Just wanted to update my reply: ZOEK was not a good way to go, too costly for what they are doing and poor communication. I usually hire small business Independent contractors and now I remember why. Next time I should reply after I have used services since companies. Thank you for all the good input for future reference. Hindsight right?

We have specific forms we ask our clients to fill out and sign giving us permission to use their logins for specific portals. We call them Portal Access Forms. For numerous reasons, having proxy access has proven difficult for us (portals don’t work as they should, etc). 90% of our clients give us access to log in as themselves and are able to…[Read more]

I have proxy access for all my clients who see folks in one of the big health systems here. That system makes it very easy. Others make it darn near impossible. Next week I’ll be meeting with clients in order to review their records alongside them. Their system only allows access by the person’s DPOA. I had one client just give me his log in…[Read more]

We have no formal communication guidelines when receiving login access to patient portals. We follow the lead of the client. Some wish to do so via text, others via email and some over the phone. We have only had one client (who worked in IT) who had us create our own login as Rebeka is suggesting.

AnnMarie McIlwain

Many of the patient portals now have the option to share access with a representative, providing their own login credentials. During the setup process the patient has to confirm the rep’s info and the desire to share. If that is the case, I do not have any additional forms between the patient and myself.

If there is no share access option w…[Read more]

Hi Roseanne,

As most of us know, cell coverage can be awful in medical facilities. For my clients who have granted me proxy access to their patient portals, I can join their remote appointments that way (the same way they do). For situations in which the client is there in person and I’m remote, I contact the provider’s office in advance and ask…[Read more]

Lisa,

In my ten years of doing this, these are rare situations. Most clients when told what in-person advocacy will cost, opt for dial in. That was true when we started out and is still the case today.

When I do travel to a client, it is typically by train and is not HIPAA compliant. I use the time to work quietly on the client case to prepare…[Read more]

I received a referral to this client from another colleague. The dad and I scheduled a complimentary, no obligation call to take place last week. I called at the mutually agreed upon time but received the dad’s voicemail. He never returned my call. FYI only.

Here’s my outlier response bound to create controversy: Billing for travel time originated with attorneys where is it well known they will work on other client cases while billing another client for their travel time. Clients universally despise this practice because no one likes being double-billed. I do not bill for travel time because I am a…[Read more]

Update on the post…

After I asked for the client’s email address, he ghosted me. So unfortunately nothing to add.

Thank you for the information, Nicole.

Thanks for the link! I found out Michigan is on the list so good information for me to know.

In response to travel time, I typically charge round trip unless I can coordinate the appointment with something else I need to do in the area as well. For those cases, I may only charge one way instead of round trip. I have been deciding this on a case…[Read more]

Actually, there are laws governing recording conversations without permission that vary by state. In states known as “all-party” or “two party” jurisdictions, both the patient and the physician must consent to the recording. In these states, it is illegal to record a conversation with your doctor without her permission. Eleven states, inc…[Read more]