Urgent Care/ CDU
Radiology
Video Visits
Call Center Goals
Travel
100
These are the UC/CDU locations in the Baltimore service area
What is South Baltimore and White Marsh
100
Hours of operation for Radiology Scheduling in the Contact Center
What is 8:30a-5p with extended mammo hours to 8pm
100
The smartphrase used to document the video visit information
What is .ccvideovisits
100
This department has an AHT goal of 8:42
What is Advice
100
This is the first thing you should check when a member calls for travel immunizations
What is member's benefits
200
When a nurse appointment is needed at the UC locations, we schedule with this visit type
What is RN-20
200
This is the script/protocol that must be used when a member is calling requesting a routine or follow up mammogram.
What is the Breast Screening: Exam/Mammogram script/protocol
200
The 3 locations the member must be physically located in to qualify for the video visit
What is What is Maryland, DC or Virginia
200
This call center department has a service level goal of 80% of calls answered within 35 seconds
What is TSRs
200
This is how far out from the date of departure the travel workflow can be started
What is 6 weeks
300
If a Fredericksburg member informs us they are going to a NextCare location, this is where we route the encounter.
What is P PSC ADVICE
300
The preventative exams booked by the Contact Center.
What is routine mammogram and dexa scan
300
The hours for which a video visit can be booked
What is 24 hours a day
300
The target goal for attendance is to reduce the usage of annual and banked sick leave by this percentage
What is 12%
300
This must be documented of where the member is traveling
What is the country
400
This is the newest UC location
What is Manassas
400
These three appointments are scheduled by the radiology schedulers
What is Routine Mammograms, Dexa Scans and rescheduling of routine ultrasounds
400
How much time is needed between when the video visit appointment is made and the actual appointment time
What is 35 minutes
400
This is the health-plan goal for Safety conversation submission
What is 85%
400
The order in which traveling members are called back to discuss their travel plans
What is order of departure date
500
This is the only CDU with an URGENT BH face-to-face visit type
What is Largo
500
This group schedules diagnostic mammograms and breast ultrasounds
What is the Breast Health Department
500
Who is notified when a video visit is booked between the hours of 10:30p and 7a
What is the Lead Nurse
500
This is the percentage of employees who need to receive a flu vaccination to meet the stretch goal
What is 85%
500
This is what you do if a member calls back after missing a TAV call from the travel RN
What is warm transfer to a supervisor
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