Pulse
This metric has an expectation to maintain a 63% or higher
What is adherence to customer readiness
Can we proceed with claims from OON providers?
Yes we can assist with OON claims. Only time we don't assist if if mbr is asking for negotiation for bill that has already been paid.
Name the organization who uses client connect tool?
Who is Publicis?
How many calls can you have open before Max Phone Tabs?
What is 3 calls please try to clear them as quickly as possible.
Once you log in Workday how soon should you be logged into Bridge?
What is 5 minutes
This metric has an expectation to maintain a 40% or higher. What am I?
What are spotlights?
BCBS of CA auth form requires what in section 1?
What is name and address
What organization requires zip code look up tool?
Who is Lockheed Martin
My wrap up time should be how long? If I am going to be longer what do I do?
What is 5 minutes? I reach out to Kim or Kenny to let them know.
What is the extension for HATS to call and get a live person?
What is 6996
No more that ____ amount of calls should be scrapped. What % is the expectation?
What is 3%
What is special about Florida Blue
What is must send authorization form, no electronic signature allowed
Name the organization that you can enroll members
What is Engage?
What can I do if I realized that a case I closed had wrong condition?
What is edit the case when its closed and update the information.
I just got a compliment from a member how do I let someone know?
What is send email to compliments@healthadvocate.com; Kenny and Kim
All advocates are expected to maintain a _________ or higher in Quality. What is my %?
95%
If claim has not be processed to insurance carrier what steps do we take?
What is conference call with carrier
What organization are members able to have a copy of ID card on benefit site?
What is Nextep
What can you do to Publicis Cases to make sure they are getting worked?
What is flag the case as interesting
I want to listen to my calls what do I do?
What is log into VPI to listen to calls.
Welcome to VPI EMPOWER
BA smith scored 7% for adherence to due dates. Did this BA meet the expectations?
No
Do we process claims that are paid?
We can take in claims to look at claims however we won't be able to negotiate a lower cost
Name 2 organizations which we don't have medical plans for?
What are New Benefits and Aflac
If you don't have plans but member has ID card where can you go to look at plan information?
Transunion
I need to find information on Medicare, where do I go?
What is go to Medicare guide on the beat?
Medicare Guide | Operations | Health Advocate