CCD
What do we open to begin documenting for a member?
Contact Log
A member is upset by our call and requests to be placed on a ‘Do not Call’ list How do we handle the call?
Document ALL topics discussed and add an overall note describing when the call dropped.Complete documentation by selecting ‘Add overall notes’ and describing the situation
in a few words. Notify leadership of DNC request by sending a message in the ‘Clark-Eliza’ Teams chat.
What system do we use to order a id card?
CCD
What is the warm transfer # to transfer a member to schedule a covid vaccine
673-1841
If you have not already mailed in your renewal packet, you can renew online at?
What is another name for CCD
Admin portal/ Contact center dashboard
Someone calls in telling us we have a wrong number (They do not know who we are calling about).
Apologize for the call and notify that we will update our records. Fill out a wrong number form and provide as much info as possible.
What system do we use if CCD is down
Sharepoint
What is member services #
1800-286-4242
Amount of time before completing an OB call
2 min
A call drops mid-topic what should we do?
Document ALL topics discussed and add an overall note describing when the call dropped.
A member asks if the at-home Covid-19 tests are covered by their benefits.
Advise the member to save their receipts and contact member services on the process.
Time limit for time spent 'Atfer call work' status
2 min
833-475-8214
What is the name of the language interpretation service we use?
Transperfect
What are we able to use to search a member in CCD?
Case #
MBR #
First Name, Last Name , DOB
Phone Number
A member asks your opinion on the Covid-19 vaccine.
Remain neutral and direct the member to discuss with their Primary Care Physician
Maximum number of times a whisper can repeat before answering
3 times
What is PA benefits center #
1-844-366-9974
When looking at an OB pop-up, you see that the member already renewed. Do you still call?
Yes. The member meant to speak with us, but the transfer failed. Complete the call and answer any questions they may have.
What demographics in a members file can we edit?
Alt phone number and email
When looking at an OB pop-up, you see that the member already renewed. Do you still call?
Yes. The member meant to speak with us, but the transfer failed. Complete the call and answer any questions they may have.
Remember that you are great and doing a good job and you are appreciated
enjoy the free 500 points hopefully it helps :)
What is the state wide CAO #
1-800-692-7462
3 CCD topics that must ALWAYS be documented
Intent to Renew(Yes/No), BDT Referral, Covid-19 Vaccine