UNM Truman Health Services Pharmacy WELCOME PACKET

TRUMAN HEALTH ® SERVICES

This booklet contains important information. Please keep it in a safe place. 1

Welcome to UNM Truman Health Services Pharmacy

The UNM Truman Health Services (UNMTHS) Pharmacy is part of University of New Mexico Medical Group (UNMMG) Truman Health Services, a National Committee for Quality Assurance (NCQA) Patient-Centered Medical Home.

We are committed to providing compassionate care with respect for each person’s dignity and their right to privacy. Thank you for your confidence in choosing us to provide for your healthcare needs. We hope this handbook will help you understand our pharmacy program and will serve as your future reference.

What is Specialty Medicine? Specialty medicines treat complicated, long-term health problems such as HIV. These medicines often have special instructions, or they may need to be stored in a certain way. You may not be able to get them at your local pharmacy. The pharmacy staff is here to help serve your needs and make this a smooth process with you.

How can UNM Truman Health Services (UNMTHS) Pharmacy help me? When you’re taking a specialty medicine, you may need extra support for checkups, medicine advice, help with your insurance, and financial assistance. Specially trained pharmacy staff will give you this extra support to make sure the medicines are working for you.

Our pharmacy staff will help you get your medicines and refills. The UNMTHS Pharmacy will fill your prescriptions, then you can pick them up, have them shipped to your clinic, or have them shipped to your home, free of charge. Our Pharmacists and Certified Pharmacy Technicians are experts in the Human Immunodeficiency Virus (HIV).

Important Information

UNMTHS PHARMACY PHONE NUMBER UNMTHS PHARMACY ADDRESS (505) 925-0996 or 1-(844)-TRUMAN1 801 Encino Pl NE Ste. B4 Albuquerque, NM 87102 AFTER HOURS PHONE NUMBER 1-(833) 440-1144 HOURS OF OPERATION Monday—Friday · 8:30 AM—5 PM UNMTHS PHARMACY E-MAIL Thursday Extended Hours · 8:30 AM—7 PM [email protected] Saturday & Sunday · Closed 2

What can we do for you at UNM THS Pharmacy? Your UNMTHS pharmacy team have your best interest at heart. They ensure your care is handled using best practice• andOur evidence-based goal is to make care. sure Each you team have member the best maintains pharmacy their experience knowledge possible. of best practice by continuous learning• andWe using work references together that with are your accredited specialty as carefactual providers sources. to make sure you have the best long-term care. Each year,• Weyour can entire deliver UNMTH your Pharmacy medicine staff straight attends to theyour New home. Mexico HIV and HCV Update – allowing HIV and HCV experts• You around can pick the upstate your to comeprescription. together, receive updates and engage in learning. • We can help you sign up for patient assistance programs. Your UNMTHS• We will Pharmacy follow Teamup with also you attends often. other professional conferences, workshops and seminars (both in person• andWe online) will teachled by youleading how experts to take around your medicine the world. correctlyEvery licensed (how team much member and how maintains often). their board certifications• We willand licenseshelp you by prepare providing for care and and manage completing possible many side hours effects of continuing and drug education. interactions • (when one medicine affects how well another medicine is working). • We will help you prevent missed doses. •• OurWe goalwill explain is to make how sure we check you have to see the if best your pharmacy medicine isexperience working and possible. what the results mean. •• WeYou work can calltogether us 24 withhours your a day, specialty 7 days carea week providers (including to makeholidays sure and you weekends) have the best • long-termand talk to care. a specially trained staff member. • We can deliver your medicine straight to your home. • You can pick up your prescription. • We can help you sign up for patientHow assistance do I get programs. started? • We will follow up with you often.Your provider will send your prescription to the UNMTHS Pharmacy. • We will teach you how to take yourA UNMTHS medicine pharmacy correctly technician (how much will then and work how onoften) getting. special approval from your insurance. This special approval is called prior • We will help you prepare for and manage possible side effects and drug interactions authorization. Insurance usually take 48—72 hours to review the prior • (when one medicine affects how well another medicine is working). authorization. Your UNMTHS Pharmacy staff works with your specialty • We will help you prevent missed doses. clinic, and can talk directly to doctors, nurses, pharmacists, and other • We will explain how we check tohealth see providers.if your medicine They help is workingcoordinate and your what care the to resultsmake sure mean. you get • You can call us 24 hours a day, your7 days medicine a week as (including soon as possible. holidays If andyou weekends)have any questions, call us. • and talk to a specially trained staff member.

