Acronyms
SDRP
Service Delivery Resource Planning
When should you be logged into RMS?
Before 9am, after 5pm, and on weekends
When should you check the service hub, nuances, and BC tab?
ALWAYS!
Can we assist with tax prep? What team/benefit handles that?
Yes, through a DL search. We can locate tax preparers but it is not covered through the financial benefit.
Joe calls in for someone else. Their coworker, Paul, needs housing and they are not on the line currently. Whose name does the case go under?
Joe
RMS
How long do we keep participants on hold at a time?
Two minutes
Ringo calls for legal advice. He tells you he's a first-time caller, but when you save his new profile an alert pops up telling you there is a potential match. How can we confirm this is the same person?
Make sure all demographics match. Things like addresses or phone numbers can change over time, but the name, DOB, and company should be the same.
EAP rep Rhonda calls for an update on an existing case, but the participant is not on the line. Can we give an update to the rep?
Yes!
OTCA
One Time Case Agreement
(will also accept One Time Contract Agreement)
Lebron calls in for clinical services. He said he's called before but has a new job now. You find his profile in UCMS under the old company. Can you update the existing profile with his new company?
Nope! Even if there is an existing profile for Lebron, we cannot change the company and need to make a new profile (for billing purposes).