Guidelines
What is the greeting for this account?
“Thank you for calling Mercy Care Member Services this is_____________how may I help you?”
Which form will you use the most?
Manual Transportation form
Should you brand Veyo anytime throughout the call?
NO!
What does the football coach tell the banker?
Give me my quarter-back!
Who are complaints handled by ?
The Grievance and Appeals Department
Mercy Care Member Services
How many type of forms can be filled out when requesting transportation or special requests?
3
Manual Transportation
Interpreter request
MC transportation blanket request
Can you cancel, modify and provide ETA's for members?
For Veyo, yes.
For any other vendor follow the process:
1)Ask in the WebEX chat (locate the trip)
2) tranfer member to vendor
What typeof bug has good etiquette?
A lady bug!
How many ambulatory without fleet limited fleet do we contract with?
3
Comtrans
MTBA
Veyo
What is the Interpreter Form request for? What is the submission process?
To request interpreter for appointment. Email form to MCPTransport@MercyCareAZ.org once completed.
What chat can we use to communicate with Mercy Care representatives?
WebEX
What do we use #mercycare-qryde SLACK channel for?
For general questions and announcements. It is an internal form of communication with other agents and leads who are skilled in the account.
Who/where must we e-mail if a Member needs to schedule blanket/repeating/recurring transportation?
MCPTransport@MercyCareAZ.org
When do we send out a recurring trip form?
When a member needs to schedule on going trips and the request requires a higher mode of transportation or the member has a preferred provider other than Veyo.
Who do we transfer the member to if they have any other questions having nothng to do with transportation services ?
Member services = "team speacialist"
Can you name the whole AZ Training department?? (first names only)
2) Marisela
3) Tony
4) Krystin
5) Iris
6) Evelyn
7) Maria
What can be done if the member can not be located in our system ?
WebEx Chat
In what scenarios do we fill out a manual transporatation form?
New Trip with Preferred provider
Higher mode of transportation
Trip outside Maricopa County
Can you schedule if a member shows that their primary coverage is Mercy Care Advantage on AHCCCS Online and is requesting to be taken to a podiatry specalist? Please explain if yes or no.
No, because of the service the member is requesting they must be transfered to Mercy Care Advantage team.
Who is Josh Komenda?
President of Veyo