INITIAL CALLS
Once receiving a file we have to make the first attempt at contact in
What is 24 hours?
These two important points must be said when offering a PPN to the client
What is no financial gains, client has choice of whatever clinic they would like to attend?
These need to be opened within 24 hours of the claim being opened
What are reserves?
The 3 underwriting company’s that must be specified depending on the policy during the initial call introduction
Who are Certas Direct, Certas Home and Auto, The Personal?
This is where in INDM we can find clinics that are near the client
Where is Navigation tab- Suppliers/Vendors -Multi-disciplinary clinic?
These are the times we need to use Caller Authentication
When is incoming calls, or transferred calls?
In INDM can you check one of these screens to ensure the client has consented to SMS
What is AB Claimant Screen?
Where to go to document in INDM when client accepts PPN?
What is Agents Block ?
These are the Med/Rehab reserve amounts needed
How much is CEHA/Certas Direct - $1800 and TPIC - 1300$?
If a client has not consented to SMS, this must be relayed to the client before we can check off the SMS box
What is SMS rates will apply. No promotional SMS’s will be sent out, only things regarding the claim?
The steps to take if a client brings a concern regarding a PPN clinic
What is Reach out to clinic to see if the problem can be fixed, if not offer new PPN and complete BRS report ?
These are various ways to reach a client if we are unable to reach them by phone
What is SMS, email, contact me letter?
The reminder where you document important “Snap Shot” details about the client and claim after the initial call
What is File review/approach?
Some benefits of clients attending PPN’s
What is Direct Billing, Help client with OCF forms, FSRA Licensed, no doctor's note required?
These are the times to transfer file to MRD for possible benefit entitlement/exposure
When is receiving an OCF3, or when client confirms more than 7 days off employment during initial call?