Forms
What is a duplicate?
Two forms that are the exact same with the same form number, case number, title, questions, and leave id.
True or False: When replying to a client, you can use an internal note.
False, only HMG employees can see and make internal notes.
True or False: A spouse can give authorization for the patient.
False
What is considered a medical record?
Medical records are physician's notes from the patient's chart.
List the ways we can search for a patient's request in Medrelease.
Name, dob, RQID, email address, and invoice number.
Name all of the ways that a patient can submit a form.
Request manager, email submission, fax submission, or dropping it off at their physician's office.
Who is the Assignee on a ticket?
You! (Whoever is working the ticket)
What type of authorizations can we accept?
Insurance auths, 360/ request manager auths, HMG auths, Verbal auths, and Written/emailed auths.
Yes or No: Can records be attached if the form does not request medical records?
No, records cannot be attached without a request on or with the form.
Yes or No: A team member posts in the chat asking for help with a specific request, should you search the request in Medrelease to see if you can help?
No, leave this to supervisors and managers, that is what we are here for.
Who can submit a form?
Patients, physicians, insurance companies, spouses/caregivers, and employers.
What is a Macro?
A template that can be used for email responses.
If an insurance company or employer calls in to request status on the form, can we provide it?
No, we cannot provide any information on the request unless we have authorization from the patient for the person that is calling.
Send the patient or the request to ROI. Forms processors only attach the most recent office visit notes and cannot attach records for this long of a time frame. Forms processors also do not have access to imaging records.
Yes or No: A request's status is paid/unshipped, pending forms final email completion, can the form be released?
Yes, via fax only.
Yes or No: Can we update a prior form to include a new surgery, injury, or diagnosis?
No. Forms are single use only, they cannot be updated unless the update relates to the current injury or diagnosis; or if the surgery is to correct or repair the original diagnosis on the form.
How would you see a patient's previously submitted/solved tickets?
You would click on the tab with the patient's name.
Can we send a stat if the request status is pending client response or reprocess, but the request has not been touched in 24-48 hour?
Yes, as long as the request has not been touched in 24-48 hours.
A patient calls in and asks if we complete record requests for their physician's office, what is your response?
Double check that the patient is referring to medical records and not a form. If medical records, let the patient know that they have reached the FMLA department and you will need transfer them to someone who can assist them better.
When a patient calls in, what information in Medrelease should be confirmed with the patient?
ALL information. Check the form, confirm the requestor information, the billing information, and the patient information.
What is an unidentified request?
A request that was sent in with patient information and uploaded to Medrelease but we do not have the appropriate information to determine what physician or facility the patient is seen by.
True or False: Everyone should use the online status when actively working.
False. Each person should use their respective online status, either Phones Only or Emails Only.
Patient calls in and states that they need the form by EOD and agrees to stat fee. Form is not completed and sent out until the next business day, do we charge a stat? (We are still within normal TAT).
Yes, even stats are not guaranteed by a certain time and the patient requested / agreed to stat charge. Pt should be advised that it may or may not be completed by their requested time, regardless of if they pay stat fee or not.
True or false: An itemized bill from a physician's office is a medical record.
True.
If a form has already been released to the patient's employer, and the patient wants it faxed to their insurance company, will the multiple requestor fee apply?
Yes