Task
Tracker
Tracker
How many initial attempts do we make to each member?
What is three.
How many compassion embraces should we have open for each member?
One at a time.
- One compassion embrace to schedule transportation five days before appt.
- One compassion embrace scheduled for three days after appt.
What should our introduction be when a member calls in for SafeRide?
Thank you for calling UnitedHealthcare's Transportation team. My name is Skippy. How may I assist/ help you this <morning, afternoon, evening>?"
"I'm lovin' it!"
What is McDonald's.
What is the best SafeRide SOP to access when you need it?
SafeRide - Dedicated Transportation Team: KM1626053
Which disposition should you use when member does not answer on a first or second attempt?
What is "Answering Machine Detected - No Message Left".
Only use "No Answer" in your final attempt.
Should we complete NBAs on Care Connector Calls?
What is Yes
What are three examples of exceptions to the 72 hr notice restriction?
What is:
9/23/25 KM1626053: Issue Call Types tab
"Eat Fresh."
What is Subway.
What is the primary Care Connector Job Aid?
House Calls & Care Connector
KM2005055
What outbound interaction type should we select in Maestro when opening a members account?
"Outbound Call Campaign"
Should we leave ride or appointment details on a member's voicemail?
No.
What should be included in the Resolution Provided text-box, documentation?
What is:
9/23/25 KM1626053: Wrap Up Tab
"We have the meats!"
What is Arby's
What JA should we use if a member has questions about annual enrollment?
Annual Enrollment Period (AEP) - Index
KM1211684
Should you still contact a member in Task Tracker who refused to speak to a Care Connector?
Yes
They were added to the TT based on the members needs and we are not aware of what the APC told them we could do.
This is the best way to do account maintenance, set the tone and address the member's needs.
When would you submit an APC Report Form?
When you get a call that came directly from the member and not from a nurse with APC.
Where should all ride credit request be submitted?
What is ZenDesk
"Freaky Fast, Freaky Good."
What is Jimmy John's.
What JA would you use to obtain access to and navigate community connector?
UHC Community Connector NBA SDoH
KM1311353
How often should we be checking Task Tracker for member updates?
Every 15 minutes.
What does the Care Connector job consist of? Please give detail.
Who would follow-up with the member in the case of a lost item?
What is SafeRide
"Finger lickin' good."
What is Whataburger.
What KC Alert notifies us of Provider Contract Updates?
Provider Contract Changes Weekly Roundup
KM2085200
Don't forget to check your alerts DAILY!!