CSR Training Manual

BALANCING THE CASH BOX
JUST IN TIME SCHEDULING cont.
Don’t dwell on what
went wrong. Instead,
focus on what to do
next. Spend your
energies on moving
forward toward finding
the answer.
~ Denis Waitley
The Customer Service Representative (CSR) is to utilize the following procedure
daily to balance the cash box.
A. At the beginning of each business day, the CSR will indicate on the daily
cash log provided (per program specific) amount of funds in their cash
box. The CSR will initial they have verified the dollar amount along with a
witness verifying the funds and initialing all is accounted for.
B. The CSR will enter all payments received into Avatar using the Payment
Receipt Entry option selecting the Location, Fee Type, Payment
Type, then entering the dollar amount collected and check number if
payment was made by check.
C. Prior to the end of each shift the CSR will run the Payment by Location
Report which generates total funds taken in for the day. The CSR will print
the report and complete the daily bank deposit.
D. At the end of each shift daily, the CSR will balance the cash box, initial
they have verified the dollar amount along with a witness verifying the
funds and initialing all is accounted for. Any discrepancies will be reported
to the Customer Service Manager immediately via phone call/email.
The CSR will complete an Occurrence Report and send to the Customer
Service Manager for follow-up.
E. All CSR’s are held accountable for any overage/shortage of their cash
boxes.
JUST IN TIME SCHEDULING
Purpose - To describe the process for clients to initiate psychiatric services
and obtain scheduled follow-up appointments for adult and adolescent
medication management services.
1. Routine medication management and new client visits are eligible for
Just In Time Scheduling.
2. For new clients, the Access Center will schedule an appointment within
3-5 business days of the call seeking services.
3. For routine visits, after completion of their appointment, clients are given
an appointment sheet indicating approximate return visit timeframe
and the type of service needed. The CSR will enter this information into
the Next Med OP Appointment option.
a. Clients will call the Access Center within 10-14 days of their return
date to schedule a specific appointment time with their Physician/
APRN. If their preferred Physician/APRN is not available, clients may
elect to see an alternate Physician/APRN where there is more than
one Physician/APRN available. u
To earn the respect
(and eventually
love) of your
customers, you first
have to respect
those customers.
That is why Golden
Rule behavior is
embraced by most
of the winning
companies.
~ Colleen Barrett
b. If clients miss their scheduled appointments, the Access Center will
schedule another appointment within 3-5 business days.
4. Same day appointments may be scheduled if a provider has availability
in their schedule for the specific type of appointment.
a. Clinic staff may double book one client per day per Physician/APRN
in a morning time slot without prior approval of the Physician/APRN.
5. Clients will not be routinely given refills of medication over the phone,
will be redirected to use the Just In Time scheduling. There may be exceptions
during a provider absence.
6. The exceptions to the Just In Time Scheduling process are as follows:
a. Clients who are in need of an interpreter.
b. Clients who need scheduled for injection appointments.
c. Follow up appointments for adolescent clients.
d. Clients who are called in off the waiting list.
e. Clients in residential treatment programs with SMA who are being
seen by the APRN at the residential program location.
f. Appointment needs to be adjusted to ensure accurate paperwork is
completed during the scheduled appointment time.
g. Appointments are rescheduled due to a call in from an APRN.
h. An APRN who request a follow up appointment within 2 weeks will
be double booked and scheduled by the CSR prior to the client leaving
the clinic.
i. Current clients who arrive at a clinic location in need of an urgent
appointment who are being scheduled on the current or following
business day.
j. Clients in Putnam and/or St. Johns Counties who meet with the
Emergency Screener and are determined to be in need of an initial
Medication Outpatient appointment.
I. All subsequent follow-up appointments should be scheduled as
per the JIT scheduling protocol.
k. Clients who see Dr. Czaykowsky and child/adolescent clients.
I. Clients recently discharged from an inpatient crisis unit, who are
unable to be seen during the available walk in times due to schedule
availability.
i. A staff member at the clinic location will meet with the client in
lieu of a prescriber and will document this service. This staff member
will
facilitate a call to the Access Center with the client present in order
to schedule a medication outpatient appointment.
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CSR TRAINING MANUAL