Random
While the provider portion is only 30 minutes, this specific visit type requires a 60-minute total appointment block to accommodate clinical activities
MIC-Assisted Visit
When a member requires a Behavioral Health prescriber appointment and is in the Longitudinal Care Program, the CST must reassign the task to this specific person rather than scheduling it themselves.
Behavioral Health Specialist (BHS) in the member’s pod
According to the Provider Scheduling Playbook, what is the default duration for a Clinical Intake visit for a member in the Longitudinal Care Program?
60 mins
What is the standard SLA requirement for the total number of outreach attempts and the timeframe for a 'Standard' task?
3 total attempts within 72 hours
What is the primary responsibility of a Backup Agent (BK) during their assigned inbound coverage block?
Covering inbound breaks for inbound available
For a member's first clinical visit in the Longitudinal Care Program, the scheduler is required to book the appointment within this many business days.
three but ever more than 2 weeks out
What markets can we not schedule for?
Kaiser, BSMH, MA Tufts First Interaction (P32)
In a Non-North Carolina market, what is the first modality a scheduler should attempt if a member requires a visit within 3 days and there are no quality measures requiring in-person support?
Video
For a "Standard" scheduling task, the Central Scheduling Team must make their first outreach attempt within this many hours.
24–48 hours
An agent is assigned to Block 1 (Morning Inbound). According to the Inbound Coverage SOP, what are their shift hours for that day?
8:30-5:00pm
When rescheduling a Pharmacy Visit, the scheduler is required to do this
Warm transfer to Mina or Lourdes
Schedulers are strictly prohibited from double booking this specific time slot to ensure the provider can finish their day on time
last provider slot of the day
Which of the following visit types is eligible for double booking to meet scheduling timeline requirements? TOC, In home, Pediatric or APV
TOC
This is the total number of outreach attempts required over a 72-hour period before a task can be archived as "Unreachable.
three
What mandatory action must be taken to complete an inbound coverage transition between agents in Slack?
Receiving acknowledgment from the receiving agent
What is the Source of Truth and where can you find it
Operating Model Playbook - Central Scheduling / NotebookLM
What is a yearly comprehensive visit for an established member who has not been seen by a provider in 12+ months.
APV
If a member requests a Sick Visit, what is the first step a scheduler should take according to the Appointment Type Selection Logic?
Offer VUC and provide the phone number
These three specific task types are categorized as "High Priority" and require immediate action or rescheduling
Inbound Coordination (IC), same-day rescheduling, and urgent rescheduling
If an inbound call results in scheduling a visit that will occur within the same day, the agent must do what?
please notify Hub Managers
If an adult member has already completed their Clinical Intake this year and calls to schedule a routine check. What appointment type would you use?
Follow-Up
Regardless of a member's program or the urgency of the request, double booking is strictly prohibited for these two specific visit modalities?
Home visits or MIC-assisted visits, regardless of the member's program
What is the default duration for standard provider visits, including Clinical Intakes for Population Health members, APVs, and Sick Visits.
30 minutes
When an outreach attempt fails, the scheduler must document the activity in Commons and update the label status to this specific next step.
2nd Attempt or 3rd Attempt
If an agent is assigned to the 10:30 AM – 7:00 PM shift, their designated lunch window must fall between these specific hours.
1:00 PM – 4:00 PM