Call Recording Compliance and Scorecard Evaluation

The Compliance Section of the Scorecard is based on the Likert Scale.

• True

• False

The call recording statement must be given at the beginning of the call and .....

• at the end of the call

• when a new party joins the call

• the call recording statement should NEVER be repeated

• when leaving a voicemail

Subsequent VMs should only include the Champion's name, ______, program phone number, hours of operation

• Champion's Title

• Program Name

• Pt's diagnosis

• Reason for the call

The Champion will get partial credit if part of the information provided regarding drug administration, disease state, or side effects is given correctly?

• True

• False

When discussing whether to start, stop, or resume taking the medication, the Champion should always refer the caller back to their HCP.

• True

• False

Asking the caller, "Since you've started the medication, are you having any trouble sleeping?" would be an example of what?

• being nosy

• digging

• clarifying

• making conversation

When in doubt about an AE or PC.....

• take a break

• report it out

• wait until tomorrow and talk to the supervisor about it

• don't report anything unless I am sure

The intial Vm should include Champion's name, title, program phone number and hours of operation.

• True

• False

When should patient specific information be provided to the caller?

• Before HIPAA compliance

• only when the caller requests it

• After HIPAA compliance

• patient specific information should never be provided

For HIPAA verification, only the first or last name is needed.

• True

• False