Zendesk
What is the main tool we use?
What is Zendesk
We should always be in network with these.
What are PPO plans?
What is Headway?
Headway is a mental healthcare platform
True or False - you should always appear online for calls.
False
What is the abbreviation for Co-insurance?
Coins
Internal Notes have what color background?
What does EPO stand for?
What is Exclusive Provider Organizations.
What does CXA stand for?
Customer Experience Associate
What "Resolved By" option do you choose?
"Insurance Call"
What does Ded stand for?
Deductible
What do you submit a ticket as?
Solved
What are plans that do not have their own provider networks and instead borrow the networks from major insurance carriers such as Aetna, UnitedHealthcare, Blue Cross Blue Shield, or Cigna?
What are TPA's
What are the 3 Ps?
Patients, Providers and Payers
What two CPT codes are you asking for no matter what?
90834 & 90837
OOP stands for what?
Out of pocket
What is the name of the Macro we use?
What is Insurance Call Response Macro?
What does EPID stand for?
What button do you click to find a Provider?
The "Find a Provider" button
What settings are you asking for benefits for?
Outpatient office and telehealth
What is the benefit program that gives employees a set amount of paid-for sessions?
EAP (Employee Assistance Program)
How many hours before an Urgent ticket breaches SLA?
What is two hours?
What is a type of insurance plan that typically has a limited network of healthcare providers and requires members to choose a PCP.
What is HMO?
Insurance carriers are also known as...?
Payers
What 3 pieces of PHI do you need to make a call?
Name, Member ID and DOB
What is an automated phone system technology that allows incoming callers to access information via a voice response system of pre-recorded messages without having to speak to an agent called?
IVR (Interactive Voice Response)