Do it with HEART!
At the Start of the call you should express what Heart at work behavior?
What is Friendly Greeting and offer help?
This is an annual timeframe that allows members to change their insurance plans or enroll into a new plan.
What is AEP (annual enrollment period)?
Date of Birth, Email address and medical records are all examples of this.
What is Personal Health Information (PHI)?
Member states they are on dialysis and are medicare eligible because of this medical condition.
What is ESRD?
The act of giving people correct and timely information builds this
What is Trust?
When someone first becomes eligible for Medicare.
What is IEP (Initial Enrollment Period)?
This form officially allows a specific caller that is not the member to discuss appeal information with Aetna.
What is an AOR (appointment of representation) form?
A handbook that all medicare eligible members receive.
When you break down the complexity of a task to ensure that members are getting the best care
What is i ensure the safety and well-being of others?
The enrollment period where you can make changes if there are qualifying life events outside of open enrollment.
What is Special Election Period (SEP)?
This is a legal document that allows another person to discuss and make decisions on behalf of the member.
What is POA (power of attorney)?
Eligible members will have a Medicare card described as this.
What is red, white and blue?
This is where all Aetna policy can be found.
What is E.policies?
When you listen and paraphrase before trying to help the member.
What is i listen and make sure i understand before i act?
Part A and part B medicare coverage begins the first day of the month the member turns this.
This is the acronym for HIPAA.
What is the Health Insurance Portability and Accountability Act?
This part of Medicare covers prescription medications.
What is Medicare part D?
This action is the heart of every thing we do! It brings everyone together instead of driving them away!
What is Empathy?
The tool we use during Annual Enrollment that help us with up to date information about enrollment.
What is the AEP Tool from Wiki page?
The system we use that houses HIPAA information.
What is GPS?
Going without credible health coverage could result in this.
What is a Late Enrollment Penalty?
What is MarketProminence (MP.aetna.com)?