Handling Calls on Behalf of a Patient

If a caller is speaking on behalf of a patient, follow this process:

Step 1: Verify Patient Identity

Say: "I do need to speak with the patient to verify their information."

Once the patient has confirmed their information, proceed to the next step.

Step 2: Obtain Consent

Ask: "Do I have your consent to speak with [Caller’s Name] on your behalf?"

• If yes, continue assisting the caller.
• If no, inform the caller that you can only speak directly with the patient.

Handling Different Requests:

For Scheduling Calls:

• Ensure the caller or patient verifies patient information before proceeding with scheduling.

For Information Requests:

• If NO Release of Information (ROI) is on file – The patient must give verbal permission before any information can be shared.
• If an ROI is on file – Verify the caller’s identity before releasing information.

🚨 Reminder: You CANNOT provide any patient information unless: ✔️ A valid ROI is on file OR ✔️ The patient gives verbal consent during the call.

Current 3/14/25