, before we begin, I would like to let you know that this call may be recorded for quality assurance. Any of the information you share is confidential. You are not required to share any health related information, and any information you do share will not affect membership in our plan.
What is Aetna
100
When a member requests to cancel/reschedule their appointment, you do this to the current scheduled appointment
What is Suspend
100
To be used when you reschedule a cancelled appointment
What is CC Appointment Cancelled – Rescheduled
100
Team Leads
What is Janique Bowen, Jaquera Simpson and Michael Rivero
100
When a member request a copy of the appointment evaluation
What is Admins@advancehlth.com
200
I am calling on a recorded line for accuracy purposes.
What is Humana
200
What would you enter for the Campaign Name when creating an Opti-Time profile for a Coventry member
What is Coventry-2014
200
To be used when the member is not available to take the call, within 24 hours.
What is CC Member not available to take call
200
Supervisors
What is Joshua Havener, Jonathon Jeffrey and Michael Jones
200
When a member calls in stating the NP is late (more than 10 minutes) or did not show for the appointment.
What is Providerservices@advancehlth.com & activitysubmission@advancehlth.com
300
I would like to advise you that our call may be recorded for quality assurance purposes.
What is SoundPath
300
This should match the members specific zip code and should match the campaign (CVTY-ZIP) (AET-ZIP) (WLP-ZIP)
What is the Sector Zip Code
300
To be used when a member calls to reschedule an appointment
What is CC Appointment Rescheduled at Member Request
300
Manager, VP and Human Capital Manager
What is Daniel Bruce, Griselda Rosa and Andrea Ruiz
300
When a member request a copy of the introduction letter
What is Leads@advancehlth.com
400
Mr./Ms.____________before we begin, I would like to let you know that our call will be recorded for quality control purposes only.
What are Coventry & Senior Whole Health
400
Clicking "New" in this section will create a chain of appointments which will have to be manually deleted individually
What is Recurrent Visit Template
400
If a member was scheduled yesterday and the dialer calls them again today
What is CC Member Previously Scheduled
400
In addition to your Call Center Leads, Supervisors and Manager, name one other individual whose job function is to receive Dr. notes
What is Robert Perry (Aerotek) or Viviana Pinto (Advance Health)
400
When you schedule or cancel a next day appointment (after 6 pm)
What is Providerservices@advancehlth.com & CC Activitysubmission@advancehlth.com
500
Before we begin, I would like to let you know this call may be monitored or recorded for quality purposes to protect your privacy.
What is Wellpoint/Amerigroup
500
When validating an address in Opti-Time, you select this option
What is Accept the selected proposal as place and keep the address filled in
500
To be used only when you speak with a member who states they have had a visit last year, and is interested in being scheduled but requests that the visit be on or around the same time as the previous year.
What is CC Member refused visit had a visit within 6 months
500
Name at least two other departments within Advance Health
What is Provider Services, Member Services, Quality & Training, Clinical, etc