Omni Screens
Work Flows
System
Intents
Miscellaneous
100
On this Screen you will add the caller details on behalf of the caller.
What is Select a Member Screen?
100
Any phone call that involves someone other than a member is what type of interaction?
What is Interaction Non-Member?
100
When the member does not pull up within OMNI you will go to this section to add the members information.
What is Other Actions drop down and select Member Not Found.
100
When a member requests to speak to their case manager you will use this intent.
What is an Care Management?
100
Under this drop down you will find the cancel work tab
What is Other Actions
200
On this screen at the top of OMNI's tool bar the drop down allows you to select your appropriate interaction.
What is + New Icon
200
On the dashboard screen a member call can be started by clicking on this tab, and this tab is used for all members.
What is the Interaction Member?
200
what are the 3 inquiry reason we will use under Log view status intent, and what are they for?
Envolve -admin calls . Nursewise-triage calls, and other for rollbacks.
200
What is the name of the intent that allows you to request changes to the member profile like the language and email address on file?
What is Update Member Preferences?
200
*************Daily Double**************** After all intents have been completed, or the interaction is complete, this is next function performed?
what is wrap up
300
**************DAILY DOUBLE**************** On this screen you will be able to view the Member Composite (member details) for the first time.
What is the Landing Screen and or the Add Task Screen?
300
If a member calls about their CentAccount Card what Task should be selected to fine the information and provide it to them.
What is The Benefits and Eligibility Intent?
300
Location where you will find the health plan website links.
What is under Home, general links?
300
What Intent and Inquiry reason I used for triage calls?
What is Intent log view status and inquiry reason Envolve ?
300
For Admissions calls what tab do you select under Other action drop down box after selecting intent.
What is Utilization management?
400
On this Omni screen you will select three (3) identifiers taken from the caller to verify HIPAA.
What is the Member Verification and or the (AKA HIPAA SCREEN)?
400
When a member is calling about to provide a complaint what intent is used and the steps to document.
What is Log view status , Envolve, CG&A category and subcategory Complaint, Tools to add Note template?
400
**************DAILY DOUBLE**************** List the four (4) main tabs on the Omni once you open member profile that you may need to look at?
Member, Plan, Contact and recent interactions?
400
**************DAILY DOUBLE*************** To update language what intent do you select?
What is Update member preference?
400
After you click on wrap up what how do you select the reason for interaction ?.
depending on the type of intent and what field it falls under.; General, updated, Benefits Auth Claims or Material request.
500
On this Screen you will type in the member ID and or the full name and DOB.
What is Find a Member Screen
500
When you need to verify authorized caller where can you find this inforation.
What is Under Plan and Special Handlin Notes ?
500
The Task Screen consists of five (5) groups of intents, list the group headings.
What is General, Updates, Benefits/Auth/Claims, Billing/Policy and Material Updates?
500
What is the intent used for CBH and Medical Admission?
What is Medical Authorization inquiry ?
500
This icon is used to attach a note as needed (like for complaints).
Tools wrench
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