Insurance Updates
What is the number that we put on the Opt line in Customer Master to pull up Open Notes for insurance update?
26
What function key do we use to update the machine?
F13
Can a return, an exchange, or a reshipment be processed any other way than using the return macro in the F2 notes?
NO
What function key indicates that the patient has a LITE account and where do we find it?
F8 on the Call Results screen
If you copy and paste the customer ID into the Call Queue from the CMI screen and it pulls up the Back Door, where do you go to find that process?
Cannot Locate in Call Queue
If updating primary insurance, where do we put the macro to place the order?
F2 notes
What is step one of updating supplies?
Remove with 4
What goes in the incorrect supplies field?
What is being shipped back, IF ANYTHING
True or False...We click on preferred when updating an email?
FALSE
If the message comes up cannot place order active order on file but not processed, where would you go to find out what to do with that call?
Cannot Place Order: Active Order on File but not "processed" by CCC
What does the question mark within parentheses mean and what function key do we use?
Promptible, F4
Once the item or items are removed from the eligibility screen, what is our first step in adding the items back in?
F18
What are some examples of reasons we would put in the Reason for Return field?
Never received; wrong size; doesn’t want; defective, etc.
For the email program when do they receive their first email?
5 DAYS BEFORE ELIGIBLE
If a patient calls and asks, where is my order?, and per order history, you see that the order is flagged as pending prior authorization, where do you go to find that process?
Pending Prior Authorization
True or False…If updating only the subscriber ID for Medicare, we place an order as normal.
TRUE
How do we find the item numbers for the items that we are adding?
CCC parts pages
If a patient calls in and it's been 7+ days since their initial return macro was submitted with no follow up notes on the acct, what macro do we use to alert the Returns department to follow up on the request?
Duplicate macro
If they do not respond to the second email, what happens?
CALLED IN OB CALL QUEUE
A patient wants to update supplies. Where do we find that process?
Updating Supplies/Machine
How can you access the patient’s current insurance information from the patient master screen?
5
Once all items are added, what key do we press on the order screen to see the updates made to the supplies?
F5 to refresh
If you deem it appropriate to have the reshipment sent quickly, what macro would we use?
High Priority
If you need to refresh your knowledge of updating emails and phone numbers in LITE where would you go to find that?
Email/Phone - Update under Procedures
If a patient wants to update their insurance where do we find that process?
Insurance Update