Customer Service 101
West Region
What calls do we answer
I can't find an account in RWS. What is the quick way to find if a patient was seen
What is Chartmaxx?
I need to update my address. Which RWS screen should I go to?
CPIU
Where do I send an account that is being disputed
Patient Concerns
This leader works to ensure quality and equality across all teams.
Who is Joanne
Where do we take Hospital payments
A patient called in and added a secondary insurance. What rebill code do I use?
I BS rebilled an account yesterday but a claim didn't drop today. What is my next step
What is CA reprint?
I need to send a patient an Itemized Bill. Where can I print that?
Business Objects/InfoView
This leader is new to Trinity Health
Who is Chante?
Supervisor
I request help from this person when a call is difficult.
This system contains medical records.
What is PowerChart
I answer the phone and obtained an account number. What is my next step
What is Verify HIPAA?
Every day I have to go into this system and record my time. What system am I
This leader believes Education equals knowledge. Therefore, this leader likes to teach new concepts. Who am I?
Who is Shasta
35 calls per day
What is our productivity goal for the phone team
What system is the backdoor for RWS?
What is HQ.
When an account hits a zero balance, it archives. When does it archive
What is after 6 months
I need to get information about a process I am unfamiliar with. Where do I go to get a job aid?
Cristi Conway
I help my colleagues with difficult questions and concepts. Who am I
What is Team Lead
I freeze randomly and people grumble about me on a daily basis. Who am I
Cisco Finesse
I need to look at the account notes. What screen do I go to?
APAU
I need to review an EOB for a patient account. Where can I go to find the information? (Two acceptable answers)
What is Trubridge or Chartmaxx?
This leader doesn't take PTO unless forced to. Who am I.
Who is Shasta.