EVV/Time4Care
True or False: The assistant must clock-out and clock back in after midnight in order to receive payment for the service they provide the next day.
False
You clock in when you are starting service and you clock out when you stop service, even if that service spans over midnight.
True or False: You will never receive emails containing information from CRM to your Outlook email inbox.
False: When you create a case, the case number is sent to your Outlook email inbox
Regarding attendance expectations and verint adherence expectations, what percentage are agents expected to maintain.
Agents are expected to maintain 90% and above for good standing. Agents are expected to maintain their Verint schedule at least 90% and above for good standing.
When answering a call the greeting is “Thank you for calling Public Partnerships. My name is (your name). May I have your what?"
“Thank you for calling Public Partnerships. My name is (your name). May I have your first and last name please?"
What is the accounting software used to manage consumer and provider information, and more commonly by Operations to run all payrolls ?
Navision or Nav
True or False: If the CS Rep is unable to assist the caller with their Time4Care EVV issue, they must transfer the call to their supervisor.
False
CS Representative can transfer the caller to the EVV Help Desk.
True or False: Any email containing sensitive information (participant/employee personal information, etc.) must be encrypted by adding "Secureemail" after the greeting in the body of the email.
False
Any email containing sensitive information (participant/employee personal information, etc.) must be encrypted by adding "Secureemail" to the subject line.
True or False: When Expectations and Policy and Procedures are not followed, Customer Service Representatives should respond directly to emails from QI.
False: Customer Service Representatives should not respond directly to emails from QI, communicating exclusively with their supervisor on follow-up steps. This promotes transparency, communication, and coaching between the agent and supervisor.
You should not wait longer than how many minutes for a supervisor when attempting to transfer a caller?
You should not wait longer than 20 minutes for a supervisor when attempting to transfer a caller.
What is Stable Medical Condition ?
A condition that is not expected to exhibit sudden deterioration or improvement and does not require frequent medical or nursing evaluation or judgment to determine changes in the consumer's plan of care.
True or False: You can use your member’s device to clock-in and clock-out with your own username and password.
True
If the assistant does not have a smart phone or device with GPS, they can use the member's phone to clock-in and clock-out
What are the steps needed to initiate and create the CRM Contact Profile?
1. Open CRM and click on Contact on the left-hand navigation bar.
2. Click on + New once on a Contact view on CRM.
3. Ensure you are under New York Profile form
Ask caller for the following information:
1. What is your current role in the program?
2. What is your First Name, Middle Name, Last Name
3. Preferred email address
4. Phone Number
5. Mobile Number
6. Do you have a preferred contact method and time to contact?
7. Preferred Language?
8. Is there a best Person To contact?
9. What is the relationship between the person and the caller?
10. What is your preferred contact email and phone number?
Regarding Supervisor Call Quality, who will review monthly call quality scores and review with Supervisor and provide coaching?
Managers will review monthly call quality scores and review with Supervisor and provide coaching.
You will review Program specific what to ensure you are giving accurate information to callers?
You will review Program specific "Daily Updates" to ensure you are giving accurate information to callers.
True or False: A consumer's spouse, parent or designated representative may not be the consumer directed personal assistant for that consumer.
A consumer's spouse, parent or designated representative may not be the consumer directed personal assistant for that consumer.
True or False: Since EVV tracks the location of the member and their assistant, members can only receive services at their home address.
False
True or False: When we receive an email from an agency that wants to provide transition support, we must create a case and change the owner from the drop-down menu to Noah S.
False
Click "assign" and select Noah S.
When returning a dropped call, agents should disposition the dropped call and place yourself into what status?
When returning a dropped call agents should follow these steps:
Disposition the dropped call and place yourself into Deskwork status.
When transferring compliment calls, ask the caller for their name, ID, and WHAT before transferring.
Ask the caller for their name, ID, and CS Rep's name before transferring.
Verifies visit activity for in-home and in-community care services and offers a measure of accountability to ensure that individuals receive the care and services they need and are authorized to receive.
Electronic Visit Verification (EVV)
If an assistant clocks-in at 8:00AM, what time will they receive a reminder from the Time4Care app to clock-out?
2:00PM
After you clock in, you will receive reminders every six hours until you have clocked out.
If a question during a call cannot be answered by the CS Rep, and the consumer/provider already has a CRM contact profile, what else must the CS Rep do?
Create a follow-up CRM Inquiry Case.
True or False: When Agents provide the correct Customer Service phone number to clients that are calling the incorrect State Program line and the Marketing line, Agents need to transfer the call.
False: Agents will be expected to provide the correct Customer Service phone number to clients that are calling the incorrect State Program line and the Marketing line. Agents do not need to transfer the call, but provide the correct phone number and end the call.
Prior to transferring a caller to a supervisor, you should create a case and assign it to ?
Prior to transferring a caller to a supervisor, you should create a case and assign it to Escalation Management.
List 3 or more functional limitations in areas of major life activity that are a result of a developmental disability (DD)?
Self-care, receptive and expressive language, learning, mobility, self-direction, capacity for independent living, and economic self sufficiency