Appointment List. 70 Royal Little Drive. Providence, RI Copyright Optum. All rights reserved. Updated: 3/13

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1 Appointment List 70 Royal Little Drive Providence, RI Copyright Optum. All rights reserved. Updated: 3/13

2 Table of Contents 1 Appointment List Overview Appointment List Actions Searching and Sorting Appointments Setting Operator Defaults Appointment Status Appointment Color Coding Patient Tracking Log Dashboard: Confirm an Appointment Confirming an Appointment via the Dashboard Appointment List Reversing an Appointment Confirmation Dashboard: View Appointment Detail Cancelling an Appointment Confirming an Appointment Updating Appointment Status Visit Capture Accessing the Visit Application Capturing a Visit Visits to Charge Modifying Visit Information Deleting Visit Information Dashboard: Open Activities Viewing Open Activities Encounter Forms Encounter Form Options Printing Instant Encounter Forms Dashboard: Check In Dashboard: Transfer Dashboard: Check Out Dashboard: Open Items Viewing Open Items Dashboard: Payments on Account Adding a Patient to the Wait List ii

3 1 Appointment List Overview The Appointment List displays all of the scheduled appointments for the current day. If you have a patient in context, the list only displays appointments for that patient. Additionally, if you selected a Resource in your batch, the list only displays appointments for that resource. However, you can use the filters at the top of the work area to show appointments for all providers, all patients and for multiple days or specific dates. The number displayed next to the Appointment List link on the Dashboard indicates the total number of appointments scheduled for that day. The Appointments application can be accessed from the following locations: The Appointments link on the Dashboard The Appts button on the Name Bar The Appointments tab in Clinical Today 1.1 Appointment List Actions From the Appointment List you can perform the following tasks: Pull a patient into context Confirm an appointment View appointment details Cancel an appointment Print an encounter form Capture visit information Change the patient's status View the patient's open items Enter a payment Add a patient to the wait list View a list of open clinical activities 1.2 Searching and Sorting Appointments Use the search fields above the work list to search for appointments by provider, patient, appointment date or appointment status. When searching in a custom date range, the search is limited to a one month range. You can view non-patient appointment and appointments without visits by selecting the Show non-patient appointments and Show only appointments without visits checkboxes at the top of the worklist. Click the column headings to sort the appointments in the work list by patient, resource, appointment type, appointment type, status, and wait time. 1

4 Appointment List 1.3 Setting Operator Defaults You can set operator specific defaults that control how the appointment list is displayed. Click the Settings icon at the top of the appointments list to display operator setting options. OPERATOR DEFAULTS Field Appointments per page Fit Page to Screen Height Show Non Patient Appointments Show Only Appointments without Visits Description Defines the number of appointments displayed per page. Note: The setting does not apply to the yesterday, today and tomorrow date filters. The application always displays all appointments for these three date filters. Select Yes to maximize the viewing area and display more appointments in the window. Select Yes to automatically show non-patient appointments in the work list. Note: The Status, Wait and Actions columns appear dimmed for non-patient appointments. Select Yes to automatically display appointments without visits in the work list. 1.4 Appointment Status Each status in the Appointments work area is color coded. When the patient s status changes, Optum PM and Physician EMR highlights the entire row in the color corresponding to the status. The status column records the time of each status change and Optum PM and Physician EMR tracks the patient's total wait time in each status in the Wait column. After waiting 10 minutes or more in a status, the wait time turns red. A status of "No Status" means the patient has not confirmed or checked in for their appointment. 2

5 Appointments 1.5 Appointment Color Coding APPOINTMENT COLOR CODING Status Color Description Confirm White Indicates that the appointment has been confirmed with the patient Check In Green Indicates that a patient has arrived for their appointment Transfer Blue Indicates that a patient has been moved to a room Ready for provider Purple Indicates that the patient has been checked in, transferred and is ready to see the provider Check Out Brown Indicates that the patient is leaving the office Note: The check out color is red in the Book application of the Scheduling module. 1.6 Patient Tracking Log The Patient Tracking Log tracks the progress of a patient s visit by logging an entry each time the patient s status changes and each time a patient is moved to a different location. The log displays a time stamp next to each activity and calculates the total time of the visit, beginning at check- in and ending at check-out. To view the Patient Tracking Log: 1. Click the Home module and then click the Dashboard tab. The application displays the Practice 2. Click Appointments in the Front Office section of the Dashboard. The application displays the 3. Locate the appointment for which you want to view the log and then click Actions > Patient Tracking. The application displays the Patient Tracking Log. 3

