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TABLE OF CONTENTS Introduction to Best Practices ......................................................................... 3 Answering the Telephone ............................................................................... 4 Taking and Assigning the Order ...................................................................... 5 Scheduling the Exam ..................................................................................... 8 Contacting the Applicant ................................................................................ 9 ScheduleEZ and Pre-Scheduled Appointments .................................................. 11 Completing the Exam Service ........................................................................ 12 Measurements ..................................................................................... ……….15 EKG/ECG Standards ............................................................................. ……….16 Computer Status .........................................................................................18 Lab Work .................................................................................................... 19 Mailing ....................................................................................................... 24 Billing ........................................................................................................ 25 Equipment and Maintenance .......................................................................... 26 Quality Assurance ........................................................................................ 27 Examiner Integrity, Professionalism, and Dress Code ........................................ 29 Credentialing and Training Procedures ............................................................ 32 Privacy and Confidentiality ............................................................................ 35 System Information ..................................................................................... 38 Night Processing .......................................................................................... 40 U-Direct Business ........................................................................................ 41 Long Term Care Exam and Senior Assessment Services ……………………………………….. 42 Workplace Services ...................................................................................... 43 Clinical Services........................................................................................... 49 Wellness Services………………………………………………………………………………………………………. 54 Examination Management Services, Inc. 10/2011 Version 10.0 2
