Guidelines
What are the scheduling hours?
Monday-Friday, 8:00 a.m. - 8:00 p.m. (Pacific Time)
If a member is calling to cancel a same day/ next day trip assigned to an IDP, what do we do?
First we verify the trip to ensure we are cancelling the correct trip, then we cancel the trip in the Call Center Portal.
What are the 4 forms of verification?
MID, DOB, Name, and Address
What channel do you post questions on during training?
Nesting-chat
What does the football coach tell the banker?
"Give me my quarter-back!"
What script do we use when someone wants to schedule new transportation?
"Are you interested in learning more about our Public Transit, OC Access, or Mileage Reimbursement options?"
If a member is calling to cancel a same day/ next day trip with a 3PO, what do we do?
First we verify the trip to ensure we are cancelling the correct trip, then we call the 3PO to inform of the cancellation, next we Zendesk, and finally we cancel the trip in the Call Center Portal.
In the member profile can we modify information under the General tab?
No, only member services can modify under the General tab
What channel do you post questions when you are out on the floor?
Call-Canter-Team-Chat
What type of bug has good etiquette?
A Lady Bug
If a member is not showing as eligible in the Call Center Portal what do we do?
We would warm transfer to CalOptima for approval, request a provisional member form, and if the trip is two plus days in the future, ask the member to call back the next day to schedule transportation.
If a member is calling to modify a same day/ next day trip assigned to an IDP, what do we do?
First we verify the trip to ensure we are modifying the correct trip, then we modify the trip in the Call Center Portal.
In the member profile, under what tab can you find if dispatch is aware of a preferred operator?
Under the Transportation tab
In what channel do you post phone system issues?
Incontact-golive
What comes first, the ring or the contract?
Ring central first, then incontact.
What are some restrictions the account has?
We do not provide Wheelchairs, Stretchers, Ambulance service, Oxygen, or Car Seats. Member’s parent’s responsibility to provide.
If a member is calling to modify a same day/ next day trip assigned to a 3PO, what do we do?
First we verify the trip to ensure we are modifying the correct trip, then we call the 3PO to see if they are able to accommodate the request, next we Zendesk the modification, and finally we modify the trip in the Call Center Portal.
In the member landing page, where would I go to see all the trips scheduled for the member?
Under the Itineraries List tab
In what channel do you post system issues with the Call center portal?
Support-cc-tier-1
Who is Brandi Stadie?
Call center director
"Senior Director of Contact Center Operations"
What are the modes of transportation that CalOptima provides? Please explain in detail.
Ambulatory, OCTA (Orange County Transit Authority) Public Transit, OC (Orange County) Access Pass, and Mileage Reimbursement.
If a member calls in to modify a trip that they are already En-route with an IDP, what do we do?
We advice the member that we cannot modify the trip. The driver can either take them back to the address to where they were picked up from or take them to the destination that the driver has.
How do you get to the Veyo Portal using the Call Center Portal?
You got to the Itineraries list tab, extend the trip details, click on the "i" icon, select the link
How can you alert a certain channel that you have posted an important question that requires attention?
you add @here to the post message
Who is Josh Komenda?
"President of Veyo"