Slow your roll. Is this a ticket?
Scenario: The case/ contact requests a callback time.
No. We are no longer scheduling call backs
I know I'm hilarious and I laugh at my own jokes. Yes, I'm awesome
Lisa
123-456-7890buddy
CT - Survey Access Number
Case Investigator spoke to a minor's parent and did not add their name to the notes section of the survey
Ticket should be submitted to ADHS with the Parent's first and last name as a 'retake link'. If ADHS is able to update this on the their end, no further action is needed
When challenged to write a book using no more than 50 words, Dr. Seuss created which children’s classic?
A. One Fish, Two Fish, Red Fish, Blue Fish
B. Green Eggs and Ham
C. The Cat in the Hat
D. Hop on Pop
B. Green Eggs and Ham
The case notified us that his/her DOB is incorrect.
Yes
- Obtain their proper DOB. Ensure you were able to verify their identity with full name and address. Submit ticket to update DOB
I'm a little flower pot mom put out.
If you take care of me, I will sprout.
When you water me, I will grow.
Into a pretty flower, don't you know!
Jessica
18-9876543
CI - MEDSIS ID
* Case requested for a Health Absence Letter to be mailed through their PO Box
- What information do we need to submit this ticket?
Reason for request:
Full mailing address confirmed:
Was the Spelling of Case’s name verified:
If minor, include parent/guardian name:
Did you request the mailed health absence letter in Qualtrics at Q337:
Did you appropriately inquire why a mailed version was needed:
Did you document the reason in notes for the necessary mailed HAL:
* If request is for an electronic HAL (email or text). Please have the CN submit the request through the appropriate link. No ticket would be needed.
What is the one letter in the English alphabet that is not included in the names of any of the 50 states in the U.S?
The letter Q
Case was called and the individual notifies you that you have the wrong number.
No action is needed. Disposition as "Incorrect phone number."
Baby Yoda, 1st time grandmother, hates bacon
Tiffany
"Again, the reason why I am calling is because you were identified as someone who was exposed to COVID-19. This means that someone you had close contact with has tested positive for COVID-19."
CT
Case resides out-of-state. Lives in San Diego County, San Diego, California. They are here at an AirBNB and refused to provide any other information since they are here on vacation
Submit a Data missing/Incorrect data ticket to notify ADHS they live out of state. Include any and all information the case provided about their home address
These creatures belong to one of the oldest reptile groups in the world – beating snakes, crocodiles and alligators!
Turtles
The case remembered a HH contact at the end of the interview.
- What information is needed of the contact
Name of contact:
DOB of contact:
Was this person symptomatic:
Tested in the last 30 days:
Test results:
Is the case signed up for symptom monitoring?
If eligible, would they like an at home test kit:
Hair is yellow, slightly mellow, and quite intelligent. Sometimes quiet but speaks up when unsure of something. She loves to cook and has a bun in the oven herself
Brittanie
Tone of voice, volume, and pace play an important role in phone based customer service.
Communicating with a smile can improve your tone of voice - be friendly, sincere, and professional.
Lower volume tones can make a customer feel more comfortable and that their problem is being taken seriously.
Slow down for very important information
* Which survey can this best be practiced at?
Both. CI & CT
These are soft skills that should be practiced every call, every time
Case's son stated her Father is deceased and does not want to continue with the survey
Yes. Submit the ticket with all the information we have as a 'Something Else' ticket to ADHS. Please provide the MEDSIS, Name, DOB, Phone number, and identifying information we may have
If you work 40 hours per week from age 20-65, you will work about how many hours in total?
A. 50,000
B. 75,000
C. 90,000
D. 120,000
C. 90,000 (90,360)
90,000x10/hr = 900k
90,000x20/hr = 1.8kk
90,000x30/hr = 2.7kk
90,000x50/hr = 4.5kk
The case remembered a gathering at the end of the interview.
- What information is needed of the gathering?
Location Name:
Address:
Indoor/outdoor:
How many people at the location:
How many times the case was there:
Last date the case was there:
Some call me doctor and some the best horse trainer in town. I'm a lover of popcorn and my kittens usually make an appearance on camera
Melissa
What is the baseline isolation guidance for general cases?
Can they remove their mask early?
Asymptomatic: end isolation after day 5
Symptomatic: end isolation after day 5 if symptoms improving and fever free 24 hours (without use of fever reducing meds)
→ After ending isolation - wear a mask through day 10
*Case may remove mask sooner than day 10 if they have two subsequent negative antigen tests 48 hours apart.
Conflicting Specimen Collection Date or Lab Results
- What do we need before we send a ticket to ADHS?
Is this a Case or a Contact:
Testing site:
Testing date:
Lab name:
Brief explanation:
* Include all identifying information
____ was originally going to be a bunny, then a cat, but they changed it because there was already a Nickelodeon show starring a cat. It was also going to be orange. If I gave you a Clue, you'd figure it out of the Blue
Blue's Clues