HIPAA and Demographics Matrix

PRO TIPS

If the first or last name doesn’t match please ask the patient if they registered under a different last name ( maiden name), if not, you cannot continue with the call and must refer to the KB article “ACCOUNT MODIFICATIONS“

If the DOB doesn’t match, you cannot continue with the call and must refer to the KB article “ACCOUNT MODIFICATIONS“

For patients under 18 years old:

Women‘s Health:

If a parent or legal guardian calls on behalf of a minor patient, follow HIPAA as the caller is the Patient. We should include the parent or legal guardian’s info in the Memo (first and last name, relationship to the patient, phone number)

If a third party, such as employees from attorney offices who typically call to settle a patient’s debts, is involved, they must provide a Power of Attorney (POA) to [email protected]. Once received, they can be treated as Authorized Users. Until then, they are considered unauthorized users, and no information should be disclosed to them.

Demographics  must be confirmed after verifying HIPAA at the beginning of the call.

Interpreter Process for Non-English-Speaking Patients

1. Authorization and Registration:
   1. If the patient cannot speak English and needs a third party (e.g., partner, husband) to act as an interpreter, the third party must be authorized by the patient.
   2. The third-party must be registered as an authorized user.
   3. Follow the standard verification process for registering and verifying the authorized interpreter.
2. Preferred Method:
   1. For optimal service, it is recommended to use a professional interpreter by contacting “Language Solutions.”

Authorization Process for Adding an Authorized User

Process to add an authorized user to the account can be completed via phone or email.

If opting for email, the patient should send their request to [email protected] and include the following details:

• Case number
• Patient’s full name
• Patient’s Date of birth
• Third-party’s full name
• Third-party’s relationship to the patient
• Third-party’s phone number

Please ensure all information is provided to avoid delays in processing.

All HIPAA-related questions must be verified before disclosing any information.

If the case is ONLY in LIMS, please notate the Authorized User in a separate note to make it easier to identify.

Related Topics:

Language Solutions

Last update by: Nina O (Dec 23, 2024)