Melissa Newton Smith’s Post

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Government Programs Advisor & Consulting Leader

#INDUSTRYALERT: In response to the #OCR clarification that #HIPAA Covered Entities may delegate PHI #breach notifications to UHG and Change, and with confirmation that only one party (either the Covered Entity or their Business Associate), must perform the notifications, we are inching closer to a flood of patient/member breach notifications. These notices will be fear-inducing and worrisome, especially for seniors and vulnerable people. Recognizing that the required 60 days for notifications has now passed, Senators Blackburn and Hassan have now issued an official request for notifications to be sent by June 21. What should you do right now? ✅ Every health plan, provider and member-facing vendors should examine Call Center and front desk staffing and arrange extra capacity to handle complex inbound calls and more intense F2F discussions with patients. ✅ Prepare member-facing staff with empathetic, detailed information on what they need to do next to protect themselves. Identify theft in this situation is a very real threat, and vulnerable people may struggle with the resulting fear and uncertainty. ✅ Prepare for a busier-than-normal fall in member-facing departments. As patients experience normal phishing and identity threats, we expect them to call providers and insurors more frequently than normal seeking information, reassurance and potentially identify theft protection. ✅ Help your key vendors and suppliers whose PHI vulnerabilities are impractical to remediate rapidly. Many organizations self-audited their hack-readiness and realized they were, indeed, vulnerable - but when the world went so quickly back to #BusinessAsUsual, all parties just began living with the increased awareness of existing risks. As soon as these notifications drop, we expect to need all-hands on deck interactions. Hoping my #MedicareAdvantage, #Medicaid and Commercial health plan friends are all ready (as well as your member-facing vendors too)! With #CAHPS and #MemberExperience remaining a key priority in #MA #StarRatings, this is a vital time to remind leaders that #ThisIsCAHPS. It will require incremental expense, documented adequately to serve as documentation for potential legal or financial recovery suits in the future. This means we're going to need our CFOs involved to authorize rapid budgets, and potentially more/better vendored flex support to get through what promises to be a busy summer within the #Stars world! #NotBusinessAsUsual ⭐ ⭐ ⭐ ⭐ ⭐

Letter to UHG

hassan.senate.gov

Katie Viehbeck

Building Conversation Bridges

1mo

Super summary as always, Melissa. Have you been keeping tabs on the Ascension ransomware attack? Downright scary. It's really tough to hear how hard it is to create a conversation with members and patients around issues like these. We've seen this so often in other industries, but the physical and psychological safety here in healthcare takes it to a dangerous level for both patients and clinicians. We may hear more from certain members inbound, but the fear may keep some from reaching out at all. Summer of Stars beginning hot 🌡

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