A Truman Health Services representative is available by phone 24 THSHow do IPharmacy get started? Closures hours a day, 7 days a week, for emergency pharmacy questions. Request that your provider send the prescription(s) to UNMTHS Pharmacy. A UNMTHS pharmacy staff member will contact you and obtain all pertinent information required to fill the prescription(s). The staff member will inform you that itMEMORIAL could take up DAY to 48-72 hours for yourTHANKSGIVING insurance to review DAY the prior authorization.CHRISTMAS DAY Last monday of May 4th Thursday of November December 25 Your UNMTHS Pharmacy works with your specialty clinic, and can talk directly to providers, nurses, pharmacists, and otherINDEPENDENCE health providers. DAY They help coordinateDAY AFTER your THANKSGIVINGcare to make sure youNEW get your YEAR’S medicine EVE as soon as possible. If youJuly are not4 at the pharmacy to pick up4 thyour Friday medication, of November our pharmacy systemDecember will notify 31 you if your prescription is ready for pick-up. UNMTHS pharmacy staff will also call and offer you home delivery or mail as an option. Both optionsLABOR are free DAY of charge. CHRISTMAS EVE NEW YEAR’S DAY 1st Monday of September December 24 January 1 You can always call UNMTHS Pharmacy and request a status update on your order. 3

Medication Q&A, Refills, Leaving Messages at THS Delivering and storing medicine You can pick up your medicine at the UNMTHS Pharmacy (located at 801 Encino Place, NE Suite B-4, Albuquerque, NM 87102), or you can have it delivered to your clinic or to your home free of charge. We will call you to set up a delivery date and time to make sure someone is home to get the package. We cannot ship to a P.O. Box at this time.

If your medication needs to be refrigerated, we will ship it in special packaging that keeps it at the right temperature as it is being shipped. Once you get the package, take the medicine out of the box and put it in the fridge.

Refilling medicines Our UNMTHS Pharmacy staff will call you before you are due for your next refill(s). Our pharmacy staff will refill the medicine(s) and schedule a pick up time or delivery with you.

If you have questions about your refills, call us. If you leave a message about your refills, please make sure you speak slowly. Messages are checked frequently throughout the day. Messages left after close of business will be checked the next day. Messages left during the weekend will be checked on Monday.

When leaving a message at THS, be sure to include:

• Your name • Your date of birth • Your medical record number • The name and strength of the medicine you: • need refilled (or) • have a question about

What Should I Do if I Have a Side Effect or a Bad Reaction to My Medicine? If you are having a serious reaction, go to your nearest emergency room or call 911 right away and tell them information about the medicine(s) you are on.

If you have a side effect that is not an emergency, call one of our UNMTHS pharmacists. 4

Medication Q&A, Return Policies, Specialty Meds, etc. What happens if UNMTHS Pharmacy does not have my medicine? If UNMTHSour pharmacy Pharmacy does doesnot have not have your your specialty specialty medicine, medication,we will send we your will prescription determine the to besta pharmacy pharmacy that that has can takeyour caremedicine. of you Sometimes, and your specialty the pharmacy medication. might We have will get yourto give consent you a beforegeneric transferring medicine insteadthe prescription. of a brand Once name themedicine. prescription (“Generic” is transferred means thewe namewill notify of the you medicine. and your providerA brand aboutname isthe a transfer.specific Sometimes, name a company the pharmacy gives the mightmedicine. have For to giveexample, you a “ibuprofen”generic medicine is the instead generic of name a brandof a medicine name medicine. and “Advil” (“Generic” or “Motrin” means are the brand name names of the medicine.companies A havebrand given name the is amedicine.) specific name a company gives the medicine. For example, “ibuprofen” is the generic name of a medicine and “Advil” or “Motrin” are brand namesThis could companies happen have because given your the medicine.)insurance Thiscompany could prefershappen thebecause generic your medication. insurance companySometimes prefers the generic the genericoption has medication. a lower cost. Sometimes If we need the generic to give optionyou the has generic a lower drug cost. instead If we need of a tobrand give nameyou the drug, generic a staff drug insteadmember of will a brand call you name to letdrug, you a staffknow beforemember shipping will call youthe tomedicine. let you know before shipping the medicine.

