Devoted Basics
Managers of the Guide Team
Lyndsay and Michelle
Silver Sneakers
Gym Memberships, Delegated Partner
L.E.P
Late Enrollment Penalty
Member calls in and is upset that her provider is not returning any phone calls.
1. Empathize
2. Grievance
3. Offer to call Provider's office
Orinoco
Case Documentation, 1-stop-shop, member's account
Resource Hierarchy
1. EOC
2. GURU
3. HelpDesk/other operational team
4. Hold case and call member on agreed timeframe
OTC
Over The Counter
Dependent on Plan - different amounts
Purchase online, phone, or at register
OD
(organizational determination)
-PRE-Service option
- "Will Devoted make an exception for this member for this case?" or "Will this be covered"
Guru
How To's and talking points
PERS
Personal Emergency Response System
(LifeStation)
EOC/ANOC
Evidence of Coverage
Annual Notice of Change
What is the system for our transportation Benefit?
EpicRide
QCM
Quality Control Management
How do we did we do on the phone?
ADP
Payroll/clock in or out, benefits
How did the hearing benefit (overall) change for 2021?
HIPAA
Health Insurance Portability & Accountability Act
PingBoard
"Company Rolodex"