Authentication
Pieces of information that can be used to authenticate.
What is Humana ID, Medicare ID, date of birth, zip code, group name, group number, product type, phone number?
Initial Call Handling.
What is the first process document referred to on each call?
The place where the Food Insecurity questions and responses are stored.
What is DUET?
Used to provide information to Benelynk about issues with their system.
What is the Lynk360 error report?
DCF Provider View.
What is the place to find a member's existing FL benefits when the SSN is known.
Before completing an application, prior to discussing PHI, and prior to transferring.
When do we authenticate?
Voice of Consumer questions can be found here.
What is DEO Closing Call Steps?
The only place Medicare parts A and B start dates are located.
What is CI?
It tells you which documents every member will be required to return for an application.
What is the DCL Cheatsheet?
A person request to give a good report to your leader.
What is a KUDOS call?
You can never request this prior to authentication.
What is the Social Security Number?
What is the Not Qualified Status Code?
Core services live here.
What is Lynk360?
Use this if Lynk360 is unavailable to determine if a member potentially qualifies.
What is the EI spreadsheet?
What is permission?
A call from this number is never authenticated.
What is 978-921-2700?
Remember to do this before giving the Eligibility Interview determination.
What is to follow the Food Insecurity process?
You only document here when an application has been completed.
What is CRM?
This changes each time there is a lockout.
What is the FL Password?
Always ask this when the member provides their social security income amount.
What is "Is there any other deductions?"
What is verify the phone number against the member's account who pulls up with the phone number?
You must ask for permission, give exact times, and thank the member in order to do this.
What is place a member on hold?
Used to request a PHI Consent form to be sent on a member's behalf.
What is EMME?
This section is where you find the current MSP and LIS limits.
What is the Desk Reference?