Work was coming along, Erika was drilling the habit of checking flow sheets, trigger lists, trigger words, prompting questions, and trusting no one, verify everything.
Today was the first day I was on live calls, nothing fancy, just appointment confirmation calls. Thankfully, I'd been practicing. First I would check in Phreesia if the patient confirmed their appointment, blue check. If the patient also completed their pre-check in demographic confirmation, they get a green check. Next, I would check Athena to confirm their insurance was already verified, black check. If a patient had all three checks, I didn't need to call.
If even one was missing, my script would adapt to confirm the missing check. If they picked up, green circle. If I left a voice mail, blue circle. If I couldn't make contact or leave a voicemail, note in Athena to ask for updated contact information, red square.
I had two providers to make calls for… best to get started!
"Next call remember to hold your breath. Also, some of these patients are older, slow down, speak up, speak clearly." Pride reminded.
The patient had been nice, but… kept asking me to repeat myself. Donna was typing in teams. I pulled up the direct message.
Check language, lots of patients don't have English as their first language. Also, make sure to check notes.
Will do, thanks
I responded as I readied to call the next patient.
"I already confirmed my appointment, please stop calling every time." The patient responded as soon as I finished introducing myself then hung up… She hadn't done her pre-registration… I sighed. I sent a brief explanation to Donna asking if I should leave a note.
Just leave a one time note in Phreesia.
K, thanks
Right… leave a note in Phreesia… I had notes somewhere.
Most patients confirmed their appointments so the calls were quick and easy. I didn't think just two providers would take over an hour to make all the calls.
Donna rolled her chair over, "Nice, now, go back to scheduling page in Athena. Right click for the patient, and mark if they picked up, you left a voice mail, or couldn't make contact."
I stared at the appointments of various colors. Right… no problem. At least all I had to do was look at my paper to mark in Athena.
When something landed on my shoulder I almost screamed.
"Weak." Larry's deep voice announced leaning way over to look at my screen. "Favor, add this to the chart."
Larry handed me a handwritten note scribbled on a note pad. "Uh, yes sir." I agreed before I had time to look at what was written. Suddenly I was flicked on the head.
"Don't let people walk over you." Larry reprimanded. I stared up at him… like… should I say no or not??? I received another flick to the head. It didn't hurt so that was nice… but… what should I do?
"Hurry up." Larry ordered standing up.
I took the notepad pulling up the chart. I looked over the information… dang… a lot. I glanced at the chart… I didn't even know where to add notes about dosage increase requests…
"Medications, add flags and notes." Larry prompted.
I glanced around, found the tab, then added the note. I wasn't really sure what to do now… I glanced over my shoulder, "Uh, is this… okay?" I asked uncertainly.
"As directed by LPN L. Drax." Larry reminded.
I added, then waited for anything else.
"Good, send."
"Send to… the provider?" I asked uncertainly, I'd never left a note like this before.
"No, as is."
I complied… I wasn't going to tell him no.
"Exit chart, then go back in." Larry prompted.
When I went back into the chart, a pop up of my note appeared over the chart information. "Oh… thanks." This would be good to know for the future… now… to write it down before I forgot.
"Weak."
Was that his way of saying… you're welcome? I mean, it didn't sound like an insult…
"Remember, my boundaries. Head up with Pride." Larry said with a nod, then walked off.
I glanced at Pride, "Can he see you? Like, was that some kind of code?" I whispered glancing around.
Pride shrugged, "Nothing we can do about it either way. Almost lunch time Max, should probably ask if there's anything else you can do."
I hunched a bit… with Pride looking over my shoulder there was no time to slack… which was probably a good thing since I couldn't afford to lose any brownie points.
Back at the apartment Mai had barely touched her dinner. Surprising because while I was at work, they couldn't really eat.
"Mai? You okay?" I asked as everyone else had already finished eating.
Mai took a deep breath as she looked up at me. "Larry wasn't wrong Max… boundaries are important. I didn't want to rush you because I thought any boundaries we'd need to establish would be with your family… but work place boundaries are equally important."
I flinched, "Where did that come from?" I asked just a little offended. Work was going great… yeah I was making mistakes, but I was still learning. I didn't even have all the log in authorizations yet…
Mai trotted over, placing a paw on my clenched fist. "Max, Larry point blank told you not to let people walk all over you, and you still put his note in. Knowing he could do it faster, that he's medical. You have to protect yourself Max."
"Erika is always saying to cover your ass Max," Ire shrugged as he started gathering up the sin's plates.
"What was I supposed to do? Say, actually, you got this? I'm not going to put the note in for you?" I demanded withdrawing my hand. "Besides, it's good that I know how to add those kinds of notes now."
"Max, you're in the phone room, not medical. You're in a different department. There are just some things you shouldn't be touching. Regardless of who asks you." Mai explained sitting straight as she looked up at me.
"So what? I just say hard pass, you can do it?" I asked snatching up my utensils and cup. I stood up.
"Max, all it takes is one note, and it's a HIPAA violation. That could get you fired on the spot. It's not something you should be doing lightly. Without your trainer's knowledge. You should have flagged Donna to check it over at the very least." Mai reminded firmly.
"Max, we're here to help. I don't know why Larry did what he did, but… it's best you tell Donna, maybe Erika before they find out from someone else. Or they see it without context." Lily added as she helped Ire clean up. "It's not unusual for work place competition to turn sour. It seems like a small thing now, but there's no telling how someone could make it a big problem. A problem while you're still on probation."
I turned my back on them as I started washing the dishes. "I'll deal with it tomorrow." I stated tersely.