Omni Screens
Work Flows
System
Intents
Miscellaneous
100
***********DAILY DOUBLE************ A service object, is also called an _______.
What is an Intent?
100
Any phone call that involves someone other than a member is what type of interaction?
What is Interaction Non-Member?
100
This button should be selected to choose or begin an intent.
What is Add Task?
100
****************Daily Double****************** When a provider requests to speak to someone who manages the members account this intent or task is selected.
What is an Care Management?
100
Text that appears as blue _______.
What is instruction text, (Do not read to member)?
200
On the dashboard screen at the top this drop down allows you to select your appropriate interaction.
What is the "New" Tab?
200
On the dashboard screen a member call can be started by clicking on this tab, and this tab is used for all member calls.
What is the Interaction Member?
200
*************** Daily Double ********************* This is the length of time the call has been active (open) and it is located at the top of each interaction.
What is the Duration: 00:00:09?
200
What is the name of the intent that allows you view pharmacy claims in OMNI?
What is the Pharmacy Claim Inquiry?
200
*************Daily Double**************** Text that should be read aloud to the caller.
What is education text (green) and disclaimer (red)?
300
From this screen you will search for a member to add to the providers call.
What is the Find a Member Screen
300
If a provider inquires about benefits what task should be selected.
What is Eligibility & Benefits? And All Benefit calls are deferred to member services.
300
This indicates the Service Level Agreement (SLA) placed on an item, and it continues to increase after it passes its SLA.
What is the Urgency Number?
300
********Daily Double******** This intent is used on every call when a member is associated to the call.
What is the Eligibility and Benefits Inquiry? You want to check eligibility for the dates in question prior to assisting on the member's account.
300
When documenting the provider's call you need to check the providers network status under this tab within the provider composite or each call.
What is the Credential tab; and product status section?
400
*********DAILY DOUBLE************ On this Omni screen you will select three (3) identifiers taken from the member to verifying HIPAA.
What is the Member Verification screen?
400
********Daily Double******** If a provider calls about Co-insurance, Deductibles, or any out-of-pocket expense this flow is used___________ ________ ________.
What is defer to member services; and transfer flow for Allwell/Medicare? For Marketplace the "Accumulator Intent" is used.
400
List the three (4) main tabs on the Omni dashboard to see the My Work section.
What is Work List, Routed Work, Team and General Link?
400
**************DAILY DOUBLE*************** After all intents have been completed, or the interaction is complete, this is next function performed?
What is Wrap up?
400
On the Omni dashboard this tab displays a view of all the open service objects that were created by the attending CSR.
What is Routed Work?
500
When the provider search does not pull up the provider's information you will use this work flow from the Other Actions drop down.
What is Provider Not Found flow from the "Other Actions" drop down.
500
What Intent is used to update a Provider File.
What is Update Provider Demographics?
500
The Task Screen consists of three (3) columns of intents, list the group headings.
What is General, Updates, Benefits/Auth/Claims?
500
You will select YES or NO at this screen to let OMNI know this is not related to a previous Inquiry/call.
What is Wrap Up screen?
500
Within this screen you can view the most recent claims, authorizations, and telephone calls associated to the provider.
What is the Provider Composite?
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