Peach · Center for Pediatric Wellness · Children's Healthcare of Atlanta

Scheduling

Schedules new appointments, for new patients as well as established patients
Direct reschedule for families on MyChart
Open reschedule when there’s no MyChart account
Cancels appointments, then reads the change back
Confirms upcoming visits: time, provider and what to bring

Medication refills

Refills the prescriptions with refills remaining
Out of refills but renewable: sent to the provider as a renewal
Pharmacy confirmed or changed before order is submitted
The LF PC PRIMARY CARE NURSE POOL and the chart kept in the loop on every request

Warm transfers

Every handoff is a warm transfer, so the caller never starts over
Clinic schedulers in business hours; the Nurse Line at 12172 after
Front desk at 12170 or 12171, practice manager Ashley Frederick at 470-566-1004
Billing before July 2024 to 404-389-1600, Children’s Billing after to 404-785-5589
A CRM record rides along, so the next person has the whole story

Symptom escalation

Every symptom classified: critical, emergent, urgent or routine
Strips the hedging before deciding: “he was only out for a second” is a loss of consciousness
Critical means 911 said out loud; emergent is warm transferred to a live nurse on the nurse line
Urgent and routine land in the LF PC PRIMARY CARE NURSE POOL with a priority on them

Caller FAQs

Straight off the clinic’s Panviva sheet, answered as written.

Appointment PrepBilling QuestionsInsurance Questions Co-PaymentsInsurance AcceptedSelf Pay Cashless PaymentsPrior Authorization Status Patient PortalMedical RecordsLate Arrival Policy Patient Age SeenGeneral Clinic Info

Policy & Escalation

The harder sections of the same sheet, handled to the letter.

Prescription RefillsX-Ray and LabsOrders & Paperwork Dental ClearanceNurse CallbacksComplaints Unvaccinated PatientsICE ConcernsPhysical/Sexual Abuse Thoughts of homicide/suicideVendor & Pharma Reps Death Indicator

Peach.