Since March, there have been significant changes to procedures and requirements since COVID-19. To support CM’s and WC’s, we decided to create one place where you could get answers to your questions, and clarity on new procedures.
Who do I send documents/requests to?
If you are not sure where to send something, it is okay to send to cmsupervisors. We will forward accordingly. However, if you can recall these are some pathways for the most immediate results:
- Payroll and Critical Incidences: firstname.lastname@example.org
- Paperwork that just need to be scanned to the record: email@example.com
- Questions regarding billling issues: Ham-CmSupport@healthaffiliatesmaine.com
- Questions re: Chromebook/jet pack: Helpdesk@healthaffiliatesmaine.com
- Mailing requests or EHRYW issues: Your supervisor
- Email confirmations: Your supervisor or your auditor (which is Gleason@healthaffiliatesmaine.com or Kelly.Johnson@healthaffiliatesmaine.com
- Ur continues to be available by phone, chat in EHRYW or email.
Can I access a Health Affiliates Maine office?
- The Rodman Rd. office is now closed to per diem CM’s/WC’s. If you need to drop paperwork off to the Rodman Rd office, you can enter the front entrance vestibule M-F from 8-5 and place your paperwork in the lock box.
- Due to the small size of the Farmington, Augusta, & Ellsworth offices, these offices will remain open to case managers/wellness coordinators. No more than 5 in the building at a time. We don’t believe given the size of these offices, that this will be a problem. However, please inform your supervisors if it becomes a concern. We ask that you practice social distancing to highest extent possible while using the office, and use the provided wipes/cleaner after use of shared equipment and spaces.
- Due to the large number of people who use the South Portland office, we will be working out a rotating schedule in which people know what times and days they can access. Please email Maria if you have further questions Tripp@healthaffiliatesmaine.com
- We will do our best to keep these offices supplied with materials. Please keep us informed if you notice issues.
When are supervisors available at the office?
Your supervisor is available whether working at the office or remotely, and will keep you up to date on any schedule changes and how to reach them.
Currently the office schedule is:
- Monday’s: Katie
- Tuesdays: Kelly
- Wednesdays: Marylena
- Thursdays: Katie, Kelly, and Marylena will rotate Thursdays
- Fridays: Kate & Michelle
- Kate and Michelle will be rotating throughout the week.
How do I open a client during social distancing?
At this time, if you need to open a new client, you no longer need to mail an intake packet, unless the client requests paper copies to review. We must first offer patient portal, then email, then verbal consent as a last resort.
Opening Client through Patient Portal
For the client to access documents via the patient portal the client must have an email address and a device they can use to access the internet (smart phone, computer, etc). If the client agrees to receive documentation through the portal, all intake documents including releases can be sent and signed through the portal. CM/WC’s need to review each form with the client during the initial meeting to ensure the clients understands what they are consenting to. If you are in need of detailed instructions on how to use the portal please watch the screen cast below:
Opening Client Via Email
If you have offered the patient portal and there are barriers for use, you can email clients securely opening documents. Once the client has received the documents, at your initial meeting review each form with the client. Once they have reviewed, ask that they print and mail back signed documents, or ask that they respond to your email stating that they have reviewed and consented to each form. PLEASE NOTE, CLIENTS CANNOT CONSENT TO A RELEASE OF INFORMATION VIA EMAIL, UNLESS THEY PRINT, SIGN, AND SCAN BACK SECURELY. RELEASES REQUIRE SIGNATURE (you can request that your supervisor mail the client a release for signature).
Next go into the client record and sign off on all of the opening consents. You will need to put N/A in the client signature section of each form and also add to the comments section of every form “Due to Covid-19 precautions, initial intake occurred via phone/telehealth and client reviewed forms and consented through email.”
