How Agents Should Respond
Who Owns Health Information?
Why "Calling for My Mom" is Sensitive
What is "Authorization"?
Collaboration & Case Management
If a family member calls without authorization, agents should politely explain that they cannot share information. Instead, they can offer to help the member directly or explain how to provide authorization.
Clear communication and empathy help maintain trust while following privacy laws and company policies.
Who Owns Health Information?
In the U.S., health information is considered the property of the individual patient. Only the member can decide who has access to their medical details, regardless of age or relationship. This means that even close family members, like spouses or adult children, cannot automatically access a member’s health information without explicit permission.
What is "Authorization"?
Authorization is a formal process where a member gives written or verbal consent for someone else to access their health information. This is required by law before sharing any details with others.
Agents must always check for proper authorization before discussing a member’s health or coverage with anyone else—even family.
Why "Calling for My Mom" is Sensitive
When someone calls on behalf of a family member, agents must be careful not to share information unless authorization is confirmed. This protects the member's privacy and follows strict legal requirements.
Even if the caller sounds trustworthy or is clearly related, privacy rules still apply. Agents should explain the need for authorization respectfully.
Why "Calling for My Mom" is Sensitive
ISD Team
Created on April 21, 2026
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Transcript
How Agents Should Respond
Who Owns Health Information?
Why "Calling for My Mom" is Sensitive
What is "Authorization"?
Collaboration & Case Management
If a family member calls without authorization, agents should politely explain that they cannot share information. Instead, they can offer to help the member directly or explain how to provide authorization. Clear communication and empathy help maintain trust while following privacy laws and company policies.
Who Owns Health Information?
In the U.S., health information is considered the property of the individual patient. Only the member can decide who has access to their medical details, regardless of age or relationship. This means that even close family members, like spouses or adult children, cannot automatically access a member’s health information without explicit permission.
What is "Authorization"?
Authorization is a formal process where a member gives written or verbal consent for someone else to access their health information. This is required by law before sharing any details with others. Agents must always check for proper authorization before discussing a member’s health or coverage with anyone else—even family.
Why "Calling for My Mom" is Sensitive
When someone calls on behalf of a family member, agents must be careful not to share information unless authorization is confirmed. This protects the member's privacy and follows strict legal requirements. Even if the caller sounds trustworthy or is clearly related, privacy rules still apply. Agents should explain the need for authorization respectfully.