Title: Competency Assessment: (CU3 M1) Patient Screening Using LEAPS Protocol
Course: SkillsCom CMA 111 16.0 > Section: Credit Unit 3 Module 1

Each healthcare facility is going to have their own protocol for screening calls and for charting those calls in the patient's medical record.  In this Competency Assessment, you will be using the LEAPS method.

Assignment:

1. Review the following scenario:

- Mrs. Taylor, a 63 year-old patient who is a bit hard of hearing, is calling because her prescription has not been refilled yet at the pharmacy.  The pharmacy just told her that they have faxed the office three requests for the refill over the past three days.  Mrs. Taylor wants to know what the heck is going on and is a bit angry.

2. Image that your facility uses the LEAPS protocol when dealing with emotional callers.  Review the Prezi: Telephone Skills for the Coding and Reimbursement Specialist (Webpage). Review the LEAPS protocol because you will be using it in your mock video.

3. Ask someone to role-play with you.

- Instruct your partner that they are Mrs. Taylor and that they are upset and angry because there prescription still hasn't made it to the pharmacy after 3 attempts.
- Sit back to back as you conduct this "phone interview" so that you can't read each other's body language.
- Use the LEAPS method to try to calm the caller down.

3. Videotape the role play and upload it to be graded.