COVID Hold Protocols
** A provider or client/patient requesting to share their positive Covid result with a user of the Zeel network they were in contact with in recent days:
Tier 1 and 2 ONLY send the Covid Hold message and apply the Covid Hold tag to the individual who informed us he/she was sick. (ie, if a Customer says they have tested positive for covid and they saw Joe Provider last night, send the Customer the “Covid+ Result” shortcut, apply the covid hold tag and cancel any appts on the customer’s account in the 10-day window . We will NOT tell the customer we will inform the provider (or vice versa). We will also NOT place Joe Provider on a covid hold unless instructed to do so by Trust and Safety. Trust and Safety will assess the message to be sent or if a notification needs to be made.
For approved customer and provider responses regarding COVID-19 exposure or symptoms, please refer to the steps in this guide.
Provider Notifies Zeel of Symptoms or Potential Exposure
Step-by-Step Actions:
Provider reports any symptoms of illness and/or possible exposure to COVID-19, or reports receiving the “Covid-19 Exposure Alert” text notification from the Department of Health:
CS applies COVID 10-day Hold Tag on the provider’s profile
CS sends Provider COVID hold Kustomer message to the provider. This allows the provider to submit a PCR test to our Hipaa compliant number (see message below)
CS cancels any upcoming appointments the provider has in that 10 day window.
PCC team organizes results received into a folder in Efax account daily. Alerts T + S of new result in T + S slack channel.
If the provider shows as Covid Hiatus status and writes in claiming negative results were sent, tag Trust and Safety in Kustomer.
Trust and Safety clears tag and informs provider clear to book. Informs Ed Shen or VCC/VA schedulers as necessary.
The tag automatically releases after 10 days if provider does not opt to take PCR or rapid test.
The Covid hiatus tracking sheet is audited weekly by T+S
For Zeel Medical VA appointments, PCC team members will take action in all places where instructions above say “CS”
Patient Notifies Zeel of Symptoms or Potential Exposure
Step-by-Step Actions:
Customer reports a Covid+ result or reports receiving the “Covid-19 Exposure Alert” text notification from the Department of Health:
CS applies COVID 10-day hold tag on customer’s profile and sends the Customer Covid+ Kustomer message
CS cancels any of the customer’s upcoming appointments within the 10 day window
CS informs T+S when customer is placed on a COVID Hold via T + S slack channel
The Covid Hiatus tracking sheet is audited weekly by T + S
Provider 10-Day Hold
Pertaining to providers in the Zeel network who have been placed on a 10-day hold who are exhibiting symptoms of illness:
As per the Criteria for Return to Work for Healthcare Personnel with SARS-CoV-2 Infection interim guidance from the CDC, healthcare practitioners within the Zeel network are eligible to submit a negative PCR test result to Zeel’s Chief Medical Officer (CMO) for consideration.
After receiving the CMO/Trust and Safety’s formal clearance, the healthcare practitioner is permitted to accept appointments on the Zeel platform within 24 hours of the negative test result submission if symptom-free. All transmission of data and test results will adhere to The Health Insurance Portability and Accountability Act of 1996 (HIPAA),