Medical Emergency. Steps to follow

1. Collect as much information as possible.  

1. Exchange visitor’s Full name 

2. ID # 

3. A brief account of what happened 

• If anyone else was involved 
• Name and phone number of the hospital 
• Name of the doctor they are in the care of 
• If a police report has been filed (if applicable) 
• Did the incident occur at work? 

1. If so, make sure to follow up with the employer to find out if workman’s compensation will be used. 

2. Read the caller exchange visitor’s insurance information  

Let the caller know to contact the insurance company as soon as possible 

Insurance Provider: Hollard Travel/United Healthcare  

Policy Name: HLPTravel-DEPARTMENT OF STATE VISA SPONSOR 

Phone Number: 1-877-826-2910  

Provider Network: https://us1.welcometouhc.com/find-a-doctor  (this is for OCs if exchange visitor calls you directly and you are able to help with locating a provider in network) 

All exchange visitors should have insurance cards (directly from the provider).  Phone number for doctor’s office/urgent care/hospitals to call insurance: 1-844-251-8318 

3. Email the caller the exchange visitor’s insurance information as a backup, if possible.  

1. (Copy the exchange visitor) 

4. Call insurance company and notify them you are calling from DEPARTMENT OF STATE VISA SPONSOR to report an incident. Give them: 

1. Policy number 

2. Name and date of birth of the exchange visitor going to ER 

3. Hospital/clinic/doctor’s office location 

4. If exchange visitor has been admitted to the hospital: 

Request that insurance representative open a case. Make a note of the case number to be used as a reference number in all future correspondence. 

5. If Exchange visitor has not been admitted yet- ask the insurance representative to make a note in exchange visitor’s record.  

5. Confirm and make note of the name of the insurance representative and direct phone number (if available) 

6. Open a case (Hanover) and enter all the details.   

1. Note the time call was received from exchange visitor 

2. Note the time insurance company was called/case was opened. 

7. Notify the proper DEPARTMENT OF STATE VISA SPONSOR personnel of the incident (Zhanna, Crystal, Brooke, Ashley, RM for the HC) 

8. If the incident is serious (exchange visitor has been admitted to the hospital, will be undergoing surgery, in critical medical condition), call the hospital and speak with a Case Manager for the exchange visitor.  

1. Tell them you are with DEPARTMENT OF STATE VISA SPONSOR and that we are sponsoring this exchange visitor’s visa 

2.  Ask for a case number and use this number as reference when making calls to hospital 

3. Call regularly to get updates on the exchange visitor’s condition 

9. Notify Employer and Partner Agency of incident. Include Account Managers. 

1. If the incident occurs at work, please make sure to double-check with the employer whether or not Workman’s Compensation will be utilized. 

10. Follow up with the exchange visitor to ensure they are okay and let them know we are supporting them. 

1. If you are in the area, visit the exchange visitor. 

11. Any hospitalization lasting over 24 hours requires a Department of State incident report.  DEPARTMENT OF STATE VISA SPONSOR must submit incident report within 24 hours.  

** Work with team to determine course of support for this exchange visitor: 

• Is a DEPARTMENT OF STATE VISA SPONSOR trip warranted based on severity of situation or length of time exchange visitor will be in the hospital? 
• How long approximately will the exchange visitor need to be in the hospital?   
• Will recovery and/or treatment extend beyond the student's program dates?