Misc.
“This is only a quote of benefits based on information received from your insurance plan and is not a guarantee of payment. If for any reason your insurance company processes the claim with a different financial responsibility than what is quoted to you today, you will be responsible and billed for any remaining balance due. As with any other prescription, this would be a "non-returnable" product once shipped. Do you understand and agree? Do you have any additional questions?”
What is the Universal Disclaimer?
I am used for the required return of Specialty Medications from retail.
What is a SPAR return?
This is used when an agent needs to momentarily step away from their desk.
What is Personal status in Live Person?
What is "Away" in teams?
Using He, Him, Sir; She, Her, Ma’am; Mr., Mrs., etc.
What is Gender Compliance?
This is where to find information for a COE team.
What is the COE Lookup Tool in the Pharmacy Reference Page?
"I need to let you know that this call is being recorded or monitored for quality purposes”
What is the Outbound Call Disclaimer?
This is used when an order was delivered to an incorrect address and we are aware of the address the order was delivered to.
What is a Call Tag request?
Activity used in Verint when an Intradiem training pop-up is received and accepted.
What is SP_INTRA Training?
Reassigns chat to correct queue in the LivePerson platform for follow-up if needed.
What is Sends to the Appropriate Skill?
This is where to find DIRECT templates and processes.
What is the DIRECT OneNote?
This is used on phone calls when the patient speaks another language.
What is the Language Line?
This is used when a claim needs to be adjusted, reversed, reprocessed.
What is Claims Support?
This activity is selected when working FEP Secure Messages.
What is SP_FEP_PH_DIGITAL SECURE MESSAGING?
“I sincerely apologize for the inconvenience and can appreciate your frustration with this matter.”
What is (an example of) Empathy?
This is where to find the scoring guidelines for LP audits.
What is the LPRT YiCare?
This is used when one patient's information is provided to another patient.
What is a Radar form?
This is required when an order was shipped and the patient states they did not receive the quantity listed in the claim.
What is an Inventory Check ?
This is used when experiencing IT issues?
What is System Downtime?
Points are deducted from here if agent does not provide a positive, hassle-free customer service experience to the patient that promotes confidence and builds good will.
What is Patient Experience?
This is where to post a question after you have utilized your resources.
What is the DIRECT Teams chat?
This is to be done at the end of every shift.
What is shut down my computer?
The patient is demanding a supervisor call back, advises they are hiring an attorney, posting complaints online, contacting boards with complaints.
What is transfer to EPR?
This is the Verint status that you should be using right now.
What is SP_Meeting (Specialty)?
Agent uses standard vocabulary and avoids internal jargon without explaining what the term means.
What is Proper Dialogue?
This system is used to review your LP audits.
What is Mattersight?