Mentor
What ways do you have to open Mentor?
Looking for it on MyApps, typing go/Mentor in the search bar or from a hyperlink in the "Reference Documents" in Quickstart+
What is the Humana closing?
Thank you for calling Humana, we are always here to help.
VAT stands for Voice Automated Technology, and they're calls members receive usually as reminders or marketing material
Can an advocate ask for the member's Social Security Number to locate their account?
No, the member has to offer it voluntarily
What is the turnaround time for an ID card to be delivered?
What Mentor document do we use as guidance for all MAPD related topics?
When do you have to verify demographics?
What systems can we use to confirm what communications have been sent to the member?
RTI Communications and Emme
Elements we need to verify if the call comes in unauthenticated
A unique ID (like the HID) and 2 other elements (like DOB and zip)
What Classification & Intent do we use after requesting an ID card?
Classification: Fulfilment
Intent: ID Card/Access Card Request
What is the purpose of the "Document Navigator" section in Mentor documents?
It works as an index so you can find all related documents quickly, and allows you to open the documents without creating multiple tabs.
What type of plans do you handle?
Individual MAPD, PDP and MA plans
Name of the document members receive monthly to show how much both they and Humana have paid for services/medications
SmartSummary
Name of the document callers are required to have so they can obtain plan information of a deceased member.
Executor of Estate
What Mentor document should you use when requesting an ID card?
Main document: ID Card Overview for Medicare
Primary procedure: Order ID Cards for Medicare Members
Name of the Mentor document that contains an outline on what steps to complete when handling an incoming call
Medicare Member Call Flow
What is the CMS Star Rating?
It's a rating system to help Medicare consumers compare the quality of Medicare plans, this is measured by surveys members complete regarding their experience with their insurance plan
What Classification and Intent do you select when mailing a consent form from Emme?
Classification: Fulfilment
Intent: Letter/Form Request
Can we order an ID card if somebody other than the member calls, and they only have a PHI release form on file?
No, ID cards can only be requested by the member or member's POA, otherwise verbal consent is needed
No, an ID card replacement is only necessary if the plan changed, if the card was lost/damaged, or if it's an HMO plan and their PCP changed
How can you highlight recent changes made in a Mentor document?
By selecting the green "Show Updates" button on the top left corner
What is the importance of offering guidance alerts?
It provides positive guidance to members about their healthcare, by giving them important reminders and benefits they might be eligible for.
Different ways to mail plan documents (like provider directory, evidence of coverage, drug guide) to the members.
Clicking on the "Provider Directory" quick link on CRM, searching "plandocs.humana.com" on your browser or sending it from OMS.
How do you document the interaction log when you get a call from the member's representative?
Name: (Type caller's name)
Interacting With Type: Member representative or caregiver.
Interacting About Type: Member
What screen you have to go to request an ID card through CI?
PAID