Page 17 - R2P Front Desk Manual v1

● Always double-check Appointment Time, Date, & Name.
○ Confirm the correct case is selected for patients who have more than one case
open (i.e. if they were pre-op and are returning for post-op).
○ Make sure patients with similar names do not mistakenly get put on the schedule.
○ All minors who are driving themselves should have their own phone number in
their chart and appointment reminders are set up appropriately. If a parent/legal
guardian will not be present for the initial evaluation, the New Patient Form must
be completed ahead of time and the Insurance Verification form can be sent
home with the patient to be signed and returned.

Creating New Cases
● New cases are to be created when a patient transitions from pre-operative to post-
operative. This also requires a new initial evaluation (one hour) for the post-op case if
they were previously seen for pre-op.
● If a patient’s case has been discharged, a new case must be opened and an hour-long
initial evaluation should be completed (unless there is an exception per the PT).
● If a patient changes from self pay to an insurance carrier or from one insurance carrier to
another mid-treatment, a new case must be created (see Mid-Case Change in Patient
Insurance/Payment document for further details and instructions).

Re-Evaluations and Completing Progress Notes
Clinic Coordinators should review the schedule for each day to determine patients who need a
re-evaluation. Those patients will complete an outcome measure on the iPad and the PT will
write a progress note. Progress notes are usually completed every 8-10 visits, once per month,
or when a new authorization request needs to be submitted to insurance. To determine if a
patient is due for a progress note:
1. Look for the gold circle on a patient’s appointment indicating Progress Note Needed.
2. Open their chart and look at the top right corner for Last updated: (date), or review their
Record and count how many visits they have had in between eval/progress notes.
a. If it has been more than 30 days, edit the appointment from follow up (purple) to
re-exam (red) to indicate that they must complete an outcome measure on the
iPad when they arrive for their appointment.
i. For Medicare, Tricare, and Self Pay patients, the appointment color
cannot be changed, so write “PROGRESS NOTE & OUTCOMES” on the
appt.
b. When an outcome measure has been completed and still shows as being
Staged, the PT needs to write a progress note and attach the outcome. Edit the
appointment type to a red re-exam and write “PROGRESS NOTE - outcome
completed (date)” on the appointment to remind the PT.
c. If you are unsure as to whether or not a patient is due for a re-eval, ask the PT!

If a Patient Needs to Cancel an Appointment
● Remind them of the cancellation policy if inside 24 hours.
● Always ask if they are looking to reschedule!

Last Update: 7/11/19