1st Attempts
What journal template do we use when we are sending a successful attempt after speaking with the attendant?
Scenario 1
What is the name of our new phone system?
AWS, Amazon Web Services, or AWS Connect
What are the only response sources we use the intake queue?
Verbal and Other
How many task areas are in PMR?
How long are we required to wait on hold for a provider?
1 minute
Where is the provider information listed on the request?
4142A
If a request is being closed out as PHP Information Invalid, is that considered "Provider Verified" or "Provider Not Verified"?
Provider Not Verified
What do we do if we come across a facility that is affiliated with the Department of Veterans Affairs?
Reject it as non-private.
If we have a doctors only request, can we send the request if the record states a facility and we are able to confirm the doctor on the PHPs website?
Yes
In what scenario would we mail a request to the provider?
Per Provider’s request.
After preforming research and unable to locate contact information and the address is not invalid.
How do you close a request in the Case Management System?
Add call recording
Add Comment
Select ‘Upload Response Document’
Change Request Status to ‘PMR Refusal’
Change ‘Type of Refusal Provided’ to ‘Verbal’
Select Refusal Reason based on provider response
Select ‘PROVIDER NOT VERIFIED’ or "PROVIDER VERIFIED"
If the patient's middle initial is missing in the extracted fields, what should we do?
Index it to match the 4142/4142A
What do we do if the request does not meet the minimum requirements to process and we don't have enough information to do research?
Reject it as Incomplete PHP Information
What are the minimum requirements for PHP information listed on the 4142a in order for us to be able to process the request? (List all please)
Facility/provider name along with City and State, 2. Facility/Provider Name along with phone number. 3. Facility/provider name along with a zip code
We are requesting records from Virginia Hospital Center. At the time of the call, we are informed that the patient was transferred to Bon Secours St Francis Medical Center, and they do not have access to any of the records anymore. What Non-PMR Response Category would this request be closed with?
No Records Found
What should we reference if we don't know if a request should be sent or closed?
Call Decision Tree
If the recording confirms the facility but we do not have a fax # to send the request. What do we do?
Mail the request
What are the main Objectives of First Attempts
Reach the correct PHP: ensure you have contacted the correct facility and/or doctor, Ask for the medical records department.
Establish why you are calling: To obtain an email address or fax # to send a medical records request.
Confirm that the provider has records for the patient (the veteran or claimant)
Confirm/Update/Obtain PHP information with the Point of Contact: Address, email, fax, direct phone number to medical records department.
Overcome any objections that may be presented.
Have a POC Commit to a turnaround time.
Set an expectation: You will be providing a cover page that will have instructions on how the provider can return records
If the phone number listed on the request is invalid/disconnected/out of service/beeps etc., and we are unable to locate an alternate phone # and there is not a complete address listed on the request, the request will be closed as what NON- PMR Response category?
PHP Information invalid
Can we update the providers address?
We can make small updates to the address like the zip code and adding a suite. DO NOT COMPLETELY CHANGE THE ADDRESS UNLESS IT WAS VERBALLY PROVIDED TO YOU. (recording does not count)