MMO
What MMO script must be open and read from if the member does not answer the phone?
Voicemail
When do you need to enter a wrap up code?
after every call
BABWWC
How many identifiers are needed to be able to schedule an appointment for a patient?
3
What information do we need to verify for MMO before moving to the program scripting?
We need to verify the member is on the line and the DOB
What code is used for a patient that is sent to speak with the nurse?
transfer to clinical staff
What line in the schedule do we use to schedule full physical?
DUP
TCP Visit
What are 2 piece of information that you need to get from a member that is returning a call?
Name
date of birth
What wrap up code is used schedule a caller?
Scheduling call or Scheduled
What line in the schedule do we use to schedule drug screening?
BSM
When are the travel screening questions needed to be asked?
every time we are scheduling a patient and the travel screening are not completed
where can you find the script for an MMO member inbound call / member returning our call ?
One Note
What wrap up code is used after we have reached the max amount of attempts for a MMO member?
all 3 attempts completed
Physical and drug screening needs to be scheduled at least how many day before start day?
6 days
When is it okay to use the urgent line?
When a patient is having cardiac/ Chest Pain/ Chest tightness/ Pressure
What MMO script must be open and read from for a member who's last order date was 10/20/22
Diabetic Supply Refill
What wrap up code should be used if you call a MMO member and there is no answer but you can't leave a voicemail?
Unable to reach
When a new hire comes to their appointment what do they need to bring with them?
Photo ID, Proof of Vaccines and make sure paperwork in Workday is completed
How long do you need to stay on the line when calling the urgent line before you can hang up and call another line?
at least 5 minutes