CRM
How do you add a case to queue?
select "add to queue" from command bar
select the appropriate queue
click Add from pop up box
What is CDPAP?
Consumer Directed Personal Assistance Program
What 2 teams is CDPAP comprised of?
Personal Assistants (PA) and Customer service
Where can you find answers to commonly asked questions?
NY CDPAP FAQs
What does PPL stand for?
Public Partnerships
How do you respond to FI inquiry emails
convert to case and reassign
What is CRM?
Customer Relationship Management
What 3 steps are necessary for enrollment?
Assessment, consumer forms, caregiver selection
Where can you go to look up words or terms you may not know?
the glossary in SharePoint
What is the PPL mission statement?
Transform lives by expanding access to self-direction and whole person care.
What document can you NOT send out?
W-2 Forms from any year
What is FI?
Fiscal Intermediary
Who funds these services
CDPAP is government funded and exclusively available to Medicaid recipients
What tool can you refer to for step-by-step instructions for responding to CDPAP emails?
NY CDPAP implementation SOP
what is PPLs brand promise?
Self-direction simplified. Customer service exemplified
How do you send documents that contain sensitive information?
create a secure email by entering "SECUREEMAIL" in the subject line to encrypt the document
What is LTD?
Long Term Disability
What is an Authorized Representative?
the AR acts on the behalf of the consumer to manage the program
whom would be your point of contact for any questions
your direct supervisor (koryn)
Committed to Our Mission
Integrity & Transparency
Reliable & Accountable
Widespread Inclusion
Fiscal Responsibility
Which inbox will you be responding to emails from?
"z Email Inbox Only NY CDPAP"
What is MCO?
Managed Care Organization
What 2 consumer forms are required for enrollment?
MOU (memorandum of understanding) and Consumer & Personal assistant agreement
What document can you refer to when it comes to standard operation of CRM?
NY CDPAP CRM Guide
What is the PPL tagline?
Your Life. Your Care. Your People.