ARPI
If (participant first name, last name) is unable to provide verbal authorization we must request documentation. We can email you instructions on how to provide an Authorization for Release of Personal Information form. Would you like me to send an email with the form and instructions? (Representative emailed instructions if applicable)
What is "Incapacitated"?
Obtain financial POA Information if not already listed in the SSC:
a. relationship, first name, address, city, age, phone number
b. relationship, first name, last name, address, city, zip code, phone number
b. relationship, first name, last name, address, city, zip code, phone number
You must ask the funding representative if they secured the call.
What is a "Warm Transfer"
May be the "primary" a "spouse" or a "dependent". They can secure their own account
Who is "the participant"?
If the participant's spouse is their Approved Representative (ARPI) and they have their accounts linked in the SSC, you must:
a. Secure the ARPI's account
b. Inform the participant that the next time they call in they will have to secure both accounts
c. Verify the ARPI's full name ONLY
a. Secure the ARPI's account
Reading the attestation to the participant, you must:
a. Summarize the information so that the participant can understand
b. Ask your supervisor for permission to skip
c. Read Verbatim
c. Read Verbatim
TRUE OR FALSE
Obtain authorization timeframe for the POA
TRUE
(timeframe stated on the recording must match the information captured in the SSC)
you must secure the call as a normal incoming call.
What is a "Cold Transfer"
A caller with “Durable Power of Attorney for health care decisions” has the same authority as the participant.
Who is "The Financial Power of Attorney (POA)"
Funding Calls: If the participant is not on the line:
a. You don’t need to secure the call since Via Benefits has a PHI data sharing agreement which allows us to share data with the Funding Department.
b. SECURE THE CALL
a. You don’t need to secure the call since Via Benefits has a PHI data sharing agreement which allows us to share data with the Funding Department.
Third party caller other than a POA who has been authorized by the participant or authorized POA to receive Protected Health Information. It will not allow the representative to make or authorize changes to the participant's account. It doesn’t allow the representative to complete enrollments or agree to the Scope of Appointment.
Who is "ARPI Limited"
TRUE OR FALSE
If the financial POA has a linked account, the financial POA’s account must also be secured. If the caller has financial POA for both accounts, both accounts must be secured.
TRUE
Third Party caller other than a POA who has been authorized by the Participant or Authorized POA to receive and use all Protected Health Information, including account information, to submit reimbursement requests and required documentation, and to make changes to the participant's account such as setting web login and passwords, requesting debit cards (if applicable), and changing bank information. It doesn’t allow the representative to complete enrollments or agree to Scope of Appointment.
Who is "ARPI Full "