Unsecure Email Handling Quiz

What must you always remove from a non-vetted/unsecure email before sending or copying/pasting into the OBEM response?

• Customer details

• Protected Health Information (PHI)

• Subject line only

• Sender's name

If PHI was previously released and successfully linked to the Customer's account, do you need to HIPAA the new/unsecure IBEM?

• Yes, always

• No, because the original vetted IBEM is already linked

• Only for US HCP

• Only for GOP requests

If the original IBEM and OBEM cannot be found or linked, what should you send?

• Standard reply

• OBEM with PHI

• HIPAA response

• Escalation to GPR

In Step 1, how should you sort the queue?

• Random order

• Alphabetical by sender

• Oldest to newest based on Created On date

• By case number

In Step 2, which email should you assign to yourself?

• Most recent

• The oldest email

• Any unassigned

• Only vetted emails

What tool should you use in Step 3 to check for other active emails from the sender?

• NetView

• Outlook

• Advanced Find

• CGHB portal

In Step 4, what should you ensure based on the Email Handling Quick Reference?

• Vetting is complete

• Linking Rules are followed

• Case is finalized

• OBEM is secured

In Step 5, what should you review?

• Sender's address

• Account history

• Escalation email

• GPR notes

In Step 6, what should you determine?

• Case priority

• Sender type

• PHI details

• Queue age

If the email is not vetted, when can you still proceed to Step 7?

• Always

• If it contains PHI

• If it can be addressed with general information

• If from a Customer only