Medication delay If there is a delay in your delivery a UNMTHS Pharmacy staff member will contact you with this information. If you do not get your medicine(s) on time, please call us. This way, your treatment is not interrupted.

Medicine return policy You cannot return medicine to the pharmacy. (New Mexico Board of Pharmacy regulation 16 NMAC 19.6.14 forbids the resale or reuse of a prescription item that was previously dispensed.) If your medicine or supplies are damaged, we will arrange a return and reship of the medicine(s).

How do I get rid of any extra specialty medicines I did not use? If you aren’t sure how to get rid of unused specialty medicines, call our UNMTHS Pharmacy staff for directions. Having out-of-date, unused medicine around your house is a threat to pets and other family members. We will give you the best instructions to keep you, your household, and the environment safe from these medicines.

If you give yourself injections (shots), put all needles, syringes, and other sharp objects into a sharps container. You can get a sharps container from our pharmacy if you have an injectable medicine.

FOR MORE INFORMATION ABOUT THROWING OUT SHARPS, PLEASE VISIT: www.env.nm.gov/solid-waste/recycling-composting-and-diversion 5

Insurance/Co-Pays, Financial Assistance, etc. Insurance, Co-Pays, and Financial Assistance If your insurance does not approve the first prior authorization, UNMTHS Pharmacy staff will work with your provider. They will try to get your medicine approved by your insurance or find a different medicine that your insurance will approve. If the insurance still does not approve your medicine, a staff member will let you know so we can work together to resolve the issue. UNMTHS Pharmacy will work with a Truman Health Services case manager to find resources or alternative assistance, if needed.

UNMTHS Pharmacy staff will let you know how much you will have to pay. If your medicine is not covered by your insurance or another source, you may have to pay these costs: deductibles, co-pays, coinsurance, and yearly out-of-pocket limits.

What if I Need Help Paying for My Medicine? UNMTHS Pharmacy staff can find discount programs, like copay coupons from drug companies or other programs through disease foundations. We will help you get enrolled in the programs.

The UNMTHS Pharmacy can be reached at (505) 925-0996 or toll-free at 1-(844) TRUMAN1

We are available Monday—Friday, 8:30 AM—5 PM

UNMTHS Pharmacy Billing We accept cash, check, money order, or credit card as payment.

If you have a question about regarding the cost of your medicines, please call the UNMTHS Pharmacy.

How Do I Request an Interpreter? The UNMTHS Pharmacy provides free professional interpreters to help you and your care team communicate with each other. Once you ask for an interpreter, our staff will have the interpreter join the call.

Emergency and Disaster Information If there is a disaster in our area, our UNMTHS Pharmacy staff will call you to plan the delivery of your medicine. If there is a disaster in your area, please call the UNMTHS Pharmacy to plan the delivery of your medicine. You are also welcome to pick up your medicine at the UNMTHS Pharmacy. That way you can be sure that your treatment is not interrupted. Be sure to let us know when you get back home. 6

Patient Concerns, Complaints, & Questions Please send written complaints or grievances to:

UNMMG Clinical Operations Group 933 Bradbury Drive SE, Suite 2222 Medicare patients may also contact: Albuquerque, NM 87106 Attention: Executive Director The Office of Medicare Beneficiary Ombudsman at 1-800-MEDICARE or go to New Mexico State Health Department medicare.gov/ombudsman/activities.asp 1-800-752-8649

How is My Medicine Best Taken? Take the medicine as ordered by your provider. Read all the information your provider gives you, and follow all instructions closely. If you have any questions about how to take your medicine, you can contact the UNMTHS Pharmacy and speak with your specialty pharmacist.

What Do I Do if I Miss a Dose? Call your pharmacist or provider to find out what to do.

How Do I Store My Medicine? • You can usually find storage instructions on the Drug Monograph that comes with your medicine. If you have questions about how to store your medicine, talk with your pharmacist. Follow storage directions closely. • Keep all drugs in a safe place. Keep all drugs out of the reach of children and pets. • Do not flush your medicine down a toilet or pour it down a drain. Check with UNMTHS Pharmacy staff if you have questions about the best way to get rid of the medicine you don’t need.

What if My Medicine is Recalled? If there is a medicine recall, UNMTHS Pharmacy will call you directly and tell you what to do.

What Should I Expect When Taking Medicine (Including Side Effects)? You can call the UNMTHS Pharmacy to talk to a pharmacist about side effects.

