HIPAA Heros
Insurance for Dummies
Write like a Pro
Dynamite De-escalation
Stupendous Soft Skills
100

An example of PHI (protected health information).

What are names, dates, phone numbers, addresses, social security numbers, diagnoses, account numbers, test results, etc.?

100

Government funded insurance program for low-income individuals.

What is Medicaid?

100

The acronym KISS stand for...

What is Keep It Short & Simple?

100

What to say when you need to convey empathy:

  • “The problem you experienced is no more acceptable to us than it was to you.”
  • “It must have been very frustrating for you to…”
  • “It must seem like these things take forever.”
100

Understanding what the patient is feeling from their perspective.

What is Empathy?

200

Another name for accessing the minimum amount necessary for them to do the job.

What is "need to know" basis?

200

Government funded insurance program for individuals age 65+, disabled individuals under 65, those with end stage renal disease, and ALS.

What is Medicare?

200

Place where you can find UPMC Templates and Style Guides.

What is the Infonet?

200

What to say to the yelling or cursing caller:

  • “I’m trying to help you, but if you continue to yell and swear, I am going to ask that you call back another time. It’s up to you…which would you prefer?”
  • “I’m sorry. It isn’t possible to help while listening to that language. If it stops, I can help.”
  • “If a few minutes helps you calm down before we continue, that would be fine. You can certainly call me back.”
  • “I want to help you, yet the language is getting in the way.”
200

The capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset.

What is Patience?

300

A third party designated by a patent with whom PHI may be disclosed with. 

Who is a PRD (Personal Representative Designation)?

300

Type of health insurance purchased by an individual or a family through the marketplace, directly from private insurers, or through employers.

What is a Commercial or Private Insurance?

300

Examples of tools or methods used to get organized before crafting emails, reports, or documents.

What is brainstorm, outline, dictionary, thesaurus, or search engine?

300

What to say to the caller who wants to speak to a supervisor:

  • “I’m sorry you feel you need to speak with someone else, but that’s the reason I’m here. I have been given full authority to help resolve your concerns. May I have the opportunity to resolve this first?
  • “Please give me an opportunity to try and resolve this for you. That’s why I’m here.”
300

Making a conscious effort to not only hear the words being said, but to understand the complete message.

What is Active Listening?

400

A third party designated by a patient with who may act on behalf of the patient.

Who is a POA (Power of Attorney)?

400

Health care providers or facilities who contract with a health insurance plan to offer services at a discounted rate to the plan members. Plan members usually pay less for services from these participating providers/facilities.

What is In-Network?

400

Examples of things to avoid when crafting any professional writing include:

What is misspelling, ALL CAPS, run-on sentences, bad tone, no punctuation, overuse of exclamation points, replying all when unnecessary?

400

What to say when you want to safely apologize:

  • “Please accept my sincere apology for any frustration this may have caused you.”
  • “I am sorry for any misunderstanding you may have experienced.”
400

Being optimistic about situations, interactions and yourself.

What is a Positive Attitude?

500

Under PA law, minors can consent confidentially to these medical services.

What are Contraceptives, Emergency Contraception, Pregnancy Treatment and Testing, Abortion Services, STD Treatment and Testing, Drug and Alcohol Treatment, Mental Health Care (Inpatient and Outpatient)?

500

Health care providers or facilities who are not contracted with a health insurance plan. Patients can expect to pay much more than if they were to go to these non-participating providers/facilities.

What is Out-of-Network?

500

Before sending an email that contains PHI, the subject line should include this.

What is "Secure:" to encrypt the email?

500

What to say to the demanding caller who wants on-the-spot answers:

  • “Your request goes beyond my authority. I will however, contact the right people and have someone who can help call you back.”
  • “I know you would like an immediate response, and I wish that were possible. This request requires input from other people. I assure you I will locate the appropriate person who will get back in touch with you.”
  • Reiterate what you know, what you can do, and what they can expect.
  • “I don’t want to further disappoint you. I want to be honest about what we can do for you.”
  • Be honest with the Caller.
  • Do not let the Caller make you give an immediate response.
  • Do not make any promises you can’t keep.
500

The imparting or exchanging of information or news.

What is Communication?

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