6 Appointment List 2 Dashboard: Confirm an Appointment Confirming appointments is a common pre-appointment responsibility within a medical practice. It can help to reduce the number of no-show appointments and can also help create a more efficient workflow. Appointments can be confirmed through TeleVox, an automated appointment reminder and confirmation system, or by a staff member making confirmation phone calls. In either instance, when a patient has confirmed their appointment, that confirmation should be entered into Optum PM and Physician EMR. You can confirm a patient's appointments in several places in Optum PM and Physician EMR: In the Book application of the Scheduling module From the Appts button in the Name Bar From the Appointment List on the Dashboard The Appointments tab in Clinical Today 2.1 Confirming an Appointment via the Dashboard Appointment List To confirm an appointment via the Appointments List: 3. Locate the appointment you want to confirm. If necessary, use the filters at the top of the page to filter the Appointment List by Patient, Resource, Status or Appointment date. 4. Click the arrow in the Status column for the appointment you want to confirm and click Confirm on the menu. Optum PM and Physician EMR changes the patient's status to Confirmed. Optum PM and Physician EMR also displays the word "Confirmed" next to the patient's appointment in the Book application in the Scheduling module. 2.2 Reversing an Appointment Confirmation You can reverse an appointment confirmation, if needed. To reverse an appointment confirmation: 3. Click on the appointment for which you want to reverse a confirmation. Optum PM displays the Appointment Details. 4. From the Confirmed list, select N. 5. Click Save. Optum PM and Physician EMR removes the confirmation from the appointment. 4

7 Appointments 3 Dashboard: View Appointment Detail There are several transactions that can take place for a patient's appointment from the Appointment Detail screen such as adding a complaint or note, editing the appointment's location or place of service, linking the appointment to a recall, and changing the duration of the appointment. Though not typically used for this purpose, the screen can be used to confirm appointments and update the patient's appointment status. Most frequently, the Appointment Detail screen is used to cancel patient appointments. 3.1 Cancelling an Appointment To cancel an appointment: 1. Click the Home module and then click the Dashboard tab. The application displays the Practice 2. Click the Appointments link in the Front Office section of the Dashboard. The application displays the 3. Click on the appointment you want to cancel. The application displays the Appointment Details. 4. Click Cancel Appointment. The application displays the Cancel Appointment window. 5. (Optional) Enter a note regarding the canceled appointment in the Notes box. A note saved in a cancelled appointment will always be linked to that cancellation and appears in the History application. 6. From the Cancel Reason list, select the reason for canceling the appointment. 7. Click Cancel Appointment. Optum PM and Physician EMR cancels the appointment and removes it from the schedule. Note: A password may be required to cancel same-day appointments or appointments prior to the current day. If the patient's cancelled appointment was attached to a recall, the recall will become active after the appointment is cancelled. 5

8 Appointment List 3.2 Confirming an Appointment From the Confirmed list, selecting Y and then click Save. 3.3 Updating Appointment Status Entering a time (HH:MM) in the Check In, Transfer, Ready for Provider or Check Out boxes and then click Save. 4 Visit Capture In order to generate claims, charges must be captured for the patient's appointment. The Visit application allows you to capture charges and enter CPT, NDC and ICD-9 codes for a patient's appointment. Note: If a patient is flagged as VIP in the Demographic application of the Patient module, the patient name is displayed as **VIP** in the appointment list unless you have the VIP overrides assigned to your profile. 4.1 Accessing the Visit Application You can access the Visit application via any of the following methods: In the Scheduling module, left-click on a patient's appointment in the Book application. Pull a patient into context, click the Appts button in the Name Bar and select Visit from the Actions menu. In the Home module, click the Appointment List link under the My Lists section of the Dashboard and then left click on patient's appointment. In the Clinical Today module, click the Visit link for a patient listed in the Appointments application. 4.2 Capturing a Visit The Visit window contains a number of applications, but in order to save a visit, you only need to enter the procedure and diagnosis code(s). Please note that a visit can only be edited prior to becoming a charge To capture a visit: 3. Locate the patient in the list for whom you want to enter visit information and then click Actions > Visit. Optum PM and Physician EMR launches the Visit window. 4. Click the Proc link at the top of the window. Optum PM and Physician EMR opens the Procedures application. 5. The Procedure screen contains a list of procedure codes that mirror the CPT codes on the encounter form. Select the check box next to each code associated with the patient's appointment. If you need to search for a CPT code: 6

