Process Concerns
What is the process to activate a rollover account and how many statements do we send out?
-We need to take a payment
-Push out the follow up date 7 days
-3 statements
Who do you email when you are running late, having computer issues etc...
-Email call out
-CC team lead
A'h called in two weeks ago to get their account reset, they have now defaulted again due to missed payment, but PA forgot to mention the default policy. What should you do?
We should advise the a'h that we are to reset once every 12 months
Place account under review to see what we can do for them
It is okay for us to print the contact sheet
No, we should not be printing contact sheet since it gets updated frequently.
What is considered HIPAA violation
-leaving your computer unlocked
-not verifying full demos
-speaking to an unauthorize user
Account holder is stating they were approved for Medicaid through Atrium Health, what are the next steps to take?
Ask a'h if they have reach out to Atrium, if not that is the first step, if they have place account on HOLD.
Coming late from lunch/break or running late will result how many occurances
0.5 of an occurrence
-Ask caller if this was made through bill pay if so, explain process
-Ask caller if it cleared their bank account if not to check in with bank if so, send proof of payment
If my lead is not available, I can reach out to a coworker and get assistance from them
No, we should be reaching out to another lead or email PAC
What are the max hours of PTO you can roll over at the end of the year?
40 or less
Can we combine a Flex Cone account into a Variable rate Cone account?
NO
I am trying to get online and it won't let me. I think I have been online before when I set up the account. Why won't it let me in?
What is...You can find it in the History tab and notes
Email verification
I am questioning the charge adjustment made on the account, my balance was $500 and now it is $1,000 explain how you would help the a'h
-Advise the a'h you will place account under review to see why the adjustment was made
What is the minimum balance that we need to set up an account with Franciscan? What is the minimum monthly payment?
-Balance at least $250.00
-$35.00
Where in Sabe can you locate the payment address if a'h wants to mail in their payment?
Client info
If spouse calling in to let us know wife/husband has passed away, what are the steps that we take?
-We should offer to switch the account to their name if they want to continue paying
-We need copy of death certificate, mail or fax
-Notate and push out follow up date
What is not hitting bonus?
-emails not being read
-not reading script/failing audits
-not meeting productivity
A'h is adding new charges on an accessibility account, the payment amounts will be recalculated based on the new balance or will the payments remain the same?
The same
What is...a'h calling in stating they received a call from A1 but you are not able to find their acct in Sabe?
Check in insight>online applications>email PAC the correct provider #
Account type is stating AA outreach, does this mean the a'h is on the outreach program...
False- means balance is over 10+
A'h is calling stating they are getting a new bill from CTR Shelby, are we able to create an account for them or do we need to have the provider account number?
Yes, we can still proceed.
A'h declined their activation they called in the same day wanting to activate, are we able to activate the account? If so, what are the steps
Yes, we can flip the account status to 44 only if it is the same day and we still have the charges
A'h is calling in to combine their account with spouse, do we need to have both parties on the line?
Yes, both parties must agree to the combination
What is...giving kudos to a colleague through our work organization
Who do we not get charges from daily
-Catawba
-Ortho