Sawubona Training Academy

Learning objectives

• Understand the mission and purpose of TNC.
• Explain what Sawubona means within our organization.
• Recognize the difference between transactional and patient-centered care.
• Understand how each role affects patient access and trust.

The Sawubona standard

Patients should feel seen, heard, respected, and confident that their concern is in motion toward resolution.

Complete during the first week

Core behaviors

• Greet the patient and acknowledge their concern.
• Listen fully before responding.
• Explain what will happen next.
• Take ownership instead of passing the patient around.
• Close the loop when action is complete.
• Escalate urgent, clinical, or safety concerns appropriately.

Training topics

• Professional phone and voicemail handling.
• Patient identity verification.
• Updating demographics and communication preferences.
• Scanning photo ID and insurance cards.
• Check-in and checkout procedures.
• Copay and balance collection.
• Routing messages and urgent concerns.

Current standards

Staff expectations

• Use the correct provider and location schedule.
• Select the appointment type that matches the service.
• Do not create unauthorized blocks or material-resource columns.
• Confirm telehealth versus in-office scheduling.
• Follow management-approved schedule changes.

Staff must verify

• Active coverage for the date of service.
• Member ID, group number, subscriber, and relationship.
• Copay, deductible, coinsurance, and referral requirements.
• Correct payer name and claims PO Box.
• Primary and secondary order.
• Correct RXNT case attachment.

Review before the visit

• Consent to Treat.
• HIPAA Notice of Privacy Practices.
• Financial Responsibility.
• Telehealth Consent when applicable.
• Electronic Communication Consent.
• PHQ-9, GAD-7, and other assigned screenings.
• Release of Information when needed.

Referral workflow

1. Confirm the order and clinical reason.
2. Verify payer and authorization requirements.
3. Select an appropriate in-network specialist or facility.
4. Send required records and referral documents.
5. Document transmission details.
6. Track appointment status and completion.
7. Obtain specialist results and route them for review.

Rooming sequence

1. Confirm two patient identifiers.
2. Review chief complaint and visit purpose.
3. Complete vitals accurately.
4. Reconcile medications and allergies.
5. Review screenings and preventive-care gaps.
6. Prepare supplies and forms for anticipated services.
7. Notify the provider of urgent findings.

Verify before administration

• Correct patient.
• Correct medication or vaccine.
• Correct dose, route, site, and time.
• Active order and consent.
• Expiration date, lot number, and storage integrity.
• Allergies and contraindications.

Document

• Medication name and dose.
• Route and administration site.
• Lot number, expiration date, and manufacturer when required.
• Patient response.
• Staff member administering.

Training includes

• Patient identification and specimen labeling.
• Manufacturer instructions.
• Kit storage and expiration checks.
• Quality-control procedures.
• Result interpretation and documentation.
• Failed controls and corrective action.
• Critical-result escalation.

Core standards

• Use two patient identifiers.
• Label specimens in the presence of the patient.
• Use the correct container and handling requirements.
• Confirm order, diagnosis, and destination laboratory.
• Package and store specimens appropriately.
• Document pickup or transfer.
• Track rejected or missing specimens.

Applies to

Before the procedure

• Confirm order and patient identity.
• Review consent requirements.
• Prepare supplies and PPE.
• Confirm medication, device, and expiration dates.
• Complete a timeout when applicable.
• Prepare specimen containers if needed.

Documentation should support

• The reason for the visit.
• Relevant history and findings.
• Assessment and clinical decision-making.
• Medical necessity for services ordered or performed.
• Medication decisions and patient education.
• Follow-up instructions and precautions.
• Diagnosis and procedure codes selected.

Workflow

1. Use the AI scribe during the visit when appropriate.
2. Review every section for accuracy and completeness.
3. Transfer approved content into the standard macro structure.
4. Correct unsupported or inaccurate information.
5. Delete the temporary AI note after transfer.
6. Sign the final provider documentation.

Training topics

• Medication reconciliation.
• Allergy and interaction review.
• Refill request routing by provider.
• Required monitoring and follow-up visits.
• PDMP review when applicable.
• Controlled-substance agreements and documentation.
• Prior-authorization workflows.

Core modules

• Patient search and duplicate prevention.
• Demographics and insurance entry.
• Scheduling and appointment requests.
• Patient forms and portal review.
• Clinical documentation and macros.
• Tasks, messaging, labs, and referrals.
• Encounter completion and billing release.

Employees should know how to

• Clock in and out accurately.
• Review and approve timecards.
• Submit PTO requests.
• Review pay statements.
• Update tax and direct-deposit information.
• Report payroll or accrual concerns promptly.

Training topics

• Logging into the correct queue.
• Warm transfers and call ownership.
• Voicemail review and response standards.
• Fax routing and patient privacy.
• Emergency-call escalation.
• Professional phone scripting.

Core leadership expectations

• Set clear expectations.
• Assign owners and deadlines.
• Follow up instead of assuming completion.
• Address concerns promptly and directly.
• Recognize good work.
• Escalate risks before they become crises.
• Model the behavior expected from staff.

Conversation structure

1. State the specific behavior or concern.
2. Explain the impact.
3. Clarify the expected standard.
4. Ask for the employee’s perspective.
5. Agree on the required next step.
6. Set a follow-up date.
7. Document the conversation when appropriate.

Daily leadership review

• Staffing and schedule coverage.
• Provider readiness and patient volume.
• Supply and equipment concerns.
• Labs, referrals, unsigned encounters, and task queues.
• Safety, temperature, and quality-control issues.
• Patient complaints and urgent follow-up.
• End-of-day handoff and unresolved items.

Staff must understand

• Minimum necessary access.
• Identity verification before disclosure.
• Secure email, fax, phone, and portal communication.
• Password and workstation security.
• Phishing and suspicious-link reporting.
• Privacy incident and breach reporting.

Required topics

• Hand hygiene and PPE.
• Sharps and biohazard disposal.
• Bloodborne-pathogen exposure response.
• Emergency and fire procedures.
• AED location and response.
• Workplace injury reporting.
• Equipment and environmental safety.