Final answer:
To secure the Protected Health Information (PHI) submitted by the client, the first step is to remove any PHI from the ticket summary and description. Once sanitized, the ticket should be stored securely, with access restricted to authorized personnel. Proper communication protocols should also be followed when discussing the ticket with the client.
Step-by-step explanation:
When a client submits a ticket to Support with Protected Health Information (PHI) in the ticket summary and description, it is important to take immediate steps to secure this sensitive information. The first step is to remove any PHI from the ticket summary and description. This can be done by sanitizing the ticket, which involves removing or redacting any personal or sensitive information that is not necessary for resolving the ticket. Examples of PHI include names, medical record numbers, dates of birth, and any other information that can be used to identify an individual.
Once the ticket has been sanitized, it should be stored securely. This means that access to the ticket should be restricted to only authorized personnel who have a legitimate need to access the information. The ticket should be encrypted if it is stored electronically, and physical copies should be kept in a locked cabinet or room.
In addition to securing the ticket itself, it is also important to follow proper communication protocols when discussing the ticket with the client. Any communication regarding the ticket should be encrypted and transmitted through secure channels to prevent unauthorized access.