Every Call
What is the member's stated question?
This should be resolved on every call before moving on to additional needs.
What is "Listen hard & care fiercely"?
Being fast while still being present, asking probing questions, and meeting members where they are demonstrates this principle.
What is careondemand?
this Telehealth service provides a no-cost visit with an on call provider?
What is a Devoted to Me (D2Me) Visit?
This is a friendly, no-cost video check-in with a Devoted Medical provider.
What is a no-call/no-show?
Being absent for any part of your shift without notifying the company within 15 minutes of your start time is considered this.
What are underlying needs?
After resolving the member's stated question, we should look for these.
What is 3 times?
Using a member's preferred name this many times is encouraged to help build relationships.
What is any day, and time?
CareOnDemand is available during these hours.
What are health goals?
D2Me visits help providers better understand members' needs and support these.
What is Workday?
This system is used to track your work time.
What are care and benefits?
Connecting members to the appropriate support can help improve access to these two things.
What is “Earn trust as problem solvers”?
Holding the ball, leaving receipts, owning mistakes, and minimizing the need for 1-800-MEDICARE demonstrate this principle.
what is 1-888-80-CARE-8 (888-802-2738)?
Devoted Medical patients can call this number to access Care OnDemand
What is a healthcare home?
Devoted Medical Primary Care serves as this for members, providing a healthcare home by phone and video.
What is notifying leadership?
If something unforeseen will cause you to miss training, you should do this as soon as possible.
What are clear next steps?
A successful call should leave the member with clarity and these confirmed.
What is “Celebrate member wins”?
Sharing member success stories and celebrating birthdays are examples of this principle.
What is Triage service?
Through the automated system, Care OnDemand connects members directly to this service.
What is a dedicated provider?
The dedicated DM PCP provider acts as the member's “quarterback” by coordinating their overall care.
What is a written make-up plan?
When training time is missed, the trainer will provide this to help the trainee make up the missed time.
What are repeat calls?
Resolving needs during the current interaction can help reduce these.
What is “Hyper-compliant”?
Using Orinoco correctly and keeping information accurate and audit-ready demonstrates this principle.
What is Care OnDemand?
A member needs care but doesn't want to travel or wait in an office. Which no-cost service could be an option for an on-call provider visit?
What is referring the member to specialists?
A DM PCP can coordinate care by ordering labs, writing prescriptions, and doing this when specialized care is needed.
What are timecards?
At the end of the week, employees must review and submit these.