Nursing Assistant Certified

MRR: CLEANING TALKING POINTS

Greeting: Introduce self and calling from Inovalon on behalf of <Health Plan>

Recording Statement: Call is being recorded for training and quality purposes.

oRecording statement must be stated to each person.

Reason for Call: “I understand that this is a difficult and challenging time for you and your patients, but please allow me to quickly verify some information for an upcoming medical record review.

oVerify providers, site information and chart location

oState for HEDIS if HEDIS call

Confirm speaker: Name of person and if he/she is correct person to verify this information

Providers: Confirm if provider(s) are located at site

Chart Location: Confirm if provider’s medical records are located at site

oIf records are no longer at site, ask for information of where records would currently be located

Inbound Site Information to Confirm

1.Site name: Full name of site

2.Street address: Physical address of where medical records are located

3.Suit/floor number: Must ask even if not listed and confirm if it is listed

4.City, State and Zip code:

5.Contact Person: Name of best person for medical records

6.Phone: Best number for medical record information and requests

7.Fax: Best fax number for medical records requests

8.Site Hours of Operation: ONLY if creating a site

Chart Type: Type of medical records kept—paper, electronic or both

oIf electronic, ask type of system and if would be interested in electronic record collection as this will more quickly and efficiently allow for record collection especially during this time

Third Party Copy Vendor: Document vendor (Ciox, ShareCare, etc) if site uses this feature

Set Expectations: Inform site that someone may reach out to them to schedule the medical record request.

Closing: “Thank you for your time and please stay safe during this time.”

Offer contact information: If they do it is 844-***-****

**Auto-Fax will automatically be sent if number of pursuits requested falls within fax threshold**

If cleaning call moves to scheduling (not eligible for auto-fax) then follow the appropriate scheduling process with an emphasis on electronic collection if possible

If documented that chart type was asked in last 90 days (and site said no to electronic)—ask AGAIN based on current circumstances with an emphasis on understanding that we have asked before, but want to check again due to current conditions

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