Phones 1
The main process document for Intake Specialists taking inbound phone calls.
What is Inbound Phone Process?
MDs, Nurse Practitioners and Physicians Assistants
What is with whom the P2P can be scheduled?
The work instruction designed to be a resource for understanding portal adoption and navigating the resources available to our providers.
What is Portal Adoption and Provider Resources?
The amount hold times should not exceed?
What is 2 minutes?
This work instruction includes tools and resources for issues you may experience with your equipment as well as the steps to take if you are not able to resolve the issue yourself.
What is Submitting an IT Support Issue?
The branding statement required to be said first in the call opening.
What is It's a great day at Cohere?
The tool to use to determine if a P2P can be scheduled or not?
What is the P2P Scheduling Assistant section on the SR in Salesforce?
This is designed to provide end-users with a complete self-service support option.
What is the Learning Center?
The amount silent holds should not exceed.
What is 30 seconds?
The number of digits the Portal accepts for the Member's ID for Humana.
What is 9? (For Medicare, it will typically start with an "H" followed by 8 numbers and for Commercial, it's typically 9 numbers).
Pended Review By Humana Requests
What is the work instruction to use to determine next steps for a call for on an existing request with a status of Pending review by Humana?
15 minutes or blocks of time like 8-12
What is the amount of time P2P are scheduled for?
The Support dropdown in the upper right corner of the Portal
What is how Portal users can access the Learning Center?
The Chrome extension you should install right now if you have not done so already to make sure your hold times stay under the limit.
What is the Hold Timer available in the Tools for Productivity section in Confluence or also linked in the Phone Etiquette work instruction?
This work instruction should be used to troubleshoot product issues and addresses what to do if the troubleshooting steps don't resolve the issue.
What is Product Support Issues - Troubleshooting and submitting a ticket?
The work instruction to use on every call regarding an existing request to validate the caller is authorized to access Patient Health Information.
What is the HIPAA Authentication Grid? (Also acceptable is the Existing Requests - Inbound Phone work instruction).
p2p.confirmations@coherehealth.com
What is the email used at the bottom of the booking form in OnceHub.
The color of the Payer specific section of the Learning Center?
What is blue?
What to do if a provider asks about the details of a denial?
What is refer the provider to the Portal and the denial letter. If they would like to discuss further, follow the FCR process to connect them with a nurse.
The tool that allows us to see backend information from the Portal to identify Portal account users and manage password resets/account lockouts.
What is Okta?
The log a call button on the left side in Salesforce.
What is how calls should be logged in Salesforce?
"We can't schedule the P2P because there are no available slots"
What is something we should never say to the caller if there are no available slots. We should instead follow the steps in the Scheduling a P2P work instruction.
Why clinical assessment questions should be answered when submitting authorizations in the Portal.
What is something to the effect of: Clinical assessment questions are designed to capture key information about the patient's specific clinical situation based on the diagnosis and services requested for approval. Answering these clinical assessment questions increase Cohere's ability to issue auto-approvals.
What to do if you are placed on hold by a provider's office?
What is stay on hold for 5 mins and if the provider does not return you may disconnect the call (notate their contact or SR based on the reason for disconnecting the call in Salesforce)?
This work instruction provides steps for what to do when the Portal is down and we need to gather information to submit new requests once the Portal is up and running again.
What is Cohere Portal Downtime Procedures?