MEC Tool Guide
How many scripts is under the English Script tab in the MEC Tool Guide?
There are 4 scripts Inbound Talking Points, Outbound Talking Points, Reschedule, & Cancellation
If a member states they are not interested in you were able to rebuttal them, what will be the disposition?
Member Decline- Not Interested
What are the two types of escalation processes?
Member Grievance and Member Crisis's Escalation
What are the three communication barriers?
Hard of Hearing, Language, and Deaf
What button do we press to update appointment notes?
Update Appointment
True or False: We will fill out a slack workflow if a member hasn`t received their Signify Administrated gift card in 3 weeks?
False, If the member hasn`t received the gift card in 4-6 weeks
True or False: It is a call requirement to rebuttal the member at least one time when given an objection?
True we can only rebuttal up to 2 max
True or False: When a member is requesting to speak to a manager we should first fill out a request to manager workflow?
False, we will first attempt to deescalate the situation
True of False: We will use Akorbi for all languages including Spanish?
False, we will use Akorbi for all other languages but Spanish
True or False: To see the scheduling app, you will first need to select Yes to the question Did you confirm the address is correct on the member profile?
True, that is the only way you will be able to see scheduling options in the scheduling calendar
How do we get a Spanish speaker member over to the right department and what department will that be?
We will need to warm transfer to a Spanish MEC.
After only stating the introduction and disclosure to the member, the member tells you to not call them again and hangs up. How should we disposition the call?
Unscheduled Member Hung Up
What is the Suicide an Crisis Lifeline number?
988
What is Senture Akorbi ID and Authorization Code ?
Client ID: 10489
Auth Code: 05
You are calling Betty White to get her scheduled for her in home visit but you are speaking with Sam Smith. What are we required to ask before we proceed?
Ask Sam if they are authorized to schedule on the members behalf.
In Job Aids & FAQs, what notes do we need to put for a member completing an online video visit?
Determine if the member wants the Doximity link send through email or text. Make note of the request in the Provider Notes Section and the device the member will be using.
Are we allowed to schedule Hospice members and what kind of disposition will that be?
No, we must disposition the call as Unscheduled Member is on Hospice
How long should we wait for a manager to join the call?
2 minutes
Provide Akorbi Phone number, client ID, Auth Code, and needed language
What is the process for scheduling household members?
Possible Other Household Members section we will select the household member name after the member verifies and then select schedule household member
When a member states they need to change their address because they are moving to a different state, what is the procedure?
Verify DOB, update address, and schedule a callback for 24 hours.
We are in the middle of scheduling an appointment when we realize there is a message stating No Providers in the Area. How should we disposition the call?
Unscheduled- No providers in the area
What is all included in sending an email to member services regarding Member Crisis Escalation?
Reporter: [Agent’s Name]
Site:
Date of Incident:
Member Information: [Health Plan, Member’s First & Last Name, DOB, Address, HICN/MBI, Phone Numbers]
Description of the call:
Management Assistance (Yes or No):
Connected to Suicide and Crisis Lifeline (988) or Local 911 Authority (Yes or No):
911 or Crisis Worker’s Name:
What is the process for scheduling an ASL member?
Always ask, “Do you need a translator for this visit?”.
make an appointment at least 2 weeks out. Avoid scheduling ASL visits in the 8AM - 9AM time block.
MEC must be sure to select the "Member requests sign language interpreter" icon in the Special Needs section on the member's profile
Complete the Interpretation Request Google Form: Interpretation Request Google Form requesting ASL.
What do I need to do after cancelling a member appointment?
Always attempt to reschedule