Call Flow:

Opening –

Hello, my name is (name) with Inovalon calling on behalf of (health plan) on a recorded line. I’m calling to confirm some
basic information for an upcoming medical record review. Is this something you can help me with? Can I have your name
please?
If Providers –

I have (number) provider(s) to verify… Is (provider name)at your facility?

Is this where their records are located?
Confirm Site –
Does the facility go by “Facility Name”?
- (If Change) May we know the reason to the change of name?
The address that we have here is “complete address”, is this accurate?(be sure to ask for Suite#, Floor# etc)
If new site is likely to be created, what are the hours of operation?
The number we have here is “phone number called”, is this the best number to reach for record requests?
Who is the best person/department to contact for future requests?
What is the best fax number for record requests?
Let me repeat that back to you XXX-XXX-XXXX, correct?

Charts –
How do you keep copies of charts? Paper or electronic or both?
- (If Electronic/Digital) What type of software do you use? Do you use a 3 rd party chart vendor service?
Closing –
Thank you for your help today, someone will be reaching out soon regarding this request
Let me give you my contact information in case you have any questions. My name is (name) with Inovalon. The number
to call back is 844-682-9764 and your site ID is: (Cleaned Site ID) which can be used as your account number. Thank you
and have a great day!

Closing- Voice Mail Message Left

Hello, my name is (name) with Inovalon calling on behalf of (health plan). I’m calling today to confirm some basic contact
and provider information for an upcoming medical record review. If you can please call us back as soon as possible to
confirm this information we would greatly appreciate it, the number to call back is 844-682-9764 and your site ID is A as
in apple: (inbound Site ID) which serves as your account number. Thank you and have a great day!