HIPPA VERFICIATION
What must be verified before releasing PHI?
HIPAA verification must be completed.
What tone must SCs maintain?
Warm, friendly, business-appropriate.
What greeting should SCs avoid?
Opening with “Hello?” only.
When must recording disclosure occur?
Before requesting/releasing PHI.
What must be verified for F2F?
Full physical address.
Can you state full address before HIPAA?
No, stating any part before verification is a violation.
Is interrupting a member allowed?
No, it is unprofessional.
Must SC state first name?
Yes, SC must state their first name.
What is required for TCPA consent?
Correct talking point must be stated.
What if address updated incorrectly?
It is a scheduling defect.
Who can verify HIPAA?
Member, POA, or authorized representative.
Can SC use profanity?
No, profanity is prohibited.
When is branding allowed?
After the member is identified.
Can SC say “may be recorded”?
No, this is not acceptable.
Must SC verify HH address?
Yes, for all household members.
What happens if HIPAA is done after PHI?
It is a HIPAA violation.
What if a member expresses hardship?
SC must respond empathetically.
Must SC ask for questions after scheduling?
Yes, asking if they need info is required.
What if rewards card info is wrong?
It is inaccurate scripting.
Can SC rely on Address Repository?
No, must verify with caller.
Can you offer appointments to unverified non-members?
No, appointments cannot be offered.
What if SC stays on line 2 minutes after call?
It is a professionalism issue.
What must be included in closing?
Correct branding and courteous closing.
Must client branding be verbatim?
Yes, required verbatim scripting.
What information needs to be collected or confirmed when scheduling a VV?
Confirm the member can complete the visit in English.
Device type
-Does the device using have access to Wi-Fi or internet?
“Would you like to receive the link to your virtual visit through an email address or your mobile phone number?”
Email address selected: “What is the email address you would like to provide?”
Mobile number selected: “What is the phone number you would like to provide?”