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Before discussing any protected health information (PHI), the CCMA must authenticate the caller using at least two identifiers (e.g., full name and date of birth, or a unique patient ID). This step safeguards confidentiality in line with HIPAA privacy rules and clinic policy. Once identity is confirmed, the CCMA must determine whether the provider has reviewed and released the results for disclosure; many practices require provider sign-off or a standing protocol indicating which normal results may be communicated by staff. Results should be communicated using understandable language, avoiding jargon, and documenting the conversation in the patient’s record, including the date, time, and what was conveyed. If results are critical or outside standing protocol, the call should be routed to the provider. Never direct patients to call the lab for interpretation, as labs typically release data to the ordering provider, not patients, and cannot provide clinical interpretation. Billing is unrelated to identity verification or clinical disclosure.