NBA general
What do we use to make the member's experience easier?
NBA Alerts
What is the Cross Sell NBA Alert for?
For members who have a MA plan that can possibly qualify for a DSNP plan.
What does the acronym HHV stand for?
Healthy
Home
Visit
What does the acronym HFC stand for?
High Frequency Caller
What happens when there is more than one campaign present in GPS when the next best action button is selected?
It will send you to the highest priority campaign
What does NBA stand for?
Next
Best
Action
Which plan will we not offer the Cross Sell NBA Alert to? (what plan type)
Dual Special Needs Plans (DSNP)
What is a HHV?
The opportunity to have a clinician visit with them one on one in the comfort of there home
When does the high frequency caller alert not apply?
When members contact us via web chat.
How many NBA alerts we currently have active?
5
When do the NBA alerts appear?
On the member's account when they've been identified as someone that could benefit from knowing about alternative options for care or are due for preventative screenings.
If the member is a DSNP member what should the disposition be?
Not offered/not appropriate
What Vendor do we use for HHV?
Signify
What is the purpose for the NBA alert for High frequency caller?
To make members aware and to get information using the Aetna member portal about: Dental, Vision, Hearing and OTC benefits or get get real time updates on PA.
When is it okay to hold off on offering a NBA alert?
When the member is irate or called in to file a complaint.
Who can we provide NBA alerts to?
The member
or
The member's authorized representative
Which department would we need to transfer the member to talk more about the Cross Sell NBA option?
What phone # would you transfer them to?
To a licensed agent, so that they can discuss plans that are available in their area.
844-691-6090
IF a member feels uncomfortable with having someone in their home, would they still be able to do a healthy home visit?
Yes
When should be we offer high frequency caller NBA alert
When the call is about
Dental
Vision
Hearing
OTC
PA
What is the first thing you should do before acknowledging an NBA alert?
Manage the member's inquiry
take care of the mm
True or False
When there is a NBA alert on the mm account and notifications we should only go over one NBA alert and one notification?
False
What are some reasons not to offer Cross Sell to the member
When the member's original issue is not resolved.
When the member is upset at the end of the call.
When you need to transfer the call for further help
When a grievance is file.
How do we set up a health home visit?
CSR can schedule healthy home visit by going to the link inside KA 3689
If member would like to schedule further out CSR would warm transfer to signify
If the member call in about changing their plan for 2026 would be offer the high frequency caller NBA alert?
No
Should the conversation we have with the member about NBA alerts be conversational or transactional?
Conversational