Once you have signed all of the consents, you will be able to complete a first session intake. This is crucial, as it alerts UR/billing to register your client in KEPRO so that we can bill. Make sure in your progress note to also state, “Due to Covid-19 precautions, initial intake occurred via phone/telehealth. Client was emailed an intake packet prior to intake. CM/WC reviewed all consents with client via phone/telehealth, and consented to services. Client agreed to email case manager confirmation that they have agreed to services. This email will be placed in the record until client can sign in person”
Opening Client Via Verbal Consent
If you have offered patient portal and email, and there are barriers, as a last resort you can use verbal consent when opening a client. For this process you should review each consent form with client as you normally would during an intake. Then confirm that they have consented to each form. PLEASE NOTE YOU CANNOT USE VERBAL CONSENT FOR RELEASES OF INFORMATION. RELEASES REQUIRE SIGNATURE (you can request that your supervisor mail the client a release for signature).
Next go into the client record and sign off on all of the opening consents. You will need to put N/A in the client signature section of each form and also add to the comments section of every form “Client approved this consent verbally via phone call on 5/15/20 as the client was unable to sign in person due to Covid-19 and had inability to use email/patient portal.”
Once you have signed all of the consents, you will be able to complete a first session intake. This is crucial, as it alerts UR/billing to register your client in KEPRO so that we can bill. Make sure in your progress note to also state, “Due to Covid-19 precautions, initial intake occurred via phone/telehealth. CM reviewed all consents with client via phone/telehealth and obtained verbal consent as the client was unable to use email/patient portal.”
How do I send ISP’s and crisis plans for client signature?
At this time we have 3 options, patient portal, email, and verbal consent. We should be offering patient portal and email first as verbal consent should used as a last resort.
The first option we would like you to offer is patient portal. For the client to access documents via the patient portal the client must have an email address and a device they can use to access the internet (smart phone, computer, etc). If you need step by step directions on how to use patient portal please go to the video below:
The second option we would like you to use if the client has the capability and is comfortable using it, is email.
On your Google Drive is a screen cast of how to save an item to your Google Drive, so that you can then securely email the item to the client (the first half of the screen cast outlines how to fax, the second half of the screen cast outlines how to download items for email).
Please see screen cast entitled, “Faxing Docs and Downloading a doc to be emailed” found in your Google Drive.
Once you have the document ready to send, send the client a SECURE email, by typing SECURE in the subject line of the email, and include the following message:
“Please review the document attached that we previously created, and let me know if you approve of the document.”
Once you have received a response from your client, forward the email to your supervisor who will forward on to records.
Please make sure that you document on the item (ISP/Crisis Plan in the additional comments section) and in the progress note, that “Due to Covid 19 precautions, meeting to create document was held via phone or telehealth, and client was unable to sign. CM/WC will email document to client for approval and will have client sign document once in person meetings resume.”
Please use verbal consent after exploring if patient portal and email are an option.
Please make sure that you document on the item (ISP/Crisis Plan in the additional comments section) and in the progress note, that “Due to Covid 19 precautions, meeting to create document was held via phone or telehealth, and client was unable to sign. CM/WC obtained verbal consent for the document.”
How do I send a fax to a provider?
Great news, you are now able to send faxes via the EHR. Please review the screen cast in your Google drive entitled, “Faxing Docs and Downloading a doc to be emailed”
How do I hand in CANS or ANSA’s?
If you are able to send these via fax or scan to the office, this would be best. You can then hold onto the originals until you are able to access the office. We will work on setting up mailing options as needed. We have now also instituted taking a photo from your CHROME BOOK ONLY as a last resort.
Directions on how to take pictures of documents using CHROME BOOK ONLY
- You will want to click on the launcher icon in the bottom left hand corner.
- You will want to navigate to the search bar and type in Camera and launch the camera app.
- You will notice that the text will be backwards. So from here you will want to navigate to the icons on the left of the camera app and click the top one (Photo 1), this will flip the image (Photo 2).
- From there you can take the photo. After a photo has been taken that you think is good, you can click the camera roll at the bottom.
- Once opened from here what’s left to do is to crop the image to the best of your abilities. What you will have to do is once the image is opened (photo 1) you will want to click the crop icon (photo 2) then begin messing with the crop tool to get it as clear as possible (photo 3) From here once you have it cropped you will want to click done and it will save your edit to your photo.
