Dispositions
John’s son Al states “John is in Rehab and is being discharged in 10 days. Please call back then to schedule”. What should this call be marked as?
Member Requested Call back
- Leave a reminder for yourself to follow up 10 days from the call.
RI Provider
A Baldwin
Ashley
NR means that the member did not receive the letter.
False
It means the member was seen last year
You schedule the member and ask if they have a cell phone. The member gives you the number. What do you do?
-Add the cell phone number into five9
- Add the cell phone number into the EMR
For IHA, what should be the first thing you do when a new lead pops up?
Check the history
Which disposition would we use if a member wants a call back in 3 weeks.
Member Undecided
BF Provider
E Montanez
Edwin
The login information that you would use for the standard dialer is
first initial last name @pophealthcare.com
What steps do you take for a same day cancellation in EC?
- Cancel the appointment in the EMR Calendar
- Email Excellus Care Coordination
How many days is a Member Requested Call Back?
14 days
You are in an IHA campaign. You receive an inbound, and explain the program to the member. The member says that they have so many appointments coming up, so they don't want to schedule right now. What should the disposition be?
-Member Inquiry
- Extended Call back
BC Provider
C BenjaminIf you are locked out of your five9 account you email IT so they can fix your credentials.
False
Check with your team lead first
What is the name for a visit with an RN in EC?
Enrollment
You receive an inbound call from a member that wants to know why we keep calling them. You can't find them in five9, what do you do?
Check to see if they are in the EMR
Reach out to your team lead for further assistance
The member says, "Now isn't a good time." Call me tomorrow morning when I have more time to talk. What should the disposition be?
Member Unavailable
-Leave a note
- Leave a reminder to call them the next morning
EC Provider
J Ndongwa
Joseph
If you are searching a member in the EMR and their file comes up with the health plan name, that means that they are already enrolled in the program.
False
It means that they had some interaction with us so you need to open their file and see if they were scheduled or not.
what does emr stand for?
Electronic Medical Records
For caresight, what steps do you take when the appointment you scheduled in sharepoint is taken in the EMR?
Email your team lead and copy all other leads/supervisors
Nana sees her doctor frequently and does not feel she needs an IHA. If you are unable to turn her around into an Exam Scheduled, what should you disposition the call as?
Declined Seeing Dr.
MODA Provider
D ReynoldsDeborah
Ilya must be included on all spouse referral e-mails.
False
IHA Referrals includes JP, Matt, Monika, Allison, Alicia, Katie, Kendal
What should the exam type be for an NP in EC?
CS Initial H&P
A member calls in and asks when they will be receiving the report from their IHA visit. What do tell them?
We do not typically send the report out to the members. We send the report to your doctor to go over with you during your next visit