Five9
We use this call members
Five9
What only gets escalated in CalOptima for Orange County members?
Cancellations, Holds, Delivery Trouble
What is the shipment ID Code for a regular scheduled box?
CS
What Counties Are For Healthnet?
Imperial, LA, Fresno, Madera, Kings, Riverside, San Bernadino,
Where would you change members address, number, add delivery notes etc.?
Overview
What is the correct Dispo....The Enrollment was successful, but additional follow-up or action is needed to fully address the contact's needs or inquiries.
Qualified - Requires Follow-up
When escalating a task in CalOptima, what must be provided before completing the task?
Your Initials or Name
Member needs to update address for upcoming delivery: What must you check for, for the member to be eligible to update that scheduled delivery?
The Edit Button and then escalate to TL.
How do you determine if a member is eligible?
The Green Thumbs Dumb
When reassessment intake form is complete what do you change the status to?
Ready for Review
What is correct Dispo? Member wants to cancel due to box being too much food?
fbx-Cancel-Box too Large
What all can you use to search members in CalOptima?
CIN, SSN, DOB, & FISRT AND LAST NAME
How to determine is a box is a regular scheduled, make up or Saturday Redelivery?
Shipment ID Code
If a member is unsure of their Healthplan where in Healthnet can you find this information?
Product
If you do make mistakes on intake form, what can you do to notify dietician of mistake?
Write a note
What to do if you or the member is having difficulty hearing you?
Echo Call
When enrolling a new member in CalOptima what is the next step after you have pulled the member up as eligible?
Click all services
If a member calls in and states they haven't received their food box, where would you go in PP to determine delivery?
Click Tracking Link
Where would you go to see if a member has an authorization on file?
Authorizations
Where do you click to add authorization for Orange County members in STC site?
RD Assessment: Edit
What is the proper way to log out of Five9 when ending shift?
Click Logging off in dropdown => Right hand corner click PFB and log out.
If a member is enrolled with another provider, can the member be enrolled with us?
No, they need to cancel with previous provider.
What are the 5 Shipment ID Codes?
CS, II, LA, MA/MU, R - Saturday Redelivery
What is the processing time for these counties?
6-8 weeks
If you need more information from member that they cannot provide at the time of the call (height, weight) what status do you leave the intake form in?
Draft/Needs More Information