Calls, Callback and Transfers
This includes my name and Humana
What is a greeting
We use this to see if auth is needed
What is DIG
Processes=Referral Auth EDGE
The provider never wants Justin Case back in his office
What is Provider Issues
This gives me $100 and matches $20
What is Secure Save
This is the number of times I attempt a callback when I call has been DC in Error
What is 1
Rationale: We are an IB call center, so we need to be available to providers calling in. In many cases the providers are already calling us back.
We use this to log into CRM
What is DIG
Initial Sign on= CRM Edge
**remember this will open all the systems, the more you choose the longer to open. I personally use for CRM 1st thing in the morning
This document includes a hyperlink to the Benefit Grid for KYMCD
what is the KYMCD Overview
I can get points, track healthy habits, requests friends, and join challenges
What is Virgin Pulse
When the call is finished and I am not transferring to another dept I sent the customer here
What is the VOC
Remember to give the survey
What is Procedure Code Search
Remember, it will bring up the codes provided it will not bring up related codes or alternate codes
This document provides clarification on what information can be released
What is HIPPA Overview
What is Workday
This is the time you can log off your phone for the day
What is the end of your shift
You have to say on que until your shift ends.
What is Availity
This document assists providers in locating the details of their payments and changing payment methods.
What is Locating Payment Information
I have to submit my hours by this day or risk not getting paid
What is Monday by Noon
The best time to submit at the end of shift on Friday
Keeping a handy dandy list of often used phone numbers is a huge NO NO I should use this instead
What is the call transfer or phonebook
Rationale: phone numbers can change as can extensions
This document is a starting point
What is Document Index PCC Provider
By comparison these 2 are the best EVER
Who is Tina our Facilitator and Karen the producer