2) Your Attitude-Smile during conversation. It’s true that they can’t see you but smiling will make your voice sound positive, upbeat, and friendly. You also need to be confident. Your confidence will show them that you truly stand by your product or business. They must believe that they really need you. Remember “NO” might really mean “I still need to be convinced.”

3) Manners-It’s really easy to get caught up in a conversation and start talking like you do with your friends. Remember this is a professional call. Avoid repeated phrases or nervous laughs. Don’t chew gum or eat while on phone. Also, keep your mouth a few inches from phone so you aren’t too loud or muffled. Most of all, watch your language. Nothing will end your conversation faster than letting one of those naughty 4-letter words slip out.

4) Surroundings-It is best to be in a quiet and comfortable place away from distractions. If you are interrupted you may forget what you were saying causing you to sound very unprofessional.

5) Information-It is a very good idea to have everything you may need readily available. Have all information organized and accessible within seconds. At very least you should have your website open, compensation plan in front of you, and a list of answers to frequently asked questions handy. Another very important tool to have is a script. With a script you have your lines in front of you ready to go. However, it’s best not to totally rely on a script. I say this because conversation can stray from it very easily.

Well, there you go! Now you have some basic techniques to help you squash your fear of phones and become more professional. I doubt you will be able to do it in one day but with some practice, repetition, and persistence you will sound like a veteran in no time. Trust me if you face your fear now it will pay off big later!

ØGenerally, employer (Plan Sponsor) is not a HIPAA "Covered Entity" - Health Plan is. For fully insured plans, this typically means health insurer, HMO, EAP provider, etc. ØAs Covered Entities, health plans bear brunt of compliance requirements (your responsibilities become exponentially larger as quantity of data you receive increases) ØMeet with every service provider, or ensure that your broker or consultant has reviewed compliance requirements with each ØUse protected health information only for needed administration of benefit programs (HIPAAspeak: "Treatment, Payment and Health Care Operations) ØCollect (and release) only minimum data required to "do job" (e.g. enroll an employee, file claims, etc.) ØRestrict data to those persons who absolutely must use it ØEstablish "firewalls" and safeguards to protect data (separate locked files, restricted access, password protect systems) ØAppoint a Privacy Official (not required for fully insured plans that never receive PHI) ØCreate a Privacy Policy and distribute a Privacy Notice to participants Ø"Scrub" personally identifiable data from communications pieces, ID Cards, etc.

HIPAA, like COBRA before it, will continually change as new rules and regulations are released (for example, U.S. Dept. of HHS has yet to release enforcement rules for HIPAA). Ongoing compliance will require vigilance in remaining up to date on changing laws. It's vital your broker/consultant proactively work with your organization to review plans, identify problems and provide ongoing education to maximize performance of your benefit plans.