A
What are the 3 types of requests and its definition?
Individual- PT calling in to request for his/her own medical records
Continuing Care- one hospital/facilty asking for PT's medical records from another hospital/facility
3rd Party- It could be a law enforcement or Police asking for a copy of the Pt's medical record
This is the primary platform for managing phone communication and processing credit, debit or HSA card payments
Genesys Cloud
How many verifiers do we need to obtain so we can tag the caller as a verified caller? name 3 caller verifier?
3
Patient's Name, DOB, MRN, Phone Number, Address, last 4 SSN, Treating facility or Provider name
You received a call from a provider who is requesting to be added in our EPIC phone book. What do you need to do?
ask them to send us a letter on their letterhead via email with no PHI to our S3 ROI email address requesting to get added to our provider database. TAT is 1 week/ 5 business days
For processing MHO in EPIC, what are the 2 options for the patients can choose from to sign up?
Email sign up or Text sign up
It is a module within Sutter EHR that allows users to electronically access and download PT's medical records from other health organization who also uses EPIC
Care Everywhere
It is a web-based tool used to check the status of credit card payments and send confirmation emails
OneSource Passport
True or False:
You are speaking with the wife of the PT who is asking for a copy of the lab results of her husband. You need to ask for verbal permission from her husband to proceed with the call
False
Provider calling in requesting for case log to be attested. What is the first question you need to ask the caller
Ask them if they already have a case log or if they still need one generated
what is the standard opening spiel for Sutter ROI?
Sutter Health- Health Information Management This is _____ how may I help you?
What are the 3 methods they can request for a medical record?
Fax, email, or on the website
What information do you need to fill in Genesys cloud before transferring them over to the payment line
Branch: S3 HIM/ Sutter Shared Service HIM
Name on the Card
PT's Name
Amount
Account Number
Caller is asking for a fax number where they can send the records request. What important information you need to ask first before providing the phone number?
What hospital or facility are you requesting records from?
You are speaking with the provider who would like to reach the chart completion team. What do you need to do?
Provide the number or warm transfer the call to the chart completion team
True or False:
It is ok to ask for the Patient's full 9-digit SSN
False
What is the standard turnaround time (TAT) for Release of medical records
5-15 days
what are the 3 methods where you can search for the patients payment transaction in OneSource
Patient's Name, Account number (RID), Gateway payment ID (Transaction # from Genesys)
A provider calling in asking for the PT's medical records and he mentioned that the patient is current being seen by the doctor. What do you need to do?
Process a verbal request
what are the 3 available languages to patients on Sutter Website
English, Spanish, Chinese
what recommendation would you suggest if a caller wants an outside record to be scanned into their Sutter's health Chart
inform them that outside records needs to be submitted to the PT's Sutter doctor for review and then they will send it internally to their designated HIM dept for scanning.
This is where you will see all the scanned interface images such as consents, medical record request form, etc
Media Tab
walk us through on how to send email confirmation using OneSource
1. Select Financial Services
2. Select Search payments 2.0
3. search the account using RID, Gateway payment ID or Patient's Name
4. Click Submit
5. Click on Gateway Profile ID
6. Select Email Confirmation
7. Enter the email address
Provider calling in and asking for PT's medical records and they need it now because the PT will have her appointment tomorrow. When you are about to process the request, you can't find the provider's name in EPIC, what do you need to do?
advise them that we cannot process the request over the phone; they need to send us a writte request and they need to put STAT on the subject line
what will you do if you receive a call from patient who would like to sign up for My Health online>
walk them through on how to sign up in the website or. process the request in EPIC
HIM stands for?
Health Information Management