Official Telephonic Signature Process

Offices that have the ability to record using Cisco Finesse must follow the process below to complete a Telephonic Signature:

Official Telephonic Signature Process

Follow these steps:

  1. Sign in and open the desktop application.
  • Select the Telephonic Signature tab.
  • Select Medi-Cal from the drop down.
  • Enter the Case ID and click on the [Get Case Info] button.
  1. Inform them that the call is being recorded.
  • Provide a brief overview of the process.
  • Review and confirm the information/form that is being signed telephonically (i.e. RD information, SCD 101, GEN 853, CCFRM 604).
  1. Press the [Start Recording] button at the bottom of the Telephonic Signature screen in Cisco Finesse.
  • Read the following to the client and get their verbal affirmation:
    • “A signature over the phone has the same legal effect and can be enforced in the same way as a written signature. Would you like to sign this document over the phone? [Pause for client’s response] Do you certify under penalty of perjury under the laws of the United States of America and the State of California that you understand the questions and statements read to you, and your answers are correct and complete to the best of your knowledge? [Pause for client’s response] Please state your full legal name, today’s date, and the current time.” [Pause for client’s response]Press the [Stop Recording] button.

  • Note: If the client does not agree/answer the above questions or does not want to complete the Telephonic Signature process check the Telephonic Signature Declined check box near the bottom of the Cisco Finesse screen.

  1. Document actions taken in the Journal page along with:
  • Whether Telephonic Signature was declined or completed
  • What form was signed telephonically (i.e. MC 604 IPS, SCD 101, GEN 853, etc.)
  • What information was gathered through the telephone call
  • Date the Telephonic Signature was recorded
  1. Mail a copy of the form(s) signed by Telephonic Signature to the client (i.e. MC 604 IPS, MC 380 etc.)

Related Topics

Telephonic Signature

Hierarchy of Telephonic Signature

Telephonic Signature Workaround