Contact Log
we speak in what type of "person" while using the contact log
3rd Person
This can help the CSR gather information from the caller for the Eligibility worker and send request for updates on the case?
Templates
This system can help you on your calls, it also holds case information. This system has to be notated in.
KEES
Caller wants to report a new income
Category: Change Request
Contact Reason: Income Change
Caretaker Medical covers what group of individuals
Anyone taking care of someone under the age 19
What is the specific verification that need to be in the contact log
Caller Name
Case Number or Social Security number
Address and Phone Number
Call Center Scripting
This system is shared with hospital and pharmacies. This system is where you can find Managed Care Organization information.
KMMS
Caller checking the status of their application
Category: Application/Review Follow-Up
Contact Reason: Application Status
Transitional Medical covers what group of individuals
People who had CTM in the month prior, and lost it due to an increase in earned income
Contact log can help the CSR send request to Eligibility worker what are those requests called
Task
This helps the CSR transfer calls the correct department and it also provides numbers that can be giving to the client.
Helpful Handout
This system is a data base that collect information. This system has to be notated in.
CCM
Call wants to report a Newborn
Contact Reason: Family Medical Request
Category: Newborn
SOBRA covers what group of individuals
Non-Citizens
What should you refer to yourself as in the notes
Customer Service Representative (CSR)
This resource can help you verify callers
Identifying and Releasing Information to Callers
This system is used to take calls
Avaya
Caller wants to file a Grievance regarding how long it's taking to process their request
Category: Grievances/Complaints
Contact Reason: Timeliness
What two templates does the CSR must add when adding someone to a MAGI case
TIAR & Pre-Tax Deduction Template
what are the four major things that need to be answered in the Contact log for a call?
Who Calling, How the client was authenticated, Reason for the call, How the CSR assisted
This resource can help you with reading the journal and also your notes. It can be used help simplify your notes
Approved Abbreviation Chart
This system is where you check for your lunches & breaks
Webstation
Caller wants to remove someone off her case
Category: Change Request
Contact Reason: Remove HH Member
What makes CHIP unique
Coverage begin the day it is authorize in KEES
Coverage does not back date
Could have a premuim
Cannot have another health insurance