Accurate and timely messages are developed on appropriate form and further communicated to appropriate staff.

i. Name, birth date, phone number and address are correct.

ii. Correct insurance information, Policy name and ID number.

iii. Insure body part being treated is included in registration.

iv. Insure referring physician is included in registration.

i. “New Evals” are offered appointments within 48 business hours, if office can’t accommodate, then please recommend availability at another ITT office. If a patient wants a particular clinic or provider and is willing to wait longer, that is acceptable.

ii. Be mindful of scheduling patterns; avoid double booking, if possible.

iii. Select correct appointment type.

i. Verification of insurance. (Navinet or Website or Call)

ii. Detect if authorization is required and if so, secure.

iii. Create document chart (red or blue folder)

iv. At this point, insure Cerner registration is complete and accurate with:

i. Insure rehabilitation prescription is received.

ii. Collect co-pay.

iii. Insure all documents have appropriate signature from patient and/or guardian.

i. Be very conscious about Protective Health Information. Consider who else can hear your conversations be it at the window or on the phone. You may have to ask the patient to have a seat as you are working with another patient or if you are on the phone.

ii. Be professional at all times.

iii. Remember everybody you interact with is a customer.

iv. Remember, you are the first contact person with the patient.

v. Remember dress is business casual.