ITP
If an ITP driver calls in requesting advanced funds or gas reimbursement, what ITP documentation is required to be on file in order to assist?
Does an Appointment Details Form need to be created for discharge or inpatient clients?
YES!!!
What is dispatch's new email?
dispatch@projectamistad.org
What is to be included on the subject line when submitting finance requests?
Finance inquiry: Lucia Rahmah (1234567)
An employee is to be at their respective workstation and logged in to the appropriate system(s) no earlier than ___?
5 minutes
What are the ITP associated services?
ITP- Other
ITP- Self
AF- ITP Other
AF- ITP Self
When is an Appointment Details Form created?
An Appointment Details Form is created when the client is requesting commercial services. (ex. advanced funds/gas reimbursement, meals and lodging)
What are qualifications for a client to be eligible for Sun Metro?
.2
2 transfers
.2
How many business days does finance have to process a claim form?
10 business days
True or False
Any employee who is absent for three (3) consecutive days or more for medical reasons, and is not on an approved leave of absence, will be required to provide medical documentation?
True
When is “Shared ITP” selected as an associated service?
Shared ITP will be selected when the clients are sharing the same Attendant. For example, when scheduling siblings for a same day appointment and the Attendant is the same for both.
A client calls in requesting assistance with gas reimbursement, meals and lodging for an upcoming appointment. What information do you need as an agent to determine if we will be able to assist the client?
If the client is at home at the time of delivery what happens to the clients tickets?
UPS will leave the client a notice and will have to pick up their tickets at the post office.
Who is the specialist in charge of drivers whose last names begin with letters from A-L?
Who is the specialist in charge of drivers whose last names begin with letters from M-Z?
Denise (A-L) and Carmen (M-Z)
How many points would an employee accrue if employee arrives 4-6 hours after their scheduled start time?
1.5
What is the new mileage rate change?
57.5 cents
When we receive an H4214 form indicating there is closer provider, what procedure should the agent follow?
Agents are to advise the client there is a closer provider. (ex. Ms. Hernandez the H4214 form indicates there is a closer medical provider, have you explored your options?) If the H4214 form is complete on file and the client is requesting gas reimbursement/advanced funds the agent will not schedule the trip and will send an email to management to seek approval from HHSC.
The client lives in Ft. Hancock and has a medical appointment going to El Paso. What would be the timing preference?
Appointment county
True or False
All fields with an asterisk (*) must be completed in order to receive reimbursement?
TRUE!
How many calls should an agent take per hour?
6 calls or above
What is our Mission Statement?
"To advocate, connect and deliver social services to communities, ensuring a dignified and meaningful life for all."
What is the monthly percentage of abandoned calls for Adults?
12%
What is the AHT goal?
10:00 or less
What is the average agent monitoring score (per agent
monthly) for Adult?
85%
How many coaching sessions are held prior to receiving a Record of Conversation?
3