9 Appointments a. Enter a partial code, complete code or a keyword in the Search box and then click Search. Optum PM and Physician EMR opens the Procedure Search window. b. (Optional) To search for an NDC Code, select NDC Code from the Search Type list and then click Search. c. Click on the desired procedure to select it. The codes selected from the search are pulled into the patient's Visit window. There is no limit to the number of codes you can select. 6. Enter any modifiers in the Mod field next to each selected procedure code, if applicable. 7. If needed, enter the number of units in the Units field for each selected procedure code. 8. Click the Diags link on the Visit window. Optum PM displays the Diagnosis application. 9. The Diagnosis screen displays a list of codes that mirror the ICD-9 codes on the encounter form. Select the check box next to each code associated with the patient's appointment. If you need to search for an ICD-9 code: a. Enter a partial code, complete code or a keyword in the Search box and then click Search. Optum PM and Physician EMR opens the Diagnosis Search window. b. Click on the desired ICD-9 code to select it. The codes selected from the search are added to the patient's Visit window. 10. Click the Save link in top right corner of the Visit window. Optum PM displays a summary of the visit information. 11. (Optional) To check out the patient directly from the Visit application, select the Check out Patient check box at the bottom of the Save screen. 12. Verify the accuracy of the information including the Location, Place of Service (POS), Referring Provider, Insurance, Billing, and Servicing Provider. Note: The referring provider is pulled from the Authorization. If there is no authorization, the referring provider is pulled from the patient's demographic record. If there is no referring provider selected in the demographic, the referring provider is pulled from the batch (if the Default Referral Provider is set to Yes in the batch.) 13. If applicable, link the visit to a case by selecting a Case from the Case list. Note: You can also create a new case by clicking Add next to the Case list. 14. If the visit is linked to a case and you need to enter additional billing information for the case, such as disability dates, authorizations, admission dates, etc., click Edit next to the Case list. 15. Select an authorization number from the Authorization Number list, if applicable. 16. (Optional) Click the EncoderPro.com button to obtain coding information from EncoderPro. This information can be used as a guide to correct the visit information. 17. (Optional) If Real Time Adjudication is available for the payer, you can click RTA to receive preliminary payment information. 7

10 Appointment List About RTA: For some payers, you can begin the claim submission process at the visit entry level and receive preliminary payment information in "real time". Clicking the RTA button saves the visit as a charge and sends it to the ClaimsManager for review. The normal claim submission process will follow, but with an immediate response from the payer regarding the adjudication of the claim. Information such as the insurance payment amount, coinsurance, any deductible and patient responsibility balances will display immediately. Note: It is very important to have a batch open before clicking the RTA button. Note: You must Log a ToDo to Optum PM and Physician EMR Support to turn on RTA for your company. 18. Click Save at the top or bottom of the screen. When the visit is saved, the coding information is sent to ClaimsManager for screening. In addition, Optum PM and Physician EMR automatically checks out the patient on the schedule and a check mark appears next to the patient's name confirming that the visit has been captured. 19. If the ClaimsManager screening triggers an edit, Optum PM and Physician EMR opens the ClaimsManager Edit window. Note: By default, when a ClaimsManager edit is triggered, the visit is automatically held and moves to the Visits On Hold application. If an action option is not clicked, the Hold Visit check box is automatically selected and the visit information is held until further action is taken. If waiting for reports or additional information, you can select the Hold Visit check box to hold the visit and avoid further processing. The held visit is saved under the Visits On Hold application. 4.3 Visits to Charge In Optum PM and Physician EMR, you have the option to save a visit directly as a charge. This eliminates the additional steps of either navigating to the Charge screen to save the charge from the previously created visit or from having to save Bulk Charges via the Missing Encounters link on the Dashboard. Note: You must log a ToDo to Support to have the Visits to Charge feature activated for your group. Additionally, the Visit to Charge button will only be available if the Visit to Charge Privilege is included in your operator role. 4.4 Modifying Visit Information A visit can only be modified prior to becoming a charge. To modify visit information: 1. Open the Visit application for the visit that you need to modify. 2. Edit the information on the Procedure (Proc) and Diagnosis (Diag) screens as needed. To remove a code, deselect the check box next to the code. 3. When the edits are complete, click the Save link in top right corner of the Visit window. Optum PM and Physician EMR displays a summary of the visit information. 4. Verify that the summary information is correct and then click the Save button on the Save screen. 8

