Authentication
The potential elements used to authenticate a Humana member.
What is Humana ID, Medicare ID, date of birth, zip code, group name, group number, product type, phone number?
The first process document used for every DEO call.
What is Initial Call Handling?
The system that houses the Food Insecurity screening questions and member responses
What is DUET?
This tool is used to provide information to Benelynk regarding Lynk360 system issues
What is the BeneLynk error report?
When a member is married and their spouse has a Lynk360 page, you must do this after completing an application.
What is complete an EI and advance to in progress?
This is required before completing an application, prior to discussing PHI, and prior to transferring a caller
When do we authenticate?
These 3 numbers should be offered at the end of every DEO call.
What are the SHIPS, Medicaid, and DEO?
This is the only system that reflects the member's Medicare Part A and B effective dates
What is CI?
This resource outlines which documents a member is required to return with their application
What is the DCL Cheatsheet?
This type of call is when a caller requests to give positive feedback to your leader
What is a KUDOS call?
The piece of PHI that a member can provide, but a DEO associate will not request.
What is the Social Security Number?
This status code is used when a member's income and/or resources exceed their state's established limits
What is the Not Qualified Status Code?
The system that houses the Core Services option
What is Lynk360?
This tool is used in the event Lynk360 is down and can help determine if a member potentially qualifies
What is the EI spreadsheet?
Associates should do this before addressing a caller by their first name
What is ask for permission?
A call from this number is never authenticated.
What is 978-921-2700?
This process should occur prior to providing Eligibility Interview results to the caller
What is to follow the Food Insecurity process?
DEO associates document in this system only when an application is completed
What is CRM?
This is shared among the DEO department and changes each time there is a department-wide lockout
What is the FL Password?
A question not in Lynk360 that associates should ask when a member provides their Social Security income amount
What is "Are there any other deductions?"
A VAT call is not authenticated until you do this.
What is verify the phone number in Genesys against the member's phone number in DUET or another Humana system?
In order to do this, you are required to ask for permission, give exact times, and thank the member
What is place a member on hold?
This system is used to send the member a blank PHI Consent form
What is EMME?
This section on SharePoint houses the current MSP and LIS limits
What is the Desk Reference?
Both spouses must be present during an LIS application, unless one of them is on-file as this.
What is a power of attorney?