MSA ONBOARDING POST TEST
QUESTION AND ANSWERS CORRECTLY
SOLVED
Providing excellent customer service is one of the VA Core values. In the VA,
who are our customers? (Select all that apply) - correct answer ✔Veterans
Family members
employee
Trainess
Mr. Jones, a Vietnam Veteran, calls his Primary Care office requesting an
Agent Orange exam. The scheduler is new and not familiar with the
requirements of the exam. Select the scheduler's best response to the
Veteran. - correct answer ✔Mr. Jones, I am not familiar with that exam but
will find out who you need to speak with to schedule an appointment. It may
take a few minutes, can I put you on hold or would you prefer that I call you
back with the information?
Select the major causes of workplace stress: (Select all that apply) - correct
answer ✔CONFLICTING DEMANS ON THE JOB
INSUFFICIENT RESOURCES
NOT FEELING APPRECIATED
, What information should a scheduler use to pull a Veteran up in the VSE
application to ensure the correct patient is selected? (Select all that apply) -
correct answer ✔First initial of last name and last 4 digits of SSN#
Last name, first name
Space bar + Search button will bring up the last patient you searched in
VistA/CPRS
Open RTC Appointment Requests are to be acted on within how many
business days of the order being created? - correct answer ✔2 DAYS
When would you cancel an appointment by clinic? (Select all that apply) -
correct answer ✔PATIENT CANCELS THEIR APPOINTMENTS
THE PATIENT IS DECEASED
WHEN THE PATIENT IS CONTACTED BY THE CLINIC TO BE MOVED UP
TO AN EARLIER APPOINTMENT
''Time Sensitive Appointment" is an appointment that, in the clinical judgement
of the provider (Select all that apply) - correct answer ✔Must occur within 24
hours of request
Require #NLT# in the comment field of the appointment
When an established patient has no showed to an appointment, the provider
must enter a new RTC order before the scheduler can reschedule. - correct
answer ✔TRUE
QUESTION AND ANSWERS CORRECTLY
SOLVED
Providing excellent customer service is one of the VA Core values. In the VA,
who are our customers? (Select all that apply) - correct answer ✔Veterans
Family members
employee
Trainess
Mr. Jones, a Vietnam Veteran, calls his Primary Care office requesting an
Agent Orange exam. The scheduler is new and not familiar with the
requirements of the exam. Select the scheduler's best response to the
Veteran. - correct answer ✔Mr. Jones, I am not familiar with that exam but
will find out who you need to speak with to schedule an appointment. It may
take a few minutes, can I put you on hold or would you prefer that I call you
back with the information?
Select the major causes of workplace stress: (Select all that apply) - correct
answer ✔CONFLICTING DEMANS ON THE JOB
INSUFFICIENT RESOURCES
NOT FEELING APPRECIATED
, What information should a scheduler use to pull a Veteran up in the VSE
application to ensure the correct patient is selected? (Select all that apply) -
correct answer ✔First initial of last name and last 4 digits of SSN#
Last name, first name
Space bar + Search button will bring up the last patient you searched in
VistA/CPRS
Open RTC Appointment Requests are to be acted on within how many
business days of the order being created? - correct answer ✔2 DAYS
When would you cancel an appointment by clinic? (Select all that apply) -
correct answer ✔PATIENT CANCELS THEIR APPOINTMENTS
THE PATIENT IS DECEASED
WHEN THE PATIENT IS CONTACTED BY THE CLINIC TO BE MOVED UP
TO AN EARLIER APPOINTMENT
''Time Sensitive Appointment" is an appointment that, in the clinical judgement
of the provider (Select all that apply) - correct answer ✔Must occur within 24
hours of request
Require #NLT# in the comment field of the appointment
When an established patient has no showed to an appointment, the provider
must enter a new RTC order before the scheduler can reschedule. - correct
answer ✔TRUE
