Member Communications Opt-In and Opt-Out Policy & Procedure

Table of Contents

1. Document Review and Revision History
2. Purpose
3. Definitions
4. Policy
5. Procedure

1. Document Review and Revision History

This document was reviewed and approved for adoption as the Navigator Healthcare standard. Any existing policies, guidelines, and/or position statements were compiled to create a composite document. This document supersedes all previous versions of policy guidelines or position statements that were in effect prior to approval of this document.

The following delineates the review and revision history as a Navigator Healthcare policy:

2. Purpose

The purpose of this policy is to outline Member communication procedure and documentation requirements for opting in or out of email and/or text messages from Navigator.

3. Definitions

Member - Individuals who contact Navigator in order to receive services either on behalf of themselves or a
significant other

4. Policy

This policy outlines the process for collecting and documenting Member status of consent to receive email and/or text messages from Navigator.

5. Procedure

1. Incoming calls
   1. Journey auto-populates the number of the caller
   2. Care Consultants confirm the best phone number for use in case a call-back is required
2. During appointment scheduling, Care Consultants explain Navigator’s ability to communicate via texting and/or email in order to:
   1. Confirm or remind of pending scheduled appointment
   2. Distribute surveys for the purpose of obtaining:
      • Feedback on our services (e.g., Net Promotor Score survey)
      • Information related to their treatment in the event we are unable to connect telephonically (e.g., treatment status, barriers, single CAHPS question)
   3. Distribute Release/Exchange of Information form in supporting ongoing care coordination following initial appointment
   4. Receive responses to surveys and signed release of information
3. Members may opt-in to email or texting and indicate communication preferences which is documented in their record:
   1. Interaction Follow Up Calls / Outreach
      
   2. Email/Text Communications data collected using a multi-picklist for opting in or out of acceptingOpt-in or -out (multi-picklist)
      • Yes, email
      • No, email
      • Yes, text
      • No, text
   3. Preference for e-communications
      1. • None (no preference)
         • Email
         • Text
4. Members may opt-out of email, texting or follow-up phone calls at any time in the course of services