Enrollment Center
San Diego
Incontact (Nice cx one)
What is the initial script we use when greeting a client for an appt?
Greeting and authentication script
A client mentions that they need Medi-cal for their children?
What is the first thing that you ask?
What is the workstate that we select when we are looking at a case before we call a client?
EC Case Review
If you are requesting PTO, what is the process?
For PTO you need to send an email and your supervisor will tell you ahead of time if PTO has been approved. Please ask for PTO 2 weeks in advance
What are the things we look at when authenticating?
Name
Last Name
DOB
last 4 of SSN, 4 digit pin
What script do we use when we want to ask client about income, HH size, Cit?
Prescreening Script
How many months of income does a client that is self employed needs to provide to get an average of their income?
3 months
What do we select when calling for a scheduled appt?
EC Scheduled Appointments
If you are running behind on an appt what should you do?
Reach out to the team for support. Add it on the available appts sheet.
What is the system where you can save your information like scripts, notes, income?
Hint: its like an online binder
One Note
Opening Script
How many days does a client need for restoration?
30 days
What do we select when calling for a telephonic signature?
EC Tele Sign
What are the Enrollment Center hours?
7 am to 6:30 , Mon to Friday
If you are on teams what status should you always use?
Available
What is the script we use to thank the client and explain the next steps in the process?
Closing script
Up to how many months can Medi-Cal be retroactive?
3 months
What is the workstate that we use when we check our cases and check in with clients?
Be on available and help with inbounds
Work on Follow Ups
Work on your QC
What are the 2 things we need to complete after the application?
Intake and Form
What is the final script called?
Hint: it is only 3 minutes
Telephonic Signature
A client mentions they need to change their plan and want to know what Dr to select. What do you tell them?
Health Care Options
If you are in a meeting or coaching what is the workstate that you select?
Coaching/Meeting