11 Appointments 4.5 Deleting Visit Information Deleting visit information removes all of the information previously entered for a visit. You cannot delete the visit information until the visit has been saved for the first time. To delete visit information: 1. Open the Visit application for the desired visit. 2. Click the Save link in top right corner of the Visit window. The application displays a summary of the visit information. 3. Click Delete Enc to erase all of the visit information that was previously entered for the patient. Note: The Delete Enc button is grayed-out when you are saving a patient's visit for the first time. 9

12 Appointment List 5 Dashboard: Open Activities The Open Activities window displays all open clinical activities for a patient with a create date or an encounter date that matches the appointment date. In the Today s Open Activities window (Figure 14), click the link in the Order column to open the activity in a new window. You can access Open Activities in the following ways: Name Bar > Appts button > Actions > Open Activities Home module > Dashboard tab > Practice tab > Appointments Clinical Today > Appointments tab 5.1 Viewing Open Activities To access Open Activities from the Appointment List: 1. Click the Home module and then click the Dashboard tab. The application displays the Practice 2. Click Appointments List in the Front Office section of the Dashboard. The application displays the 3. Locate the patient in the list for whom you want to view open activities and then click Actions > Open Activities. The application displays the Today's Open Activities window. 4. Click the link in the Order column to open an individual activity in a new window. 10

13 Appointments 6 Encounter Forms Encounter forms are used to record procedure and diagnosis codes for a patient's appointment. Typically, encounter forms are printed in a batch based on the appointments scheduled in the Book application. Encounter forms are printed individually when the patient's appointment was scheduled after the day's batch of encounter forms were printed. Individual (instant) encounter forms can be generated and printed in several places in Optum PM and Physician EMR: The Scheduling mini-menu in the Book application of the Scheduling module The Appts button on the Name Bar The Appointments link on the Dashboard 6.1 Encounter Form Options You have the option to include or exclude the following information on your encounter forms: The patient's outstanding balance The total outstanding balances for all family members linked to the patient Patient complaints linked to an appointment For multi-location, single group practices, display each location's address instead of the group address Note: Send a ToDo to your support entity to enable or disable these encounter form options. 6.2 Printing Instant Encounter Forms To print an instant encounter form: 3. In the appointment list, find the patient for whom you want to print an encounter form. If necessary, use the filters at the top of the page to filter the Appointment List by Patient, Resource, Status or Appointment date. 4. Click Actions > Encounter Form. Optum PM displays the encounter form. 5. Right-click on the encounter form and select Print from the shortcut menu. Windows displays the Print dialog box. 6. Click Print. 11

14 Appointment List 7 Dashboard: Check In A patient is checked in when they arrive for an appointment. Checking in a patient changes their Optum PM and Physician EMR status to "Checked in" and Optum PM and Physician EMR verifies that the patient's billing and demographic information is complete. Optum PM and Physician EMR will displays the Patient Alert box if the patient is missing important billing or demographic data. Note: Patient Alerts will only display if the Show Alerts feature is activated in your batch. You can check in a patient in Optum PM and Physician EMR in the following places: In the Book application of the Scheduling module From the Appts button in the Name Bar From the Appointment link on the Dashboard The Appointments tab in Clinical Today To check in a patient via the Dashboard Appointments List:. 3. Click the arrow in the Status column for the patient you want to check in and then click Check In on the menu. Optum PM and Physician EMR changes the patient's status to "Checked In" and highlights the patient's appointment in green in both the Appointment List and in the Book application. Additionally, Optum PM and Physician EMR records the check in time and displays the patient's wait time in the Appointment List. Tip: You can view a time-stamped log of the patient's visit by viewing the Patient Tracking log. 12

15 Appointments 8 Dashboard: Transfer Transfer is used to indicate that a patient has been moved to a room. When you select Transfer, Optum PM displays a list of rooms to select from. The rooms available for your practice are defined in the Room Maintenance application on the Setup tab in the Administration module. You can transfer a patient in Optum PM and Physician EMR from: The Application link on the Dashboard The Book application in Scheduling module The Appt button on the Name Bar To assign a patient to a room: 3. In the appointment list, find the patient you want to relocate. If necessary, use the filters at the top of the page to filter the Appointment List by Patient, Resource, Status or Appointment date. 4. Click the arrow in the Status column for the patient want to relocate and then click Transfer on the menu. Optum PM displays the Patient Location window. 5. Select the radio button next to the desired location and then click Select. Optum PM and Physician EMR changes the patient's status to "Transferred" and displays the name of the patient's current location in the Status column. The patient's appointment will be highlighted in blue in both the Appointment List and in the Book application in the Scheduling module. 13

