Reluctance
HIPPA
Core Values/QA
Eligibility
Miscellaneous
100
"Do not call me anymore."
“I know these calls may be frustrating. We're calling today to schedule your HouseCalls Visit, which is a program available at no additional cost to you”
KB0022290
100
True or false: You must HIPAA verify before leaving voicemails.
What is false
100
Properly documenting a member's account who was uncomfortable giving details over the phone.
Status: Member does not have confidence in plan
100
True or false: you should discuss the member's DRE health concerns with them if they are reluctant to schedule.
What is false
The member's DRE participation/recent health concerns are not to be mentioned on the call.
100
True/false : We need to greet member with correct branding before opening member's account during Inbound call.
What is false?
200
“The health care practitioner didn’t show up the last time I made an appointment.”
“I'm sorry to hear that, I apologize that the clinician wasn’t able to connect with you for your scheduled HouseCalls visit. We would like to schedule you for another appointment to ensure your experience with HouseCalls is a positive one.”
KB0022290
200
True or false: If the household member lives at the same address as the member, the non-member process is not required.
What is false
200
True/False:
When scheduling a VV, we can schedule a visit at any state as long as there's an HCP in the area.
What is False?
200
What will appear next to an HCP that indicates they are equipped and trained to perforrm a DRE exam
-gold star
-green check
-an icon
-a profile photo
what is an icon
200
2 components of time management for QVC
what are ACW and Conformance?
300
"I had the visit last year but it was a waste of time."
“Thank you for bringing that to our attention, we'd like to provide you with a better experience by scheduling you with a different Practitioner.”
KB0022290
300
HIPPA stands for
What is Health Insurance Portability and Accountability Act ?
300
Name of the employee recognition system for UHG
What is BRAVO?
300
Member's eligibility for DRE
-predetermined by their plan
-determined by their amount of HCV each year
-it is rewarded to members with health concerns
What is predetermined by their plan
300
Name of DSNP members:
-OAH -Optum At Home
Branding: United Healthcare at Home
400
"I'm not comfortable letting a stranger into my home."
“We do understand how that can be concerning. If you are more comfortable having someone there with you during the visit, we encourage you to have that person present. ”
KB0022290
400
When to read recording disclosure during script and How we would say it
recording disclosure MUST be provided on all outbound calls prior to requesting or releasing PHI and BEFORE any HIPPA verification.
“I would like to advise you that this call is being recorded.”
KB0023276
400
A way to check in with others to learn how best to approach a conversation.
What is Mood Elevator?
400
two locations where member eligibility for Landmark can be found
- CDO field in the demographics tab
- member segments tab
- rewards tab
- HCV history
What is CDO field in the Demographics tab and Member segments tab
400
True/False:
If HIPAA verification is completed by using a Complete Physical Address, then scheduling coordinators are NOT required to state the Full Physical Address on file after HIPAA is fully verified.
What is False?
KB0022207
500
"I am healthy/not sick/do not need a visit."
“I can see why it seems unnecessary to schedule a visit if you are not sick. HouseCalls is not just for sick people. It's been developed to help everyone. If you are healthy, our goal is to assist with keeping you that way.”
KB0022290
500
Last piece of information used to verify HIPPA if member cannot verify HIPPA information.
What is telephone number?
KB0022204
500
The 5 UHG Core Values
what is compassion, integrity, innovation, relationships, and performance?
500
True or false: members must choose to participate in a HouseCalls visit or Landmark visit, not both.
What is false
500
TRUE/FALSE:
Landmark members cannot have Landmark visit and HouseCalls visit in the same year.
FALSE/
KB0089987