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Includes clear steps for a follow up, Provides callback details, Professional and helpful to the next agent
What is a good note?
You found 2 requests with the same patient information, same client, and same date of service.
What is a duplicate request?
Must be given before discussing PHI with a site.
What is intro verbiage?
When the site wants payment $75 over the client has pre-approved.
What is the Max site fee
The team that issues payments after the records are received.
Who is PIQ?
Called 555-555-5555 No one would answer the call. Left a message. Set the callback to continue the ongoing adventure of obtaining a new CD.
What is an example of a bad/ugly note?
Excludes no callback info, vague or incomplete documentation, unclear wording.
What is a bad or ugly note?
Send the site to their Team Lead to have it reassigned to the Copy Service team.
What should the agent do if a site says they use a copy service?
Called 555-555-5555 and reached an annoying ringing sound. Reached some chic who stated she has received a req. with 3 people on it, she'll send the records in 3 full moons time and said to stop calling so much. Red rover, red rover, they'll send the records right over in 3 full moons time.
What is a bad note?
The charge for records are the same regardless of page count.
What is a flat fee?
Records are handled elsewhere.
What is a centralized location?
The preferred return route.
What is fax or upload?
Who we spoke with, at what number, what happened on the call and a strong follow-up?
What is a good note structure?
Must be verified every 12 months.
What is DQA?
Your team lead needs to type in their credentials to complete the payment.
What is a payment override?
Review action notes, the client quick guide, check for re-verifies, misc docs, invoices.
Steps to take to prepare for a call?
When records will be sent.
What is a commitment date?
Operators transferring calls are exempt
Who do you not need to provide introduction call verbiage to?
Example: It took Sally 25 minutes to enter a voicemail note that include no research.
What is a time gap?
There is a red check mark on the invoice icon.
How can you tell that an invoice has been paid?
To locate the deadline for projects, MAX site fee and additional Special instructions.
What is the Client Quick Guide?
Called 555-555-5555 and reached a Spanish speaking only facility. Sneding to be assigned to a Spanish speaking agent.
When to send to your Team Lead?
State your name & company
State the client you're calling for
Give recording disclosure BEFORE PHI
What are the correct introduction steps to begin a call?
Issuing payment with AMEX
What is the preferred Credit card.
A contract between the client and the providers office stating there isn't a charge for medical records.
What is the provider agreement?