They can talk directly to your Provider, nurses, and other health providers to help you with your concerns. The UNMTHS Pharmacy also gives out patient education guides to make sure you understand the side effects of your medicine. 7

Health Sciences Privacy Office The Health Sciences Privacy Office works to make sure healthcare providers and pharmacy staff are aware of privacy issues. The Federal Government requires us to protect each patient’s private health information. We handle confidential records appropriately, as required by the government.

The Federal Health Insurance Portability and Accountability Act of 1996 (HIPAA) protects the privacy and confidentiality of a person’s health information.

Disclosure of Protected Health Information (PHI) A person’s health information generally cannot be used or shared unless that person gives written authorization or permission before it is used or shared.

Examples: Prior Written Authorization to Employer – The person (individual) may request that a copy of their PHI or health records be sent to their employer. The person must provide written permission before the records can be sent.

Prior Written Authorization, Interview – The person would like a third party, someone who is not a treatment provider, to interview their treatment provider. The person must provide written permission before the discussion that allows the treatment provider to discuss the person’s treatment PHI with the third party.

Breach of Protected Health Information A breach is when something happens and there is a chance that protected health information may be read by people who do not have permission to see it. HIPAA requires that a person’s PHI is reasonably kept safe. Loss of hard copy (paper) PHI or unencrypted electronic PHI can result in a breach of PHI. A letter telling the person that their information may not have been kept private (a breach notification letter) must be sent to the person.

Examples: Safeguarding Health Records – Medical record documents left unattended in a public area are a breach of PHI.

Encrypted Laptop – A laptop containing unencrypted PHI is stolen from a car. Unencrypted means that the information on the computer is not protected and anyone using the computer can read it. The loss of the laptop is a breach of PHI.

Workforce Curiosity Data Breach – A workforce member looks at PHI for information about coworkers, friends, or family members out of curiosity (i.e., without a medical or business purpose). This unauthorized access is a breach of PHI. 8

Patient Rights & Responsibilities A person has several basic rights that go along with their protected health information.

As a patient at UNMTHS, you have the right to...

• • UnderstandUnderstand your Rightsyour Rightsand Responsibilities, and Responsibilities, the use of these the rights, use andof these obtain rights, a copy of and this obtaindocument. a copySeek of assistance this document. from clinic staff if you do not understand or need help. • Receive• Seek the healthcareassistance and/orfrom clinic treatment staff if youyou need,do not regardless understand of youror need race, help. age, color, beliefs, • nationalReceive origin, the gender, healthcare gender and/pr identity, treatment sexual orientation, you need, religion, regardless disability, of yourmarital race, status, age, or sourcecolor, of payment.beliefs, national origin, gender, gender identity, sexual orientation, religion, • Be disability,treated with marital dignity status,and respect or source of your of individuality payment. in a safe environment, free of threat of • harmBe and treated with privacywith dignity in treatment. and respect of your individuality in a safe environment, free • Haveof qualifiedthreat and interpreter harm and services with privacyavailable inif treatment.you do not understand or speak English. • • RequestHave assistancequalified if interpreter you are vision services and/or hearingavailable impaired. if you do not understand or speak English. • • ExpressRequest your assistancereligious and if culturalyou are beliefs vision as and/or long as hearingthe exercise impaired. of those beliefs does not harm • othersExpress or interfere your religious with the medical and cultural treatment beliefs or the as rights long of as others. the exercise of those beliefs • Filedoes a complaint not harm or grievanceothers or without interfere fear with of retaliation the medical for any treatment issues, like or care the or rights access of that others. • youFile have a notcomplaint been able or to grievance resolve with without your provider fear of or retaliation nurse. for any issues, like care or accessYou can that file you a complaint have not or beengrievance able at tothe resolve clinic or withby contacting your providerUNM Clinical or nurse. Operations • GroupYou atcan (505) file a 925-7837 complaint in or which grievance you will at be the given clinic, verbal or by instructions contacting tothe file UNM a complaintClinical or writtenOperations grievance Group with atthe (505) patient 925-7837 advocate in atwhich the Universityyou will be of given New verbal Mexico instructions Hospital at to file a (505)complaint 272-0934 or .written Refer to grievance Policy #11306, with the Patient patient Complaint/Grievance. advocate at the University of New Mexico • Have a Hospitalfamily member, at (505) representative, 272-0934. Refer or physical to Policy notified #11306, Patientwhen you Complaint/Grievance. are admitted to • theHave hospital. a family member, representative, or physician notified when you are admitted to • Knowthe the hospital. members of your healthcare team providing you care. • • RefuseKnow treatment the members to the extent of your permitted healthcare by law, andteam be providingtold what effect you care.this may have on your health. • • GetRefuse information treatment you can to understand the extent about permitted what is thoughtby law, toand be bewrong told with what you, effect and get this the may risks,have benefits, on your prognosis, health. and choices of treatment in order to provide informed consent, and • haveGet your information pain assessed you and can treated understand in a timely about manner. what is thought to be wrong with you, and • Knowthe your risks, rights bene tofi getts, aprognosis, second opinion and bychoices another of qualified treatment provider. in order to provide informed • Getconsent, an explanation and have of fees, your payment pain assessed policies, your and bill, treated and the in servicesa timely provided manner. to you. • • ReceiveKnow considerate your rights and to respectful get a second care in a opinion clean and by safe another environment quali freefied of provider. unnecessary Get restraints. an • Chooseexplanation to participate of fees, or not payment participate policies, in a research your bill, project and or the experimental services provided treatment. to you. • • ReviewReceive your consideratemedical record and at norespectful charge, and care get in copies a clean for aand reasonable safe environment fee. free of • Haveunnecessary your medical restraints. record and health information kept private except when used for treatment, • billing,Choose hospital to participate business, or or when not requiredparticipate by law. in a research project or experimental treatment. • Review your medical record at no charge, and get copies for a reasonable fee. • Have your medical record and health information kept private except when used for *Under HIPAA, “individual”treatment, means the billing, person who hospitalis the subject of business, the protected health or information.when required by law. **Under HIPAA, “workforce member” means employees, volunteers, trainees, and other persons whose conduct, in the performance of work for a covered entity, is under the direct control of such entity, whether or not they are paid by the covered entity. A person is acting under the authority of a covered entity or business associate if he or she is acting on its behalf. This may include a workforce member of a covered entity, an employee of a business associate, or even a business associate of a covered entity. 9

