Systems
Booking an appointment outside of this system and you'll lose credit
What is Salesforce
Must be stated within the first 3 minutes of the call.
What is Correctly describes OSH
"We are a primary care doctors office for adults on Medicare."
KPI is an acronym for what?
What is Key Performance Indicators
All agents are required to be what to their internet source
What is hard-wired
Helps cover inpatient care in hospitals, skilled nursing facility care, hospice care, and home health care.
What is Part A (Hospital Insurance)
Don't sweat it, Salesforce will lead you here when it's time to confirm (book) your patient's appointment
Note: We can only start in this system first if the patient has a pending upcoming appointment that has not yet passed.
What is Canopy
Things about Oak Street Health that makes us different from other doctor offices. Things that we know make us stand out in people’s minds!!
What is Unique Value propositions
or
What is UVPs
[Total Login Time] - [Total Unavailable Time] / [Total Login Time] refers to what KPI?
What is occupancy
When technical issues arise, an agent must attempt to troubleshoot their issue and notify their Supervisor (or managing supervisor) within how many minutes via chat
What is 5 minutes
Helps cover: Many preventive services (like screenings, shots or vaccines, and yearly “Wellness” visits)
What is Part B (Medical Insurance)
Universal system used to check patient eligibility.
Note: See Medicare plan details
What is OneSource
This is a compliance statement that MUST be read verbatim on each call.
What is Communication opt In.
"Would you like to receive a text confirmation for your appointment?
You will also receive other texts and/or automated or pre-recorded calls from us about your appointments and your healthcare. This is voluntary and you can opt out at any time."
[Total Calls Made] / [ Total Appointments Scheduled] refers to what KPI
What is conversion rate
If ISP issues persist after how many hours must you log off and time becomes unpaid?
What is after 2 hours
or
What is 2 hours
Known as Part C
What is Medicare Advantage
How you ensure you are paid on time AND accurately
What is Workbrain
This behavior ensures the patient clearly understands what to expect during their first visit.
What is welcome visit expectations
This metric allows you to see patient show rate
What is completion rate
An agent has how many business days to submit documentation of the issue?
(such as information posted by the internet or power provider or contact with customer service to obtain documentation).
What is 1 business day
Helps cover the cost of prescription drugs (including many recommended shots or vaccines).
What is Part D (Drug coverage)
Access this system to complete annual compliance trainings.
What is the learning hub
Questions asked to identify patient pain points and provide a personalized UVP.
What is Probing question 1, 2 and 3
or
What is probing questions
This metric allows you to see your rate to target
What is percent to goal
Failure to follow the outlined expectations and processes will be considered what?
and can lead to disciplinary action up to and including termination.
What is Call avoidance
Extra insurance you can buy from a private company that helps pay your share of costs in Original Medicare
What is Medicare Supplemental Insurance
Or
What is Medigap