Drugs and medications that by law require a prescription.
What is Prescription drugs?
100
Respect, Empathy, Listening
What are the call handling tools?
100
Agents use this function to close the call or interaction.
What is wrap up function?
100
An act created in 1996 and addresses a number of issues, including the protection of confidential enrollee information.
What is HIPAA?
100
Resolution Support Specialist
What is RSS?
200
An 11 digit identification number assigned to all drug products.
What is the national drug code?
200
A feeling of wanting to help someone who is sick, hungry, or in trouble.
What is Compassion?
200
An application used to give you a single, end to end tool to view all issues and efficiently manage member touch points.
What is MIIM?
200
Any information, including demographic information collected from an individual, whether oral or written, maintained or transmitted in any other form or mediums, that is created or received by a Covered Entity.
What is PHI?
200
Low income Subsidy
What is LIS?
300
The amount members pay towards the cost of their prescription drug including deductible, copays, and coinsurance9 but not including premiums).
What is TrOOP?
300
Walk in the shoes of the people we serve and those with whom we work.
What is the compassion element of our United Culture Value?
300
Phone call, Inbound Correspondence, Walk In, Outbound Phone Call, Research.
What are the drop down choices in New Navigator?
300
The process of determining whether someone is, in fact, who they declare themselves to be and they are authorized to access member information.
What is Authentication?
300
Health Insurance Claim Number
What is HICN?
400
What the members paid and what the plan paid.
What two things make up the total drug spend?
400
Member error or misinformation, third party error, and United Healthcare error.
What are the three possible sources of breakdown?
400
A legislation passed in 1996 that includes a privacy rule creating national standards to protect personal health information.
What is HIPAA?
400
Member's full name, Member's DOB, Member's ID number, Member's full address, reason for call, resolution.
What is should be documented?
400
Virtual Contact Center Desktop
What is VCCD?
500
When the yearly out of pocket drug costs reach the True- out-of pocket limit for the benefit year or when the new plan year starts.
When does the coverage gap end?
500
Pitch, inflection, courtesy, tone, understandability, rate, and enunciation.
What is P.I.C.T.U.R.E. technique?
500
GPS, CDB, Application Search
What are the ways to search for a member manually?
500
General information not specific to the member. The information is available to anyone (included on sales materials or plan websites) and is NOT member specific.