[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-279682-105":53,"doc-detail-279682-en":127},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":120,"head_meta":122,"extra_data":124,"updated_unix":126},105,"en","covid-19-results-reporting-scripts-calling-and-letters","COVID-19 Results Reporting Scripts - Calling and Letters","","Scripts and counseling guides for disclosing COVID-19 test results and providing patient support. Includes provider instructions for centralized results reporting and for externally tested patients, with clear steps to protect PHI, confirm identity, and manage call scenarios. Provides voicemail and phone-call scripts for negative, positive, and inconclusive results, plus corresponding letter templates and call documentation smart phrases. Also covers interpreter workflows and options for offsite calling to display BMC as the caller source.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/covid-19-results-reporting-scripts-calling-and-letters/279682/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/covid-19-results-reporting-scripts-calling-and-letters/279682.png","ImageObject",442,249,{"name":88,"@type":89},"Sarah ","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-20","2026-09-16",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",9,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"How should providers protect PHI during voicemail or calls about COVID-19 results?","Question",{"text":109,"@type":110},"Avoid stating you are calling specifically about COVID-19 results to anyone other than the patient. Do not disclose PHI if the patient is unavailable, and confirm the patient identity using date of birth before revealing results.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"What are the recommended options for masking or displaying the caller identity when calling from offsite?",{"text":114,"@type":110},"Use *67 to mask a personal number, call through the BMC operator via 617-638-8000 to appear as BMC, or use Doximity Dialer to control the caller ID display (such as the results phone number).",{"name":116,"@type":107,"acceptedAnswer":117},"What should providers do if an interpreter is needed for the results disclosure call?",{"text":118,"@type":110},"Providers should call an interpreter, who will contact the patient and connect the provider. On campus, they can dial x7-5757; otherwise, use the provided Cyracom transfer instructions with the required department code and patient MRN (or 111 if MRN is unknown).","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},279682,1790195835,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":40,"category_name":41,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":136,"language":137,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":138,"faqs":139,"seo_title":140,"seo_description":61,"update_tm":141,"read_time":142},962085320529,"https://ap-avatar.wpscdn.com/davatar_9964176cb1d06d4a9deccf72a44ae3dc","COVID-19 Results Reporting-Scripts  \n5/7/2020 12:52 PM  \nContents  \nNote for providers...................................................................................................................................2  \nScripts .....................................................................................................................................................3  \nScript for voicemail .............................................................................................................................3  \nScript for phone call – Negative ..........................................................................................................4  \nScript for phone call – Positive ............................................................................................................6  \nScript for phone call – Inconclusive-.COVIDINCONCLUSIVECALL ........................................................9  \nLetter– Negative- .COVIDNEGATIVELETTER ....................................................................................... 13  \nLetter– Positive- .COVIDPOSITIVELETTER ......................................................................................... 15  \nLetter– Inconclusive- .COVIDINCONCLUSIVELETTER ......................................................................... 17  \nCall documentation-Smart phrases: .................................................................................................... 19  \n.COVIDRESULTSPOOLPOSTELEVISIT – New smartphrase for pulling in results from COVID Followup flow sheet ......................................................................................................................................... 19  \n.COVIDPOSITIVECALL......................................................................................................................... 23  \n.COVIDNEGATIVECALL ....................................................................................................................... 26  \n.COVIDANSCALL-Result Call Patient Answered ................................................................................ 27  \n.COVIDNOANSWER-Result Call Unable to contact ........................................................................... 27  \n.COVIDPTCALLEDPENDING – Pt called, results pending..................................................................... 28  \nAVS patient education materials-Smart Text ...................................................................................... 28  \nCOVID-19 Results Reporting-Scripts  \n5/7/2020 12:52 PM  \nNote for providers  \nFor patients tested at BMC sites (ILI, ED or inpatient), the centralized results reporting team is using these scripts to disclose results and counsel patients. Feel free to forward patient requests and questions re: their BMC tests to the BMC COVID19 Results pool.  \nFor patients who were tested externally, please feel free to use these guides in counseling your patients.  \nProtecting PHI: in voicemail or when talking to someone other than the patient, don’t say you are calling about COVID-19 results specifically. Don’t disclose PHI if patient is unavailable. Confirm the patient identity (DOB) before revealing PHI. You can say calling from BMC but don’t say a specific clinic.  \nException for disclosing to confirmed healthcare proxy.  \nOptions if calling from offsite  \n1. Dial *67 before calling the patient to mask your personal number. Call comes from private/blocked number so you may want to call patients a second time right away if they don’t answer.  \n2. Dial 617-638-8000 and then calling the patient through the BMC operator. This will make it appear as if calling from BMC. Adds a minute to the call though.  \n3. Download Doximity Dialer to list any number you want to show up on caller ID  \n- To set up your cellphone to show the clinic number when calling, download Doximity dialer:  \n[https://www.doximity.com/clinicians/download/dialer](https://www.doximity.com/clinicians/down","cbCainKVf32zxTTD","https://ap.wps.com/l/cbCainKVf32zxTTD","pdf",327014,28,"English","# Note for providers\n## Protecting PHI\n## Options if calling from offsite\n## Interpreter workflow\n# Scripts\n## Script for voicemail\n## Script for phone call – Negative\n## Script for phone call – Positive\n## Script for phone call – Inconclusive\n# Letters\n## Letter – Negative\n## Letter – Positive\n## Letter – Inconclusive\n# Call documentation-Smart phrases\n## Smartphrase for pulling in results","[{\"question\":\"How should providers protect PHI during voicemail or calls about COVID-19 results?\",\"answer\":\"Avoid stating you are calling specifically about COVID-19 results to anyone other than the patient. Do not disclose PHI if the patient is unavailable, and confirm the patient identity using date of birth before revealing results.\"},{\"question\":\"What are the recommended options for masking or displaying the caller identity when calling from offsite?\",\"answer\":\"Use *67 to mask a personal number, call through the BMC operator via 617-638-8000 to appear as BMC, or use Doximity Dialer to control the caller ID display (such as the results phone number).\"},{\"question\":\"What should providers do if an interpreter is needed for the results disclosure call?\",\"answer\":\"Providers should call an interpreter, who will contact the patient and connect the provider. On campus, they can dial x7-5757; otherwise, use the provided Cyracom transfer instructions with the required department code and patient MRN (or 111 if MRN is unknown).\"}]","COVID-19 Results Reporting Scripts - Calling and Letters | PDF",1789525394,10]