Yes/ No
Should we call the member if his/her address says "BAD ADDRESS"?
No. It means we should not send member communication
Before closing the case, we should add _____ by running the Call Tracking Note Macro
call note
Closure is never responsible for sending correspondence to the insurance plans
False
Is it mandatory for us to complete 100 cases per day when we come out of training?
No. Quality over quantity
How do we run a confidential communication Macro?
Ctrl + -
If the first fax to the provider fails, we should call the provider and tell him that it failed
False- we should re-verify the fax number and resend the fax
Does confidential communication refer to when a member sends PHI to his/her old address for fun?
No.
How do we run a Call tracking macro?
Ctrl + shift + N
Clinic phone and fax number will be verified through RxCLAIM
Should we show only sympathy to our members when communicating?
NO, we should show empathy.
How do we run a Prior Authorization (PA) Entry Macro?
Ctrl + shift + P
We should quickly go through each case even if there is a lot of errors because there is a face behind each case who needs our help
False. We should take pride in the work we do so the case can be quickly resolved and the member can get the medicine they need
Quality over quantity
Is it important that we open our OneNote everyday when we come out of training to use as our user guide during each case?
No. We should use the confluence user guide
How do we run a member search macro?
Ctrl + M
Clients basically have the same information in their user guide so we can use the Illinois user guide to work on a Texas case
False. You should open the user guide specific to each client because there are differences and you will be entering the wrong information