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Patient Rights & Responsibilities PatientJust as a patient has certain Rights rights, a patient also has& the Responsibilities responsibility to: AsJust a as patient a patient hasof UNMcertain THS rights, you a patient have also a responsibilityhas the responsibility to... to:

As a patient of UNM THS you have a responsibility to... • Be familiar with your Rights and Responsibilities • Sign consent for treatment, except in emergencies. • BeTreat familiar other withpatients, your clinicalRights andstaff, Responsibilities and the property of others with respect. • SignProvide consent correct for and treatment, complete except information in emergencies. to your healthcare team, and ask questions • Treator request other more patients, information clinical staff,when youand dothe not property understand of others information with respect. or instructions. • ProvideFollow your correct treatment and complete plan or informationtell your healthcare to your healthcareteam member team, why and you ask cannot questions orfollow request it. more information when you do not understand information or instructions. • FollowRead and your become treatment familiarized plan or tellwith your all documents healthcare relevantteam member to care. why you cannot • followTell your it. doctor about any changes in your health, or about anything that can affect your • Readcare, includingand become changes familiarized to your withliving all will, documents power of relevant attorney, to or care. advance directives. • TellFollow your applicable doctor about Ambulatory any changes Clinic’s in your rules health, and regulations, or about anything meet your that fi cannancial affect your care,obligations, including and changes cancel toappointments your living will, you power cannot of keep. attorney, or advance directives. • FollowGive your applicable opinions Ambulatory and concerns Clinic’s to the rules right and people, regulations, including meet your your doctor, financial your nurse obligations,or other health and care cancel professionals. appointments you cannot keep. • GiveIf you your have opinions an appointment and concerns that requiresto the right Procedural people, Sedation,including youyour will doctor, need your to nurse orcoordinate other health a responsible care professionals. person/party to accompany you to your appointment, and • Ifdrive you you have home. an appointment that requires Procedural Sedation, you will need to •coordinate This person/party a responsible must wait person/party in the clinic towaiting accompany room, and you leave to theyour office appointment, when you anddo. Once driveyou you are home. home, you should have this person/party assist and monitor you as needed • This person/party must wait in the clinic waiting room, and leave the office when you do. Once you are home, you should have this person/party assist and monitor you as needed Remember... The patient will be dischargedThe from UNMTHS the UNMTHSPharmacy is PMPhere to upon: provide specialty medicine support,Remember... answer questions, and partner with your health goals. The UNMTHS Pharmacy is here to provide specialty medicine • Patient requests to stop participating in the program support,UNMTHS answer Pharmacy questions, Phone Number and partnerUNMTHS with your Pharmacy health E-mailgoals. • Doctor discontinues therapy (505) 925-0996 or 1-(844)-TRUMAN1 [email protected] • Completion of therapy AfterUNMTHS Hours Pharmacy Phone Number Phone Number UNMTHS Pharmacy E-mail • Transfer of prescription to another1-(833)(505) pharmacy 925-0996 440-1144 or 1-(844)-TRUMAN1 [email protected] After Hours Phone Number 1-(833) 440-1144 Remember... *UnderThe UNM HIPAA, Truman “individual” Health means Services the person Pharmacy who is the issubject here of to the provide protected specialty health information. medicine support, answer **Under HIPAA, “workforce member” means employees, volunteers, trainees, and other persons whose conduct, in the performance ofquestions, work for a covered and partner entity, is with under your the direct health