Alvaria Basics
If Alvaria is not feeding you anymore patients while on Idle status, what is the next step?
Wait 5 minutes before posting on the Alvaria Assignment board to request a new assignment.
When you first log in to the system, your status will be set to the ____ state.
The “Offline” state.
Used when logging in for the day or back from lunch break and should be updated after clocking in on TimeStar
Park - Login
You are not able to call the patient and need to skip to the next one due to the amount of time between calls. What disposition?
Skip Patient - Too Soon To Call
The Voicemail module can be access from the dashboard view.
True
A ____ Transfer is a call that you forward to a third party without consulting with the third party before transferring the call.
Cold Transfer
This is the same as “Available” status in Talkdesk. In this status, you can receive inbound calls and autodialer calls that you are skilled to handle.
Idle
Used to review patient records before calling.
Park - Preview
You are not able to call the patient and need to skip to the next one due to the patient already being called the same day. What disposition?
Skip Patient - Called Today
With every patient in Alvaria, you’ll be able to disposition the call only after a call attempt has been made.
False.
With every call in Alvaria, you’ll be able to disposition the call either after the call has ended, or for certain situations, before any call attempt has been made.
Your Alvaria station number is also your _____ number.
Insperity Employee Number
This status is used to denote that you are logged off for the day (or lunch) and not getting paid.
Offline
Used for your regularly scheduled one on ones with your Team Lead
Not Ready - O3
You did not successfully reach your patient on the phone, but you were able to complete an asynchronous activity on them. What disposition?
Successful Call - Non Live
In order to change your status, you will need to first change your status and then disposition your patient.
True
Once your call is dispositioned, you will automatically be switched to your next status. If you didn’t select the next status, you will immediately go into Idle.
If you attempt to change your status before your call is dispositioned, you will not change statuses until after the call is dispositioned.
In what status does the Patient Flow workflow information appear? Ex: Breast Cancer Screening, Engaged Patient, etc.
In this state, you are not able to receive new inbound/autodialer calls, and you are not able to make manual outbound calls.
Not Ready
Used if you need any additional break time, for any reason.
Not Ready - Personal
You are not calling the patient, but you are able to complete an asynchronous activity. What disposition?
Skip Patient - Asynchronous Activity
When setting call back, we must set it for the CC's timezone.
False
Alvaria allows you to set it in the patient's timezone.
The ______ option takes you directly to the Workforce Engagement Management section that allows you to search for interactions with patients, QA evals, etc.
The “Search Interactions” options.
In this status, you are not able to make/receive inbound/autodialers calls, however you are able to place manual outbound calls.
Park
Used for any type of coaching session with your lead or management that isn’t your normal one on one.
Not Ready - Ad Hoc Coaching
This widget is greyed out while in the Offline status.
The “Engagement Center”.
When needing to make additional call attempts (pharmacy, etc), you will need to first disposition the call appropriately and then change your status to a preview status in order to manually dial out.
False.
If an additional call is needed, access the Contact Tab and perform manual outbound call while in Wrap status. Once all work has been completed, disposition in Alvaria l