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For anyone out there who is registering patients for patient portal over the phone. What are the standards you are using to verify the patient's identity over the phone (name, DOB, home address)? There has been some debate at my group over what is an adequate amount of info to determine identity.
Posted : February 10, 2015 8:39 am
Hello!
We verify the patient's name, date of birth and either last four of their social or their chart number with us.
If they do not have their chart number and if we do not have their social to compare to, we will print a PIN letter and send it to the address listed in their chart.
Thanks!
Sarah
The Oregon Clinic
Posted : February 10, 2015 8:41 am
As a rule we do not verify over the phone. However, there are times when a patient calls in and is having difficulty getting registerd and verified. We have put the following in an Text Component and start an update in the patient chart. Once we obtain the information we will manually verify them to the chart.
Steps to determine reason verification isn't working:
Is the PIN less than 30 days old? :
Is the patient putting in name as indicated in the chart? :
Is the date of birth as indicated in the chart? :
Is the PIN number as indicated in the chart? :
Is the e-mail registered to another user?:
Pick 3 of the following:
Patient's Social Security number (or last 4) of social security number :
Last date you were seen here at the clinic :
Last 2 providers you saw here at the clinic :
When are you next scheduled here at the clinic :
List a couple medications that would be on your list :
List a couple problems that would be on your problem list :
Hope that helps
Dawn
Posted : February 12, 2015 7:53 am
Wow sorry that didn't format well
Posted : February 12, 2015 7:53 am
Many clinics do not allow over the phone verification for established patients but for the ones that do I would recommend only handling the ones who have an email address within the PM. This is the most secure way to handle over the phone request. If they have an email then you can register them via your current process just don't give them any personal details of the email the portal account was registered under. New Patients don't have chart data to collect so you can handle portal registrations over the phone.
-Danny Duckworth
Implementing GE Patient Portal for over 7 years
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Posted : October 9, 2015 6:06 am
