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Answering the Phone and Answering Questions about Incoming or Outgoing Records Requests

  • When answering the phone for any call, use the following greeting.  "Good (morning/afternoon/evening)!  Behavioral Medicine, PC, This is (insert name).  How can i help you?"

  • When answering questions about records requests, it is important that you never disclose patient information until we have verified the patient’s consent of release of information. You can neither give information or acknowledge that a patient is being treated until this consent is received.

  • When answering a call about a patient’s records request, take down the information the caller is looking for (patient name, DOB, what type of records) as well as the caller’s information (name, business, call back number). Then let the caller know that we must verify that they are approved for release of information, and that we will give them a call back once we have checked our files.

  • After hanging up the phone, pull the patient’s chart and check their current ROI. If the business or medical office is listed on the ROI with the patient’s signature, we can move forward with the records request.

  • Check that the ROI is updated and not expired. If ROI is out of date, call the patient and let them know that at their next appointment we will need to update their ROI.

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