- Finally after the photo has been cropped it will save to two spots. In your downloads folder and Images folder within the Files app on the Chromebook. You can get to this folder by clicking the launcher icon (photo 1), then type in files within the search window (photo 2) and finally click on either of the two places it saved (photo 3). From here you can attach the files to the emails and send them in how you would normally send a scan.
*** NOTE: The Better the lighting and angle in which you take the photo (for example on a table in a well-lit area) will provide better quality images.
What about getting originals of paperwork to the office (for circumstances where we already have a copy through fax or email)?
You can either drop off at a satellite office per your supervisor’s instruction, or Rodman Road lock box. If you live too far, hold onto the originals for now. We will get them as soon as we can be face to face.
How to I document telephone contact versus telehealth contact in the progress note?
***Please note these instructions are for CASE MANAGEMENT ONLY-BHH has different protocol.
When completing a telehealth note, you need to choose telephone:
When you write the progress note, you must note the location of the client/guardian, the location of you (can be “Auburn office”), and anyone else who is part of the telehealth session. Example “Kate Marble hosted the telehealth session from office in Auburn, to clients home address on 42 Main St. in Lewiston. His wife was also at 42 Main St. Lewiston and participated.”
When completing a phone call you should choose telephone collateral:
How can I start using telehealth?
Before starting to use our telehealth platform, it is required that you get permission from Kate.
- To start, you need to sign a Business Associates Agreement (HIPAA document) with DoxyME as a “provider.” For this, you will need to use your Chromebook/and your HAM email address.
- Click on this link https://doxy.me/sign-up
- You will need to put in your name, email and make a password. It will ask you for a room name. This is the name that your client will see when they go to the site so you want to make it simple for them to recognize; we suggest you make it your name. For example: KateMarble
- Follow the instructions from the link to set up account.
- Once you login to your account you can get your BAA. Click on link below for video of how to do this. https://help.doxy.me/en/articles/95880-how-do-i-get-a-baa-with-doxy-me
- To generate the business agreement you will to enter info. Here is the info:
- Your Name: You will need to put in your name, not the clients—this is registering you as the provider side
- National Provider Identifier: 1932413556
- Your position or Title: Case Manager
- Name of Covered Entity: Health Affiliates Maine
- Business Type: Professional corporation
- Type of organization: Professional Mental Health Setting
- Address: 306 Rodman Road, State: Maine
- Then Send me your BAA agreement via email.
Kate will then send you step 2 with additional instructions. You cannot begin to use telehealth until Kate has sent you step 2 and given you permission to move forward.
I am used to dropping off my payroll every Friday to the main office, but due to COVID-19 I want to email it. How do I do so?
You can complete your payroll and admin forms on your chrome book-if you need copies of these form they are on the back office. Below are instructions on how to send the documents in an email attachment.
Directions on sending multiple items from google docs/sheets in 1 e-mail as attachments:
Once you find your created google doc/sheet:
- Double click to open it.
- Click on File.
- Click on Download As and Choose PDF.
- Click on Export. Now it is in your Files folder.
- Do this for each document that needs to be submitted.
- Open your Gmail and compose.
- Click on the attachment.
- My files should appear. Click on Recent or Downloads.
- Double click on document you want to attach. Repeat this step for multiple documents.
- Ensure that the email is secure, by putting secure in the subject heading, and email to firstname.lastname@example.org. Click on Send.
I am struggling with all of these changes and the impact of COVID-19, how do I access extra support through the Employee Assistance Program (EAP)?
The EAP is free for case managers and their household members to access. HAM does not know who uses the program (only how many use it). You can reach the EAP at 1-800-999-7222, 24/7 365 days per year! We highly encourage you to use this resource for support.
I need to travel for work during the “Stay Healthy At Home” requirements. What if I get pulled over?
Andrea sent an email on 4/1/20 that included a letter that you can print and keep with you, documenting that you are an essential worker. If you do not have access to a printer, please inform your supervisor who can mail you a copy of the letter.