Message Workflow
If MBR asks when they will be contacted for urgent clinical what timeframe do we provide?
The office will call ASAP
Daytime: within 4 hours
Afternoon/evening: by the end of the day
What does UBT mean?
What is Unit Based Team?
Travel inbound queue is available Monday-Friday 8am-4pm
False
Hours are 8:30am-3pm Monday-Friday
What is the name of your team?
What is Power of Change?
How many TSR senior managers do we have at the Vallejo Call Center
What is 3?
What information do you provide to 2PC when sending a message?
The department you're sending the message to.
MED/GYN/PED
Who is your teams UBT sponsor?
Who is Casey Evans?
What are the 4 qualifications for virtualist queue?
When prompted and no appts available, when the queue is 6 or less, or time is 30 minutes or under.
Who is the team safety pair?
Who is Melissa Thamy?
What is the first names of all the TSR senior managers?
Who is Jenalyn, Kim and Chryl?
True or False 1PC: You can provide the provider, facility and department and timeframe for message in the beginning or after composing message.
True
Where can you find your teams UBT project information?
Where is the tracker in HRconnect?
True or False: If MBR declines appts available or doesn't work for them, we can offer virtualist queue?
False:
We send a message if they decline appts.
What is the first name of your team Union Rep?
Who is Theresa?
What is the first name of the Ops Director at the Vallejo call center?
Who is Micah?
When composing a message for an outside pharmacy we need to ask "is it ok to leave information on vm or with the person answering the phone?
False: You can select without asking for pharmacy.
pg 287
For UBT what is done instead of voting?
What is come to consensus?
True or False: When calling an interpreter language line 1 you can wait up to 1-2 minutes for interpreter.
False:
You can allow 30 seconds for pick up, allow 2 minutes for interpreter to join your call (longer if the lanuage you requested is less common)
If the interpreter does not join your call within 2 minutes, go to interpreter number 2.
Who is your team Senior Manager?
Who is Jenalyn Tongson-Hernandez
Who is your union rep chair and chief steward?
Who is Garfield and Theresa
When sending a cancel appointment request for a 2PC or parent of minor for confidential appointment. Do we give a response time for call back?
No
Pg 287
Who are your UBT management co lead and labor co lead?
Who is Tamyra Heard and Theresa Scalley?
True or False: If MBR doesn't have MRN and give us phone number, dob, PCP and email they are fully verified.
False:
4 ID verification:
1. phone number 2. full address 3. DOB 4. Last 4 SS# OR name of clinician/Unassigned or email address
What is the first name of your teams feedback champion?
Who is Janea?
What is the first name of the Regional Director of all 3 call centers?
Who is Elizabeth?