TrackVia
True or False: The most recent interaction and Predator Ticket will be found at the top of the list at the bottom of the page
True: The most recent interaction or Predator Ticket will be found at the top of the list at the bottom of the page
True or False: WBC 1.0, WBC 2.0 AND Sharecare Digital Platform have Fitbit trackers.
True. WBC 1.0, WBC 2.0 and Sharecare Digital Platform have Fitbit trackers.
When do we contact ERT Help Desk?
Help Desk - When we have questions revolving around an issue the member is having.
True or False: All members in SHBP, STOH, COC, CF and Windstream are found in CCH.
False: All members in SHBP, STOH, COC, CF and Windtream are not found in CCH.
For issues with eligibility, what do we want to do before creating an escalation ticket?
Ask probing questions about when they were hired on, if they are with Cobra, when are they eligible to begin receiving insurance, etc.
True or False: We document every call in CCH and TrackVia.
False. ONLY tickets are documented in TrackVia and CCH.
Fitbits AND Withings devices can be synced with this member portal.
WBC
When logging into a member's account, do we need to open UMP in a NEW browser and go into Incognito/Private mode?
If so, what browers can we use?
Yes, we need to open UMP in a new browser go into incognito/private mode.
We will need to use either Google Chrome or Firefox.
For contracts that switched over from Anthem to Sharecare, will their Prime Fitness information change or remain the same?
The member's Prime Fitness information will remain the same.
True or False: WBA Exceptions only cover the WBA
False: WBA Exceptions cover both the WBA and RAT
When creating an escalation, what is the interaction status we want to place the ticket as?
Open
Website and App issues can be escalated using what type of ticket?
Predator Ticket - Portal (Technical Issues) Template
What can make a PSF an exception?
Missing signature, missing date, not filled in, missing biometric information, etc.
At the end of a deadline, should members mail or fax us back their PSFs?
Members should Fax us back their PSFs.
If a member calls in asking when they will receive their PSF in the mail, what table do we go to to find the date the PSF was mailed?
Physician Form Orders
What will the Interaction Result be set to when creating a ticket?
Escalation
This member portal was recently updated to allow Fitbit to be synced to a member account.
Sharecare Digital Platform
Do we enter in the Predator Ticket notes into CCH or just the MSR Note Template?
Just the MSR Note Template, under Critical Information put "Created Predator Ticket"
Which cards are able to be reordered for STOH?
PNC Visa Gift Cards
Who helps members with behaviors like appointment adherence or taking medication daily?
Clinician
Who will the Owner and Assigned To fields be set to?
Queue - Tempe CEC
True or False: Find a Doctor is available for all clients.
False: Some clients have disabled this feature for the 2019 program year.
What do we do and where do we check before we submit a Central Ops Ticket for coaching calls?
SCP - Notes. If we see the notes for coaching calls in SCP, then we will create a Central Ops Ticket IF it has been more than 30 days. If we have not, we will create a Predator Ticket.
Incentives Tool - Double check that the Coaching Call points were not awarded and it has been more than 30 days since the coaching call occurred.
Which TrackVia table allows us to view order information for PNC Visa Gift Cards?
PNC Visa and nSpire Portal Orders
True or False: When creating an interaction and a Predator ticket, we should open them up in a new tab.
True, we should always open up a new page in a new tab.