INSURANCE
When a patient shares, they have Medicaid as a Secondary Insurance, which insurance do we verify first in ABIE?
Medicaid
When a patient's referral is not uploaded into the patient's chart, and you obtain the referral through Teams chat, what do you need to do with the referral that is shared with you?
Download the referral to your desktop, "Import" the referral to the Chart Files in AMD.
Who can we offer the Customer Service Survey to when they call in? How do you send the patient to the survey?
New patients calling in, NOT transfers. You need to "launch" the survey, not end the call.
If we receive a referral from VA / TriWest, for a specific service, can we schedule additional services with one referral?
No, we can ONLY schedule for the services listed on the actual referral.
If a patient gives the name of an insurance that you do not recognize, where do you look to see if we are in network? Give exact location
Cred Dashboard / AMD Carrier Plans / Carrier Plan Name
How do you look and see if a responsible party or insurance subscriber is already in AMD when the caller shares that they have other family members seen with LifeStance?
Use the 3 dots next to the name to search for duplicate family members.
How do you qualify for the quarterly Incentive Bonus plan and what months make up the current quarter?
You must obtain a 60% or higher conversion rate & an 80% or higher manual QA score all three months of the quarter. Current quarter is July - September.
If a patient is being seen by a LS provider and has Tricare or TriWest for insurance, can the LS provider submit an IOR for services and can we schedule?
No, we must receive a new referral from Tricare (for the service member) or a new referral from TriWest for the additional services.
If a patient shares that they have Tricare insurance, what two steps do we need to take to ensure that we can schedule them with a provider?
Check for a referral / Check the Cred Dashboard to see if they are INN.
What tabs in AMD should always be filled out?
Patient tab, Responsible Party (if minor), Insurance Tab, Marketing Tab, Appointments Tab, Tasks Tab
When scheduling a patient for an Intake appointment, should we ask the patient if they want to schedule a follow up appointment?
No, we should let the patient know part of our process is to schedule their first follow up to allow for continuity of care and ensure they are getting the appointment schedule they need.
When a patient requests that we cancel services with their current provider (or their provider left LS), what tab do we update to remove the provider from the patient's history?
Care Team Tab
What do we use for the Subscriber ID when scheduling with a VA / TriWest referral?
VA Referral number from the Referral
What tabs in AMD can we review to ensure a patient's chart is fully updated when updating or modifying appointments?
Care Team tab, Transactions tab, Custom Tabs, Chart Files tab.
Where can we find the most current version of the PNT Matching Tool and what do we do if we cannot find the providers we are looking for?
The PNT Matching Tool is now found in the Credentialing Dashboard and may need to be reset by the green arrow in the circle at times to update and refresh the system.
If you do not recognize the name of the insurance company the patient shares with you, but you have confirmed we are INN, how do you enter the insurance into AMD?
Find the Carrier option in AMD Insurance Tab, select the 3 dots, and select the Carrier Code radial button to enter the Carrier Code from the cred dashboard.
What do we use for the Subscriber ID when scheduling a patient that has Tricare insurance? Is this needed for all Tricare patients?
If you need to cancel an appointment and you are not able to select the cancel appointment option when in AMD, is there another way to cancel the appointment in the scheduler?
In the Scheduler, use the half-colored circle at the top of the scheduler, select the date and provider and cancel the appointment in that view.
How many scenarios were provided for sharing multiple service offerings last week, what are the 3 scenarios for?
There are 3 different scenarios, New Patient, Existing Patient and Patients that have received all our services.
If you see that we are INN with a specific insurance in the cred dashboard but cannot find it by selecting the carrier code in AMD, does that mean we are not INN?
No, there are newer insurances added to AMD all the time. It is possible that the benefits team has not added them to AMD. Leave notes in the Insurance tab stating what you found for Commercial Name, Subplan Name, and Carrier Code for the benefits team to udpate.