Post Acute Long Term Care Coverage Guide

PALTeC Call Expectations & Information

Avaya Workplace App

Download the Avaya Workplace App and login with your work email. Ask Shelly for help. Avaya creates a single phone number for SNFs to call and routes the call to the on-call provider.

Accessing the PALTeC Secure Voicemail

The PALTeC secure voicemail is used for urgent after-hours patient and facility calls.
Voicemail Access

1. Call the PALTeC secure voicemail at 406-447-2727
2. Enter the mailbox number: 2977
3. Enter the voicemail PIN: 123456
4. Listen to all new messages before ending your call.
5. Record the following information:
   o Patient name
   o Date of birth
   o Facility
   o Callback number
   o Date and time of the message
   o Reason for the call
6. Return calls as soon as possible. Missed facility calls should be returned within 20 minutes, whenever possible.
7. Delete or save messages according to department policy after they have been addressed and documented.
   Please remember: This is a secure voicemail and should only be accessed by authorized PALTeC providers.

General Call Protocol

• Start a Telephone Encounter: Epic icon -> Patient Care -> Telephone Call
  

• Document ALL calls in a telephone encounter in Epic and route to the nurse navigator — Darcy Christopherson, RN
  

• Return missed calls promptly — You’ll receive calls directly from SNF staff and messages in Epic from nurse navigators (refill requests, abnormal/urgent lab results, non-injury fall notifications, etc.) throughout the day. If you miss a call from a facility, please return it as soon as possible (within 20 minutes).
  

  SNF Nurse Lines

  Mt Ascension	406-442-1350
  Cooney	406-447-1650
  Elkhorn	406-933-8311

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• Check EPIC InBasket regularly — For urgent requests M-F, nurse navigators will notify you via phone, but also check your InBasket a few times during daytime weekday call hours (0800-1700). Respond to InBasket messages with an Addendum and reroute back to Darcy Christopherson
  

• Nurse navigator contact — The PALTC nurse navigator phone number is (406) 410-4434, monitored M-F 0800-1430.
  

  PALTC Nurse Navigator

  PALTC Nurse Navigator	406-410-4434

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Morning Huddle & Sign-Out

• Preferred Send an email to the PALTeC team below with any concerns or items needing followup.

• Otherwise Call in to the PALTeC morning huddle on Teams (0900, M-F) the morning after your call shift. You may need to request an invite to the meeting.

  • Emily Hedum, DO, PALTeC Attending
  • Danielle Mateleska, PA-C
  • McCall Elverum, DNP
  • Darcy Christopherson, RN

Ordering Labs

• Do NOT order labs in Epic. Instead, give a verbal order to the facility nurse, document in a telephone encounter, and route to PALTeC nurse navigators.

• Verbal orders must be followed up with a written order e-faxed through Epic to the facilities to ensure accurate order entry into Atlas by facility staff. (Darcy Christopherson may do this for you. Let us know if you are unsure how to complete this.)

Imaging Orders

• Imaging orders that need to be done through SPH do need an order placed in Epic.

Medication Orders

• Medications must have:

  1. An order sent to the facility pharmacy (usually just give verbal order to RN) AND
  2. An e-faxed letter script order (Darcy Christopherson does this)

  For medications orders that cannot be done verbally, Reorder from the patient Med List or use + ADD ORDER to write a new prescription.
  

• Pharmacy assignments:

  • Cooney and Elkhorn → Continued Care of Boise
  • Mt. Ascension → Omnicare of Billings
  • See SNF med routing

• There may be times when prescriptions need to be sent to a local pharmacy — the facility should request this specifically.

Follow-Up

• If you order any labs or imaging, make sure you are routing those results back to PALTeC nurse navigators.