Call Summary
(Star Rating: 1-5) How would the below Call Summary be scored? (TIP: Utilize the CxC QE Program Guide as a resource)
After the appointment is scheduled, we say: "Ok, I have you scheduled.". Consumer asks: "What are my prep instructions?"
2 star.
"Specialist does not attempt to recap the call", and "Specialist is missing pertinent information for the consumer to take next steps."
What are the verification requirements to successfully meet HIPAA rules?
REQUIRED: First & Last Name AND Date of Birth, plus one additional identifier from the below list:
Full Address (Including city, state, zip), OR Full Phone Number, OR Last 4 of SSN
(Star Rating: 1-5) How would the below Call Summary be scored? (TIP: Utilize the CxC QE Program Guide as a resource)
"Bob, just to recap, I was able to schedule your appointment for (date) at (location). Please remember to (prep instructions). Is there anything else I can help with today?"
5 star! This hits on all key information to ensure our consumer's needs are taken care of. See the 5 star example in scoring guide.
Yes or No: Does the below scenario meet verification requirements?
Verified First Name, Last Name, and Date of Birth
No. This is missing a third identifier (i.e. - The full address, full phone number, or last 4 of SSN)
(Star Rating: 1-5) How would the below Call Summary be scored? (TIP: Utilize the CxC QE Program Guide as a resource)
"Ok, you're all set. Bye". Consumer asks: "I'm sorry, where am I supposed to go?"
1 star.
"Rush to end the call" and "Specialist does not provide additional information".
Yes or No: Does the below scenario meet verification requirements?
Verified First Name, Last Name, Date of Birth, and phone number such as 555-5555
No. Although the phone number was the third identifier, it's missing the area code.
Yes or No: Does the below scenario meet verification requirements?
Verified First Name, Last Name, Date of Birth, and Full Address (i.e. - 123 S. Colorado Street, Denver, CO 12345). Information is provided BY the consumer.
Yes! This meets all 3 identifier requirements.
Yes or No: Does the below scenario meet verification requirements?
Verified First Name, Last Name, Date of Birth, verified address by asking consumer: "and you're still at 123 S. Colorado Street?")
No. Information must be provided by the consumer, we shouldn't give out information before successfully verifying.