16 Appointment List 9 Dashboard: Check Out When a provider has completed their visit with a patient and the patient is leaving the office, you must Check Out the patient in Optum PM and Physician EMR. You can check out a patient from the following locations in Optum PM and Physician EMR: In the Book application of the Scheduling module From the Appts button in the Name Bar From the Appointment List on the Dashboard From the Appointment tab in Clinical Today Note: When you enter the Visit (procedure and diagnosis codes) for a patient in Optum PM and Physician EMR, the patient is automatically checked out when the visit is saved. To check out a patient via the Dashboard Appointments List: 3. Click the arrow in the Status column for the patient you want to check out and then click Check Out on the menu. Optum PM and Physician EMR changes the patient's status to "Checked Out" and highlights the appointment in red in the Book application and gray in the Appointment List. 14

17 Appointments 10 Dashboard: Open Items The Open Items application displays all outstanding patient and insurance balances and allows you financial transactions such as patient payments, insurance payments, third party payments, transfer balances, refunds, and apply unapplied money. You can also view the details of each procedure, enter denial descriptions, attach statement messages to appear on patient statements, view a claim history, rebill a claim, view electronic responses received from insurance companies, and view EOBs attached to payments. You can access Open Items in the following ways: Left-click on an appointment in the Book application Click the Appts button in the Name Bar and select Actions > Pat Open Items. Click the OI button on the Name Bar. Click the Pmt Open Items tab in the Transactions module 10.1 Viewing Open Items To access Open Items from the Appointment List: 3. Locate the patient in the list for whom you want to view open items and then click Actions > Pat Open Items. Optum PM and Physician EMR launches the Open Items application. 15

18 Appointment List 11 Dashboard: Payments on Account The Payments On Account application is used to record patient payments. The Payments on Account application shows any outstanding balance, unapplied credits and unposted payments accrued from previous visits. The application also lists the copay amount recorded in the patient's demographic record to ensure the right amount it collected from the patient. If no co-payment is entered in the patient's demographics, the copay amount is left blank. You can access the Payments on Account application from the following Optum PM and Physician EMR locations: Scheduling mini-menu in the Book application Actions menu in the Appointment List Pmt on Acct tab in the Transactions module Charge tab in the Transactions module To access Payments on Account from the Dashboard Appointment List: 3. Locate the patient in the list for whom you want to enter a payment and then click Actions > Payment. Optum PM and Physician EMR launches the Payment on Account application. 16

19 Appointments 12 Adding a Patient to the Wait List Patients who would like an appointment with a provider sooner then their currently scheduled appointment can be added to the Wait List in Optum PM and Physician EMR. A patient must have a currently scheduled appointment in Optum PM and Physician EMR in order to be added to the Wait List. When adding a patient to the wait list, you must provide information about the appointment the patient needs, such as the appointment type, provider and location. Optum PM and Physician EMR will only flag available appointments that match the appointment criteria selected for the patient. You can add a patient to the wait list in several places in Optum PM and Physician EMR: Scheduling mini-menu in the Book application Book Appointment window in the Book application Actions menu in the Appointment List The Wait List is managed in the Wait List application accessed from the My Lists section of the Dashboard. The Wait List identifies any patient on the Wait List and any available appointments that match the appointment criteria. From the Wait List, you can reschedule a patient's appointment or remove the patient from the Wait List after their scheduled appointment date has passed. To add a patient to the wait list from the Appointment List: 3. Locate the patient you want to add to the wait list and then click Actions > Add to Wait List. Optum PM and Physician EMR displays the Appointment Wait List window. 4. From the Appointment Type list, select the type of appointment the patient needs or select Any to book the first available appointment type. 5. From the Provider list, select the provider the patient wants to see or select Any Provider to book the first available provider. 6. From the Location list, select the location where the patients wants to be seen or select Any Location to book the first available location. 7. In the Date To field, click the calendar icon and select the last date before which the appointment must fall. 8. In the Day of Week field, select the checkbox next to each day the patient is available for an appointment. 9. In the Time From and Time To fields, select the desired time for the appointment. 10. Click Save. Optum PM and Physician EMR adds the patient to the Wait List. 17