Under 18
If a foster parent needs to schedule an appointment, can they do so?
Yes, as long as they can provide the patient's DOB and full name, and PSR does not release any PHI.
Can a patient cancel an appointment?
Yes, but ensure to verify HIPAA
You got a caller that needs the PSR to confirm and update the patient's insurance, are you able to proceed with confirming and updates in Athena? The caller is not on HIPAA.
No, Caller is not on patient's HIPAA chart. Even confirming patient information is a HIPAA violation. Remember that employee should not share any PHI.
If Dr. McDonalds from Clear Lake Regional Medical Center call to Village Medical contact center and request information from a patient; he provides the DOB and full name, would you release any PHI?
Yes, because it is a covered entity and valid reason for the caller to reach out to us. Unless there are restriction on the account indicating differently.
The caller is a minor, they need to reschedule an appointment. Will you proceed with the rescheduling, base on HIPAA?
No, they will need their parent or guardian to call in and request the reschedule.
If the caller is the patient and need to schedule an appointment; they verified their full name and DOB (HIPAA verification); will you schedule the appointment?
Yes, caller was able to do HIPAA verification; therefore, I will proceed scheduling the appointment.
If a close relative calls in on behalf of the patient requesting to speak to the patient's PCP; caller was able to provide the DOB and patient's full name, but they are not listed under HIPAA, will you send a case?
No, because they are not listed in HIPAA. Base on compliance workflow, sending a message is not part of the workflow.
If a diagnostic center calls and needs to obtain information related to an order, will you proceed with HIPAA verification?
Yes, will request the patient's DOB and full name and transfer to referral.
A minor calls on behalf of their parents to request the cancellation of an appointment, are you allowed to cancel the patient's appointment?
No, as the caller is a minor, they will need to have their guardian's consent.
If the patient is a Spanish speaker, and they have their friend to translate all their needs in English, will you assist the caller?
The first thing to do is to check and see if there is an ROI on file to allow us to speak with the caller. If there is not, then we should utilize language line to be sure that the patient gives authorization.
If a caller advises that they had gotten a fax from VMD which contains sensitive information, how the situation be handled?
You must ask the WH question (Who, When, What). In addition, advise them to destroy the document by shredding it or tearing it into small pieces before throwing it away.
If the insurance's company calls requesting to update a patient's phone number, can it be done?
Only if the patient has the same insurance listed on their chart and their phone number matches what they have.