HIPAA/CARE/Call Management

What does "HIPAA" mean?

• Health Insurance Portability and Accounting Act

• Health Insurance Plausibility and Affordability Act

• Health Insurance Portability and Accountability Act

• Health Insurance Portability and Advisory Act

What 3 primary pieces of HIPAA information should you get on every call?

• Member's name, address and DOB

• Member's SS#, DOB and Phone#

• Member's name, ID# and SS#

• Memeber's Full Name, ID# and DOB

What does "PHI" stand for?

• People's Home Information

• Protected Home Information

• Protected Health Information

• Private Health Information

Where are HIPAA authorizations housed?

• The Marriott

• CIRS

• Pulse

• Solution Central

What does the 'C' in CARE stand for?

• Collect as much information as possible from the member

• Connect with the Customer on a Personal Level & Show Genuine Interest

• Collaborate with the member to show that you are listening

• Cookies

T/F If the member's Relationship Status is listed as 'Unknown' in Solution Central I should use whatever gender the member sounds like on the phone.

• True

• False

HIPAA True or False - If a person (not the subscriber) is calling for another adult member, you must ask if that member is available to speak every time, even when the caller has verified all information.

• True

• False

What does the 'A' in CARE stand for?

• Always Stay Level-headed

• Always Assert Power

• Always Be ASSERTIVE With the Customer

• Always Communicate With Confidence & Knowledge

True or False - Saying "um" and using other "filler words" show confidence.

• True

• False

True or False - When answering a call, immediately greet, introduce yourself and offer assistance.

• True

• False