CC Scheduling Process

Scheduling

100

How do you update a SA to search for full timeframe 

Return to the Service Appointment tab in SOL Click "edit" service appointment and update service calendar month for the next month

200

How many visit types do we have 

5- IV, PHV, CEV, Acute and Follow Ups

300

What is the total Max visits can a 8/hr CM have with double booking

7

400

What is the drivetime between visits

30 mins

500

Where do you find the Visit Method 

Zone Look up tool

Dispo codes

100

What dispo do you use if member phone is busy or don't have a voicemail

No answer

200

What dispo do you use if member moved out of their Zip Code 

Moved out of Zip Code

300

What Dispo do you use if you talk to a member but did not schedule

Talked to member but not scheduled

400

If Member is interested in scheduling a visit but requests a different visit method (type/modality) than Zone Lookup Tool designates

Unable to Schedule Specific Visit Type

500

Member is interested in scheduling but wants to meet in a public location.

Need Other Location Appointment

Inbound

100

What is a Wrap up Code/Status 

These are the available wrap-up codes available to select from. Choose the status that best fits the outcome of the call.

200

What do you do when member call in to cancel a visit on the same day 

After completing the cancellation/rescheduling process, call the case manager who was scheduled for the cancelled appointment and inform them that their schedule has changed.

If the case manager is not available, leave a voicemail informing them that their schedule has changed.

300

How many form of identification do you need to verify for inbound calls

3- Always First and last name. Then DOB, Address or Member ID

400

Do you have to say call recording on Inbound calls

Yes

500

When a call is received, what does the IC Aux Code automatically changes to

On Inbound ACD Call

Bonus

100

What process do you follow if member says, I don’t want a stranger in my home 

1. Close scheduling task if applicable (i.e. PHV, CEV).

2. Initial Visits: Complete DSNP Core Assessment

200

What Process do you follow if 

Member is interested in scheduling but

• Declines telephonic visit
• Interested only in face-to-face visit.

1. Close scheduling task if applicable (e.g., PHV, CEV)
   
   

2. Initial Visits: Complete DSNP Core Assessment

3. Follow No Case Manager Availability Process

300

For CHW how do you know if HRA is due 

Under Member DOB it will states member is due for HRA in RED

400

What are the assessments called that you will complete in the CHW Campaign

RSA (HSA)

SDoH

500

How Many Seconds do you have to answer when getting a outbound call

3