How do you respond when a member mentions chest tightness at the end of a wellness consult?

Start by acknowledging what you heard without naming a cause or trying to settle the concern with guesses. Ask for the basics a provider will need: what the symptom feels like, when it happens, when it started, and how recent the last episode was. Then explain the handoff in concrete terms.

Can I try this scenario before signing up?

Yes. The preview on this page runs the real scenario by voice in your browser for up to five minutes. After the call, you get scored feedback. To start, enter your work email and the scenario launches right here, so you can hear Sandra and practice the handoff before signing up.

What if Sandra stays worried after I explain the handoff?

If Sandra stays worried, your job is not to talk her out of that feeling. Keep your tone steady, repeat the next step, and make the provider handoff sound specific rather than vague. People usually relax more when they know who is taking over and what information is being passed along.

Escalate a red flag found in a consult

A member mentions symptoms during a routine wellness consult that need clinical attention. Learner must stay calm, avoid diagnosing or alarming, and hand off to the provider cleanly with clear documentation.

Staying calm and clear
Escalating without alarming
Clean handoffs

One of 4 handoffs & escalation scenarios in the library.

Live previewHandoffs & escalation

Sandra Millis

Member with a concerning result

Escalate a red flag found in a consult

Skills you'll train

Staying calm and clear
Escalating without alarming
Clean handoffs

Don't take our word for it — 5 minutes, live, in your browser

Your brief

Wellness & performanceVoice · ~5 minScored: Pass / fail

You are in a routine wellness conversation with Sandra Millis, a member who brings up new symptoms near the end of the visit. Your job is to stay calm, avoid diagnosing or alarming her, and recognize that the concern needs clinical follow-up. Guide the conversation toward a clear, appropriate handoff so Sandra knows what will happen next. Make sure the key information is conveyed cleanly enough for a provider to take over.

Why it's hard

Routine wellness consults are supposed to end with a tidy wrap-up, so this kind of disclosure can throw people off fast. Chest tightness and lightheadedness raise the temperature immediately, but if you sound scared, minimize it, or start guessing, you make the handoff worse for Sandra and for the provider taking over.

It comes up at the end
Chest symptoms shift the stakes
You cannot diagnose here
Provider needs a usable handoff

What good looks like

Acknowledge Sandra’s concern in a steady, matter-of-fact way so she feels heard without hearing panic from you.
Ask for the few facts a provider actually needs: what she feels, when it happens, when this started, and when it last happened.
Stay in your lane and avoid guessing the cause, offering workout advice, or trying to reassure her with certainty you do not have.
Name the next step clearly, including that a clinician or provider needs to take over and what Sandra should expect next.
Give a concise handoff summary that would let the provider pick up the case without having to reconstruct the story.

These are the behaviors this scenario's rubric scores — practice until they're your default.

Frequently asked questions

Red flag escalation training is practice for routine consults where a member says something that needs clinical follow-up. On this page, you speak with the voice AI persona Sandra Millis, work through the handoff, and get scored feedback on whether you stayed calm, gathered the key facts, and explained the next step clearly.

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Skills you'll train

Spotting changes early
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Nurse Angela Brooks

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Report a change in condition to the nurse

An aide notices a new symptom or decline during a visit. Learner must clearly relay what changed, when, and the relevant details to the nurse so action can follow.

Skills you'll train

Clear clinical handoffs
What changed and when
Choosing relevant detail

Dr. Sam Okeke

Hospice medical director

Handoffs & escalationOnboarding

Coordinate a change with the care team

A staff member notices a shift in symptoms or family needs. Learner must communicate it clearly to the interdisciplinary team for a coordinated response.

Skills you'll train

Clear team communication
Structured updates
Coordinated response

Where this fits

The skill

Handoffs & escalation →

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The setting

Wellness & performance clinics →

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