Non member
What must you state after confirming Non member Involvement
On this call
When can we state full name of member
If its probed " Which Ms. Smith are you looking for" "What's the first name"
What is a full vs complete address?
Full- W 123 Main Street, London WA 54136
Complete- 123 Main street, WA
What key points do we have to cover when scheduling for Virtual visit
In the same state they reside in, On smart phone tablet or computer with front facing camera and internet connection
If consent is already on file for email and member updates email do we read off disclosure again
No, but read off radio buttons if needed
Are you allow to say PCP information to a non member after HIPPA
YES
If non member states " I think so" to non member question is that accepted as a yes?
No, you can only verify mailing address for HIPPA with member or POA/AR. Authorized non members MUST provide full physical address
What phone can not be used for virtual visits?
If outbound and you see member lives in ASM area are we able to schedule?
yes you can get language line on call ONLY if you dont see any previous notes about ASM
Can you schedule a virtual visit with non member without consent?
No, you must have text or email consent on file from member
Are we able to ask member if non member has same mailing address?
Yes as long as you fully verified HIPPA and completed non member process
Who is allow to change address on members file?
Member/POA
What note do we leave about visit for our LHP
Virtual visit-Smartphone/Email
If you see member has text selected on call script but its not selected consent on contacts tab do we read all radio buttons?
Yes, for text always make sure disclosure is marked under contacts tab If it is NOT please read all verbatim disclosures
Are you able to change mailing address after confirming HIPPA with non member
No, we can only select yes or no we can not update Unless POA or AR
What is the process for inbound
Callers number
First and Last name
Open brand call
Verify HIPPA if scheduling
If non member provides complete address are we able to read off the physical address
If a member is not eligible for virtual visit, but would like one what is your status on that call
Needs other location
If member has a flag for Signify and we don't have visits available what is your next step
Transfer to Signify to assist in scheduling
If non authorized non member answered and stated member is a not interested status what is your status
Not interested, Sees PCP etc
Are we able to release date and time of visit for member to Non authorized non member?
No, you must ask non member question state on this call and confirm full HIPPA
When scheduling at alternate location what do we need to make sure to do once we enter address in other location field?
Cass verify and Refresh availability
False member will receive the link before the video chat is ready to start
What does " Safety Concern 8am-12pm" On top of calendar mean and require
Its a safety concern for our LHP's in that area. you are ONLY able to schedule that time frame if you don't visit WILL be cancelled