CRM
What does CRM stand for?
Customer Relationship Manager (CRM)
What are some good qualities of a Customer Service Agent?
Positive attitude, patience, empathy, active listening.
Will you come to my house to help me and my consumer?
We’d be happy to! Requests for in-home support are in high demand, so we’ll just need to schedule an appointment. For faster support, starting January 6th, we’ll have staff available to assist over the phone from 8 a.m. to 8 p.m. Eastern Time Monday to Saturday — no appointment needed!
What does CDPAP mean?
Consumer Directed Personal Assistance Program. This is a Medicaid program in New York State that lets people who need home care choose, hire, and manage their own caregivers. More information on the program can be found here: https://health.ny.gov/health_care/medicaid/program/long
CSR
Consumer Service Rep
What does a case mean?
Correct checklist, Monitor background check, enrollment specialist.
What does call avoidance mean?
Agents may avoid calls for several reasons, such as customer complaints, high call volume, or physical exhaustion.
Are you going to be helping manage hours?
We have user-friendly tools and resources to make it easy for consumers to track hours worked and stay up-to-date on account balances. Our training materials are designed to help you stay on top of the hours worked and have good communication with your personal assistants.
What are the requirements to be eligible for CDPAP?
The requirements of CDPAP are established by New York State. More information can be found here: https://health.ny.gov/health_care/medicaid/program/longterm/cdpap/
EVV
Electronic Visit Verification
What are the steps to take when you create an activity?
Updated address, returned a call, opened a case, sent an email.
What are the three key qualities of customer service is focus on the "Three Ps"?
Professionalism
Patience
"people-first" attitude
Why do I have to wait until January to start?
We are hard at work customizing our processes,
trainings, and systems for CDPAP to make sure this
is a seamless transition for CDPAP consumers and
personal assistants. This includes creating a
dedicated CDPAP customer service center,
opening January 6th, to provide the best possible
support in your preferred language.
Who pays for CDPAP? What are the costs?
Medicaid covers the costs of CDPAP, so there’s no fee to participate.
MEC
Minimum Essential Coverage
What subject Category do you add in CRM dashboard?
NYCDPAP Inquiry.
What does quantity over quality mean?
Focusing on the volume of something rather than its condition or subjective value
How will I know if my fiscal intermediary is one of PPL’s CDPAP facilitators?
Before the end of the year, we will publish a list of our facilitator partners on our website, pplfirst.com/cdpap.
What are the New York CDPAP rules and regulations?
Here are some of the basic rules for CDPAP: You need to be enrolled in Medicaid to qualify for CDPAP. You must need home care and be able to direct your care (or have a representative). You can hire almost anyone eligible to work legally, including most family members (but not spouses or parents of children under 21). Caregivers don’t need a license or certification. Caregivers can be trained by the person they’re caring for. Caregivers can do certain skilled tasks that aren’t usually allowed in traditional home care, like wound care and giving injections. Please visit the New York State Department of Health website at https://health.ny.gov/health_care/medicaid/program/lon
FI
Fiscal Intermediary
What Sub- Category do you add in CRM dashboard?
a. Transition Specific
b. Enrollment Specific
c. Pay Rate Specific
d. Eligibility
e. Program Related
f. Other
g. FI Inquiry
What are the three types of escalations?
Hierarchical, Functional, and Automatic Escalation.
What will I get paid with PPL?
We will be sharing pay rates and benefits options
with personal assistants during the transition
period. Competitive compensation and benefits
will be offered.
What are the benefits of CDPAP?
CDPAP gives you control over your home care. You can pick someone you trust to be your caregiver, such as a friend or family member, and pay them for their time.
DR
Designated Representative