Tasks
SOPs/Documentation
Connections w/ Member
Miscellaneous/Role-Specific
100

What do you do with a duplicate 100% follow up task for the same case?

Cancel it

100

Where should we be documenting Disney HMO members?  

CAMS - Integrated Registration

100

When should Careforth be offered? 

If the customer accepts additional follow up 

100

What email bin do we use for Orange County Sherriff's office and Progressive?

confidenavigator@cigna.com

200

What do you do with the 100% follow up task if there is no customer contact information?  

Update the task description: CC unable to follow up due to no contact information available, and then cancel.  

200

In TruCare, what is the name of the assessment CCs use to document?  

BH Navigation Care Coordinator Assessment  

200

How many outbound call attempts do you make for WPO members?

Two

200

At what point do you send the customer a survey?

After a connection and when no additional follow ups are scheduled.

300

In a scenario where you need to Cancel a task due to no follow up, what should you never do before Cancelling?

Never add a task attempt before Cancelling a task

300

In TruCare, what is the Case Type & Case Name CCs should be using?  

Case Type: Behavioral/EAP/Navigation 

Case Name: BH EAP Nav  

300

What four places can you check to gather customer contact information?

  • CAMS: Same-year case demographics screen
  • TruCare: Assessment notes or Member Dashboard
  • OneView (check Preference tab or Demographic Information section)
  • CCV
300

What to do if a Disney Advocate is supporting a Claims Research Request and has additional follow up scheduled?

Pend your task every 3-5 business days to check if claims research support is complete. Once their support is complete, you will follow up within 3-5 business days

400

After scheduling an LTC callback request, what task do you create and what queue do you assign it to?  

LTC Telephonic Consultation Task & BH EAP Case Coordinators Queue

400

What action/result codes are needed when documenting Disney HMO members in CAMS?  

ROC 1

Action Code: 

Confide/Nav Intake  or Confide/Nav Non-Intake 

ROC 2

Action Code: Confide/Nav Follow Up 

Result Code: Choose appropriate option 

400

How many days is verbal permission good for?

7

400

What form is needed if an adult wishes to generate an authorization for another adult?  

Personal Representative form  

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