MedPass
What are the three steps for confirming a Provider?
Full Name, DOB/SSN, Email Address
Vnet user is not getting email for password reset, how do we resolve?
Set up a call and confirm email and name, resend the link, if not ask for permission to proxy log in to do a temp password and then help them change the password again.
What do we need to put in our case after we end a chat?
The conversation ID and the entire chat history.
Do your eyes ever grow?
The eyeball is the only organism which does not grow from birth. It is fully grown when you are born.
When can we use the 'No response required' tag?
If the AM/department is CC'd or if there is no case number needed.
Provider got an Assess on their PECOS result, what do we advice?
PECOS is for Medicare enrollment, this is an email that has been sent out to Walmart optomitrists, advise them what it is for and that no further action is required on our end, but to reach out to Walmart to see if they need anything for it.
Where can you find the Customer VNET ID?
In Salesforce
How long do we keep cases open for when 'Waiting on Customer'?
2 business days.
Where is the largest active volcano in the world?
Mauna Loa (Hawaii)
What is the SLA for emails?
8 business hours
If the Provider is logged in, have them review their Medpass Summary and provide the company name listed there. If they are not logged in, and you are able to find the account, confirm PII and provide them with the company name.
How do we verify users?
We have them verify their full name and the organization they are with. Vnet users do not have PII listed, you are required to verify the user’s email address on file.
You need to call off, but you open/close. What process do we follow?
The On-Call Process.
Can penguins be found in the North Pole?
Penguins are found only in the Southern Hemisphere, mostly near Earth's South Pole, in Antarctica.
What do we do if there is PII in an email?
Respond all and edit the email from Provider to remove the PII in the returned email. When Snipping image, cover/remove PII if it is in it. Notify Olga or Jenny to have the email deleted by tagging them on the email.
Are we able to activate or deactivate accounts?
No, refer them back to the employer/company, Or ask the AM if we are able to. We need approval from a Higher up Admin in CM or the AM.
Can we create accounts if request by anyone?
No, we are only able to create accounts if the request is coming from the main POC/Admin in SF, we will follow the email process for request Admin Approval.
Refer them to reach out to the Outreach Support email or phone number.
What are comets made of?
They are composed of rock, dust, ice and frozen gases such as carbon monoxide, carbon dioxide, methane, and ammonia.
What do we do with Website Approval Requests?
Tag 'No response required' and comment
When can we expedite and what is the TAT?
Walmart New Hires - 5 - 7 Business Days
Other Providers/Walmart - 30 - 60 Business Days
We can only expedite if the reason for the expedite is URGENT or if it is over the expected TAT.
30 - 60 Business Days - We can Expedite on 3rd to 5th business day.
New Hire - We can expedite right away.
When can we expedite and what is the TAT?
Batches - 10 Business Days
Individual Searches - 3 Business Days
We are only able to expedite these orders after the listed TAT.
Where can we find process updates/reminders?
CS Team Update channel on Google Chats and the Meeting Slides tag in Front
Can Bees hear?
Bees do not have sensory organs that can pick up sounds that we can hear. They are very sensitive to vibrations.
SLA Warning/Breach, what do we do?
Work the email as soon as possible, see if it has breached SLA, if not, comment and tag Olga or Jenny to get tag removed if possible.