Inbound
The number is 8664477868.
What is a phone number that United Healthcare Group Medicare Advantage members can reach HouseCalls on?
Outbound call. Member agreed to schedule HCV. What do you say to member before asking for HIPPA verification?
What is "this call is being recorded".
True or False - We verify Hippa first before non member process verification.
What is False?
Member's daughter wants to schedule HCV for member, but in not listed as member's authorized representative. Can we schedule HCV?
What is yes. (we have to follow non member process though)
10 seconds allowed
What is the maximum time of dead air we are allowed to have on a call without getting QA point deduction?
Member calls in to schedule HCV and is only available on Mondays. Scheduling coordinator wants to be helpful and asks if member would like HCV on August 5th, 12th or 19th. Is it a correct practice?
What is no? (please offer one day at a time, and look for the next available date, if the 1st choice does not work for member)
How should the SC status the account if the member wants to schedule a HCV and or a virtual HCV and there's no availability for either?
What is- Status as no availability
Provide an example of what would be needed to HIPPA verify a member on an outbound call in addition to asking for member's full name?
What is - full D O B
What is - the member's complete address (physical or mailing)
What is - the member's ID
(any of the above)
What is the verbiage of the note we have to put in Hawkeye if we were able to confirm non member's involvement in member's care but HCV was not scheduled but we provided 4 key points.
What is - Non member involvement verified. HCV was not scheduled and HCV details were released on the call.
We do it at the beginning and the end of the call so that we do not fail the call.
What is plan branding?
Member's in home HCV is scheduled in San Francisco, CA today, but he is in Seattle, WA now as his brother is sick. He still wants his visit today, and wants to do it virtually. He asked if HCP can send him a link to his cellphone. Is it possible?
What is no? (We can offer to reschedule member for a different day. No virtual HCV outside of member's home state. We can schedule in home HCV in WA or CA on a different day)
If a member is eligible for a second HCV, how is that visit scheduled?
What is - select 2 in the dropdown for visit number in Hawkeye and click search. Now you should be able to schedule the member for their second visit.
Member's brother picks up the phone and asks to explain the HCV, what should you do?
What is - follow non member verification. Ask if the member normally allows that they speak on their behalf. If so, Confirm non member's full name and proceed with the call.
What should be done if the member informs you they would like to cancel the HCV on the day of the visit?
What is - double status the account and attempt to contact the HCP to inform of the cancelled visit. Leave note on the account regarding notifying the HCP of the same day cancellation.
Member wants to confirm a date and time of his HCV scheduled, but nothing is visible as scheduled in the Hawkeye. Where else can we check about HCV scheduled?
What is - member segment tab (check for Signify or Landmark information)
What is - Optum at Home (OAH) Care Navigator (for OAH members)