MSA Onboarding Post Test – Assessment and Key Concepts
Providing excellent customer service is one of the VA Core values. In the VA, who are
our customers? (Select all that apply) - AnswerVeterans
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. - AnswerMr. 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) -
AnswerCONFLICTING 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) - AnswerFirst 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? - Answer2 DAYS
When would you cancel an appointment by clinic? (Select all that apply) -
AnswerPATIENT 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) - AnswerMust 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. - AnswerTRUE
John Doe walks into Primary Care and requests to see his provider today. He is not
feeling well and was not able to get through on the telephone. The patient does not
have an appointment. What steps does the scheduler take? - AnswerScheduler
contacts the triage nurse, the nurse makes the determination that the patient must be
seen, the scheduler enters the patient as an unscheduled appointment to see the
provider.
Jane Doe was seen by her provider in Primary Care. She stops at the desk to check out
from her appointment and wants to schedule a follow up appointment. What date is
automatically entered in the "PID" field in VS GUI? - AnswerPatient Indicated Date
(PID) provided on the Return to Clinic order (RTC)
A Veteran should be added to the Recall Reminder List when s/he chooses not to
schedule a future appointment now and wishes to be reminded later to make the
appointment. - AnswerFALSE
All of the following statements regarding the Patient Indicated Date (PID) are true,
EXCEPT: - AnswerThe PID is the date an appointment is deemed clinically
appropriate by a VA provider.
Consult and RTC requests in VSE are based upon the orders that providers enter in
CPRS - AnswerTRUE
All contact attempts made when scheduling a consult should be documented using the
consult toolbox in CPRS (or in CTM (Consult Tracking Manager) if used by your facility).
- AnswerTRUE
What option allows the scheduler to go in and look at the information "behind" the
scheduled appointment? For example: date "appointment made," wait times, service
connection, etc.) - AnswerAL (Appointment Lists)
A "Veteran" who is eligible to enroll for VA healthcare benefits is defined as: -
AnswerA person who served in the active military naval or air service and was
discharged or released under conditions other than dishonorable.
A Veteran has been referred to see a VA specialty care provider; however, a VA
appointment cannot be scheduled within the wait time standard for Community Care.
The Veteran chooses to receive care outside of VA through Community Care. The
Providing excellent customer service is one of the VA Core values. In the VA, who are
our customers? (Select all that apply) - AnswerVeterans
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. - AnswerMr. 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) -
AnswerCONFLICTING 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) - AnswerFirst 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? - Answer2 DAYS
When would you cancel an appointment by clinic? (Select all that apply) -
AnswerPATIENT 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) - AnswerMust 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. - AnswerTRUE
John Doe walks into Primary Care and requests to see his provider today. He is not
feeling well and was not able to get through on the telephone. The patient does not
have an appointment. What steps does the scheduler take? - AnswerScheduler
contacts the triage nurse, the nurse makes the determination that the patient must be
seen, the scheduler enters the patient as an unscheduled appointment to see the
provider.
Jane Doe was seen by her provider in Primary Care. She stops at the desk to check out
from her appointment and wants to schedule a follow up appointment. What date is
automatically entered in the "PID" field in VS GUI? - AnswerPatient Indicated Date
(PID) provided on the Return to Clinic order (RTC)
A Veteran should be added to the Recall Reminder List when s/he chooses not to
schedule a future appointment now and wishes to be reminded later to make the
appointment. - AnswerFALSE
All of the following statements regarding the Patient Indicated Date (PID) are true,
EXCEPT: - AnswerThe PID is the date an appointment is deemed clinically
appropriate by a VA provider.
Consult and RTC requests in VSE are based upon the orders that providers enter in
CPRS - AnswerTRUE
All contact attempts made when scheduling a consult should be documented using the
consult toolbox in CPRS (or in CTM (Consult Tracking Manager) if used by your facility).
- AnswerTRUE
What option allows the scheduler to go in and look at the information "behind" the
scheduled appointment? For example: date "appointment made," wait times, service
connection, etc.) - AnswerAL (Appointment Lists)
A "Veteran" who is eligible to enroll for VA healthcare benefits is defined as: -
AnswerA person who served in the active military naval or air service and was
discharged or released under conditions other than dishonorable.
A Veteran has been referred to see a VA specialty care provider; however, a VA
appointment cannot be scheduled within the wait time standard for Community Care.
The Veteran chooses to receive care outside of VA through Community Care. The
