Omni Screens
Work Flows
System
Intents
Miscellaneous
100
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)?
100
what is the process to update phone #?
search and select member, Log view status, Update phone number, click Update phone number, hit + sign, add new number, Submit.
100
what is the inquiry reason for Triage calls?
Nursewise
100
When a member requests to speak to their case manager you will use this intent.
What is an Care Management?
100
Do we use Interaction Non Member
no
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 ?
200
On the dashboard screen a member call can be started by clicking on this tab after + NEW, and this tab is used for all members.
What is the Interaction Member?
200
To finish complete documentation in the profile, you have to do what ?
hit wrap up and select reason
200
What is the name of the intent that allows you to request changes to the member profile like the language ?
What is Update Member Preferences?
200
*************Daily Double**************** If you are ONLY doing search in a member profile where do you do that ?
Research-MEMBER
300
**************DAILY DOUBLE**************** On this screen you will be able to view the Member Composite (all member details) for the first time.
What is the Landing Screen and or the Add Task Screen?
300
How do you document rollback calls?
search, select member, Log view status , OTHE, add rollback documentation.
300
What 2 things do you select under Wrap up for Rollback
General reason and Related to Prior inquiry: YES
300
What intent is used for Medical and CBH Admissions?
Medical Authorization inquiry
300
What is the specialty company selected for ADMIN calls
NAL
400
On this Screen you will add the caller details on behalf of the caller.
What is Select a Member Screen?
400
How do you document a complaint call?
Search, pull up member Log view status CG&A add Note by using template that is found in email that you will also need to send.
400
**************DAILY DOUBLE**************** How do you all notes for ALL admin calls?
click on tools wrench and add note.
400
**************DAILY DOUBLE*************** For Admissions calls what do you select under is this related to behavioral ?
NO
400
Where can you click on to see the related website links for that health plan
General Links on the home screen.
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 a member is not in Omni how will they be documented ?
in Member Not found under Other actions tab, add caller and name details. DOB is not required. And Log view status.
500
The Task Screen consists of five (5) groups of intents, name all the one we will use?
What is General, Updates, Benefits/Auth/Claims,
500
Where do you see authorized caller?
Special handling under Member tab once member is pulled up.
500
If you need to exit, go back, search again, or properly close out a page, Where do you find those options ?
Other Actions tab
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