General
This is an intent only used by SME/Supervisors for Kudos!
What is Compliments?
This intent allows a member to let Ambetter know that they will be moving temporarily or permanently out of their coverage area.
What is Out of Area Notification?
Use this intent to go over the members preventative services.
What is Gaps in Care?
Use this when a member wants to end their services with Ambetter.
What is Cancellation/Disenrollment?
The intent that will allow you to replace a member's ID card.
What is Order ID Card?
This intent is used to schedule a call back.
What is Schedule Activity?
An intent that allows you to change a members address?
What is Update Address?
This intent is used when a member whats to know how much they have paid into their MOOP?
What is Accumulator Inquiry?
This is the intent for making payments.
What is Billing Inquiry & Payments?
This intent will allow you to see the different documents that have been sent to the member.
What is View/Send Materials?
This intent is used when you have to schedule an interpreter to meet a member at their doctors appointment.
What is Language Services?
This intent requires you to tell the member they must contact the marketplace.
What is Update Date of Birth? (Other intents may also be acceptable)
Use this intent when the member is calling to notify Ambetter that they also have another insurance plan.
What is Coordination of Benefits?
This intent is used to Enroll in Autopay.
What is Change Payment Method?
Use this intent if the member wants to get a duplicate copy of their handbook.
What is View/Send Materials?
This intent is used when assisting members with their problems.
What is Issues?
This intent isn't used often, also requires the member to contact the marketplace and possibly their doctor as well for verifcation.
What is Update Gender?
Use this intent most often and when a member has a question about any of the services they might be eligible to receive.
What is Benefits & Eligibility?
This is the intent that is used when the member needs to get their coverage back.
What is Reinstate Plan?
This intent should be used wisely and is used in crisis situations.
What is Log/View Status?
This intent will require you to use your best empathy skills and don't forget to remind them to contact the marketplace as well.
What is Notification of Death?
This is the intent used when a member wants to know something about their My Health Pays card.
What is Member Rewards?
Cancellation/Disenrollment. Change Plan Effective Date. Plan Change Inquiry. Reinstate Plans.
What are all the intents in this category that also have to be referred to the Marketplace?