Callers Refusing to Verify in ReSupply
Article ID: 1033
Unwilling Caller
You may encounter a caller who is unwilling to confirm their information. Attempt to explain the purpose of the call and our department to the patient and reassure them that we only ask for their information to protect their medical information.
If you have my account, you already have those details
"Yes, you're right about that; however, by confirming your name, phone number and date of birth, or your address if you prefer, it ensures that we have, in fact, reached the correct person and that any work I perform will be done in the correct account."
I don't give out my date of birth
"That is perfectly alright and understandable; however, for the security of your medical information, I still need to verify your account. Would you mind providing your full street address so I know I have the right account here for you?"
If the patient still refuses to authenticate:
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Change the contact method to Do Not Contact. For full instructions on placing a patient on Do Not Contact, see Do Not Contact Vs Inactivate (ID: 1240).
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Create a Customer message work item using the Unwilling to Verify template
Salesforce Case for Unwilling Patient
Fill out your Salesforce case as follows:
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Support Category: Other
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Support Sub-Category: Not Required
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Saved Reason: N/A
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Issue Description: PT was unwilling to verify their account.
- Article Metadata
- The following table provides management and control details about the current published version of this article.
Prepared By
Hannah Vincent
Reviewed By
Hannah Vincent
Process Owner
Nader Omar
Subject Matter Expert
Diane Clarke
Visibility
Internal - ACE
Revision Workflow
Standard
Archive Date
DAC
DAC1
- Revision History
- The following table summarizes changes for each published version of this article.
Date
Changes
4 April 2024
Added summary. Updated title to "Callers Refusing to Verify in ReSupply". Added tag "refused to verify". Brought up to current formatting standard. Small edits for clarity. (K00460)