Merge Madness
Before clicking "Merge," you must verify these two specific customer data points match exactly.
(Answer: What are Email Address and Full Name/Account ID?)
You see a ticket titled "Question about John Doe 05/12/1988." This is the first thing you must edit before replying.
(Answer: What is the Subject Line?)
This is the only approved tool for receiving or sending secure documents.
(Answer: What is Send Safely?)
This area of the Zendesk shows you everyone who will receive your reply.
(Answer: What is the CC/Followers section?)
The federal law that protects sensitive patient health information from being disclosed.
(Answer: What is HIPAA?)
This is the irreversible consequence of merging a ticket containing PHI into a ticket owned by a different customer.
(Answer: What is a Compliance Violation/Data Breach?)
Name two things that turn a normal subject line into a PHI violation.
(Answer: What are Date of Birth, Social Security Number, or First and Last Name?)
Instead of saying "Please attach your ID to this email," you should provide the customer with this.
(Answer: What is a Send Safely secure upload link?)
If a lawyer is CC’d on a ticket, you should never share PHI until you have this on file.
(Answer: What is a HIPAA Authorization/Consent Form?)
Even if a caller says "I am the patient's mother," you cannot share info without this.
(Answer: What is a verified Consent Form or HIPPA Form?)
If Customer A’s ticket is merged into Customer B’s, Customer B can now see this in their help center portal.
(Answer: What is the entire conversation history of Customer A?)
This is the "hidden" place where the old, unedited subject line still lives if you don't scrub it before the first outbound reply.
(Answer: What is the Email Thread/Original Header?)
If a customer sends a photo of their medical bill directly in the Zendesk chat, you must do this to the image immediately.
(Answer: What is Nothing.. Zendesk is HIPPA compliant therefore any PHI sent by the customer does not need to be removed/redacted)
This is the danger of using "Reply All" when a ticket has an unauthorized CC'd party.
(Answer: What is exposing PHI to a third party?)
This is the first "A" in HIPAA.
(Answer: What is Accountability?)
True or False: If two customers have the same first and last name, it is safe to merge their tickets.
(Answer: What is False?)
This happens to the customer's email notification if you forget to remove their SSN from the subject line.
(Answer: What is the PHI is sent in plain text to their inbox?)
This "Three-Letter Acronym" describes the type of information that always requires a Send Safely link.
(Answer: What is PHI - Protected Health Information?)
If a customer adds a third party to an email thread, you must do this before discussing the customer's medical history.
(Answer: What is remove the third party from the CC or obtain consent?)
Sharing PHI with an unauthorized party is not just an agent mistake; it is a ______.
(Answer: What is a Federal Law Violation?)
When merging tickets in Zendesk, do you check or un-check the checkbox to avoid sending a public reply and risk sharing PHI.
(Answer: What is “Un-check”)
True or False: It is okay to leave a Member ID in a subject line as long as the name isn't there.
(Answer: What is False?)
You should take this action at the end of each day for all files you received via SendSafely?
(Answer: What is delete all files from your computer.)
In Zendesk, this "color" of note allows you to communicate internally without the CC’d parties seeing the message.
(Answer: What is an Internal Note/Yellow Note?)
These are three examples (of 18) identifiers, that combined with a health condition, make information PHI requiring consent to share?
Answer: What are (Any of the following) Name, Address, Date of Birth, Member ID, Phone Number, Zip Code, Client and Client Family Member Names, Fax #s, Email Address, SS #s, Health Plan Beneficiary #, Account #s, Certificate/License/Cred #'s, Vehicle Ident #'s, Device Identifier #'s, URLs, IP Addresses, Biometric Data, Full Face Photos, ANY Unique Identifying #