control goals. of such entity, whether or not they are paid by the covered entity. A person is *Under HIPAA, “individual” means the person who is the subject of the protected health information. acting under the authority of a covered entity or business associate if he or she is acting on its behalf. This may include a workforce **Under HIPAA, “workforce member” means employees, volunteers, trainees, and other persons whose conduct, in the performance member*Under HIPAA, of a “individual” covered meansentity, the an person employee who is theof asubject business of the associate,protected health or even information. a business associate of a covered entity. of work for a covered entity, is under the direct control of such entity, whether or not they are paid by the covered entity. A person is **Under HIPAA, “workforce member” means employees, volunteers, trainees, and other persons whose conduct, in the performance of work for a covered entity, is under actingthe direct under control the of such authority entity, whether of a covered or not they entity are paid or bybusiness the covered associate entity. A personif he or is actingshe is under acting the onauthority its behalf. of a covered This mayentity includeor business a workforceassociate if he or membershe is acting of on a its covered behalf. This entity, may include an employee a workforce of member a business of a covered associate, entity, or an evenemployee a business of a business associate associate, of or a even covered a business entity. associate of a covered entity. 10

Participating Patient Rights & Responsibilities

Upon enrollment of an eligible patient, the UNMTHS Pharmacy patient management program conveys informa- tion on rights and responsibilities to participating patients including:

• The right to know about philosophy and characteristics of the patient management program; • The right to have personal health information shared with the patient management program only in accordance with state and federal law; • The right to identify the program’s staff members, including their job title, and to speak with a staff member’s supervisor if requested; • The right to speak to a health professional; • The right to receive information about the patient management program; • The right to receive administrative information regarding changes in, or termination of, the patient management program; • The right to decline participation, revoke consent, or disenroll at any point in time; • The responsibility to submit any forms that are necessary to participate in the program, to the extent required by law; • The responsibility to give accurate clinical and contact information and to notify the patient management program of changes in this information; and • The responsibility to notify their treating provider of their participation in the patient management program, if applicable.

UNM TRUMANN HEALTH SERVICES UNM THS PHARMACY PHARMACY CLOSURES/HOLIDAYS CONTACT INFORMATION

Memorial Day Thanksgiving day Christmas day UNMTHS Pharmacy Phone Number th Last monday of May 4 Thursday of November December 25 (505) 925-0996 or 1-(844)-TRUMAN1 Independence day Day after Thanksgiving New Year’s eve After Hours Phone Number July 4 4th Friday of November December 31 1-(833) 440-1144 Labor day Christmas eve New Year’s day UNMTHS Pharmacy E-mail 1st Monday of September December 24 January 1 [email protected]

A THS representative is available by phone 24 hours a day, 7 days a week, for emergency pharmacy questions.

*Under HIPAA, “individual” means the person who is the subject of the protected health information. **Under HIPAA, “workforce member” means employees, volunteers, trainees, and other persons whose conduct, in the performance of work for a covered entity, is under the direct control of such entity, whether or not they are paid by the covered entity. A person is acting under the authority of a covered entity or business associate if he or she is acting on its behalf. This may include a workforce member of a covered entity, an employee of a business associate, or even a business associate of a covered entity.