HIPAA/PHI
PHI stands for..
What is "Protect Health Information"?
What is a Health Assessment (HA) Appointment?
This is the proper greeting on every call.
What is "Good Morning/Afternoon. My name is <your name>, your Specialty appointment representative, how may I help you?"
This is the smartphrase used to document when a member is calling to schedule their flu shot.
What is ".sccflu"?
It is a failed warm transfer to the department if these 4 things happen.
What are "the line is busy, you get a voice mail, there is no answer in 4 rings or you are placed on hold for longer than a 1 minute"?
This policy is used when a member states they have KP coverage, but they haven’t received any information or when a member states they were told by the State/Exchange/CMS/etc. that their coverage is active with KP.
What is the Believe Me Policy?
This is the visit type for routine blood pressure checks?
What is "CA BP-20"?
This is what is said to a new or returning member after their chart populates.
What is "Welcome/welcome back to Kaiser Permanente and thank you for choosing us for your healthcare needs”?
We can schedule a COVID drive thru test if...
What is "there is an order from their provider in their chart"?
This is where you route an "Oops'd" encounter.
What is “p focc close encounter”?
This is where you can find Power of Attorney, Health Care Representative and/or Advance Directive in the members chart.
What is FYI or in their scanned documents?
Specialty agents can schedule an Urgent Care check in time only when this occurs.
What is "when the smartphrase states to schedule in Urgent Care"?
We use this smartphrase to document the use of an interpreter or video relay.
What is ".cclanguageline"?
This is the department type to use when scheduling a drive thru COVID-19 test.
What is "EXPRESS CARE (LOCATION)"?
The SCC are to notify the member they are overdue for these Health Maintenance Alerts (HMA).
What are Colorectal Cancer Screenings and PAP Smears?
List the HIPAA identifiers.
What are Medical Record Number, home telephone, residence address, date of birth, SSN or PCP?
These locations have CDUs.
What are Tysons Corner, Gaithersburg, Capitol Hill, Largo, South Baltimore?
Before ending a call you must ask the member this.
What is "Is there anything else I can assist you with today?"
This is your "Reason for Call" if a member is calling for their COVID-19 results.
What is "COVID 19 RESULTS REVIEW"?
This is documented in the appointment notes if a member is running late for the appointment and does not want to reschedule.
What is "ETA, followed by the reason for the appointment and phone number"?
A parent or legal guardian of a minor can't receive information related to...
What is Drug Abuse, Behavioral Health issues, Alcoholism, Sexually transmitted diseases, Pregnancy, Contraception (birth control)?
These are the only Primary Care appointments scheduled by the SCC.
ALL calls require the use of a smartphrase except...
What is "when a member is calling for general information (e.g. hours of operation, floors, phone numbers, directions etc.)"?
This disposition is selected in the COVID smartphrase if the member has a POSITIVE COVID infection indicated on their Storyboard.
What is "Member currently on home isolation or known COVID-19 patient"?
The SIGN LANGUAGE USA (SLUSA) line will need to be called if the request for an appointment or cancellation falls within these timeframes:
What is "the weekends OR appointment is within 24 hours"?