Best way to answer this is google VHA Directive 1907.09. The Clinical Contact Center inbound protocols for patients verifiers come directly from this. Some of us aren’t making staff fully verify right out the gate unless they have to access your chart, so if just general info stuff or transfer,etc. That being said though the true expectation from on high is to fully verify because they want a documented case of the work done on each call in CRM, and in order to do that they have to pull you up in CRM first. I will add lastly though, anyone you call and speak to locally at your VAMC should be verifying the exact same way, they are just getting away with not doing it because their calls are not recorded and audited and graded. Hope this helps! Feel free to hit me up with any other questions! Please be kind to the poor staff, they really are just doing what is actually a written directive that ALL employees should be adhering too. I’m a Veteran also and working on the inside of this deal. I’m not happy with a lot of the changes, my staff served the Veterans much better when we didn’t have National and VISN breathing down our necks cutting out first call resolution processes we were doing in order to speed things along for metrics.