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:

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.

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