Sites
Objections
Reviewers
Policies
100
Site says they do not have 15 out of the 30 patients. What should you do?
a. Ask them to mark the patient list and send back to us b. Adjust the review in SRSA c. Note in the contact log
100
Site says they are worried about PHI security in their charts. How should you respond?
a. Explain that we are business partners with the Health plan and are all trained in HIPAA policies. b.Offer to send the letters which include our HIPAA statement. c. If they still refuse - escalate with the HIPAA code and note in contact log who you spoke to.
100
A new reviewer is calling you 5 times a day with questions. How should you handle this?
1. Remember that they are new and pretty much on their own out there. 2. Suggest that they collect their questions and put them in an email if they can wait. Clarify for them what is urgent and what can be held till later. 3. Follow up with emails so they have the answers in writing to help them remember what was dicussed.
100
A reviewer calls out after she is due to a site. She tells you her hair turned the wrong color at the hair dresser and she has a wedding to go to. How should you handle this.
a. Remind ther that this is considered a "NO SHOW" and is very serious. It normally leads to termination. b. Tell her that you will notify your lead and FRS and they will have to determine what to do from there.
200
Site calls to say the reviewer was late and rude. They are not happy.
a. APOLOGIZE b. Get the name of the reviewer. c. Ask for their name and details. d. If the review is not complete offer to send you the best person. e. Note in both Contact Logs.
200
Site says they require payment prior to the review.
a. Inform them that MA does not handle financial transactions. b. They must send an invoice to their Health Plan c. Escalate the amount they are requesting in a contact log to your lead. d. Ask if they would consider scheduling anyway.
200
A reviewer calls you and wants a certain day off. How should they go about requesting this?
They must put it in writing on a "Time Off Request" form and email it to you and wait for approval.
200
You (RC) are late 4 times in 1 month. What is the policy?
We are allowed 5 tardies in a 3 month period. This would lead to discussion with your lead and possibly be put on a disciplinary level.
300
Site calls to say they have to cancel the review due to the office flooding. How should you respond?
a. Empathize - get the person's name. b. Note in the contact log. c. Use the "Site Cancellation" code to escalate in SRSA.
300
Site says they they need to reschedule the review as they have an audit from the goverment.
a. Find another time to schedule. b. Check reviewer availability again. c. Go into SRSA and edit the date and time using "Site Cancellation".
300
A reviewer calls ayou and says she can't access any of her patients on her iDCT and she is on site. What should she do?
She should attempt to call IT herself so that they can contact her immediately and get the essential details. (If for any reason she cannot reach IT you can put a ticket in for her and put in the subject line "REVIEWER ON SITE".)
300
Can you come in anytime between 7:45 and 8:15?
Yes! And you must adjust the time at the ends.
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