Navigating Advance
What are the 3 ways we can submit a request and where in Advance would you send it?
Requests can be sent via mail, fax, and/or email.
You would click on the PDF icon in Centauri Advance to send request or on the grid when applicable.
Which LiveVox status should associates spend minimal time in as possible?
Other
All calls must include the FCC statement. What is the FCC statement?
"On a recorded line"
What pieces of information from Advance could use to conduct research?
NPI, Provider Name, and Address (City/State)
When you use any of the note's disposition under FORWARD TO CLIENT FOR RESOLUTION, what status does it place the office in?
Issue Status
How do you schedule an office once they confirm request is received and they make a commitment?
Calendar icon.
Office will be scheduled based on the return method and TAT that was provided to the agent.
What disposition will you use in LV during an initial call and the office advises they use a Copy Center?
Copy Center
When an office states they charge for records, what probing question will you ask?
You would ask: How much do you charge for records?
What 3 retrieval methods would you schedule out IMMEDIATELY after your initial call?
Office has received the invoice payment and stated that they will fax the records back in 7 days, how will you schedule the office in advance?
Invoice; regardless of the return method, payment was involved with these records therefore they will be scheduled as INVOICE with the TAT provided.
Where do you find a provider’s NPI in Centauri Advance?
By clicking where the provider's name is listed, window will expand showing providers NPI.
What would place as the “Account Number” in LiveVox?
Centauri Provider ID Number – If there are multiple only place ONE.
In LiveVox, what mistake can lead to incorrect Call Miner Scores?
Selecting the wrong termination code/LV disposition
Who do you email when an account has been in CSNR for 7 days or more without any MRT updates?
Send email to Status.Inquires@centaurihs.com
Where in the RA Reference Guide would you locate the threshold for each active project?
Centauri Advance Links
What 4 items in the office demographics could possibly populate a similar office?
1)Office Address
2)Phone #
3)Fax #
4)Office Group Name
What disposition will you use in LV when you follow up with an office that has an INCOMPLETE Chart?
Follow Up-Scheduled-Incomplete-Partial
What additional questions would you ask if the office states they use a Copy Center?
What is the invoice contact information that you would provide if an office ask where to send the invoice to?
Fax #: 888-406-4427
Email: RaInvoiceDelivery@centaurihs.com
True or False: When removing a provider, you are not responsible for researching. Just send it to a leader for review.
FALSE! If you remove it, you work it!
What are the main ways you will pull up an office in Centauri Advance?
1. Address
2. Phone/Fax Number
3. Centauri Provider ID
What disposition will you use when you call to follow up with an office and they state they have not received the request, and you must resubmit it?
Initial Call
What are the 3 P's for a successful phone call?
Persuasiveness, Persistence, and Professionalism.
What are the rules for "Managed Copy Centers"? Name the managed CC's.
Managed CC’s are to be scheduled out for 15 days and requests are NOT sent.
•ShareCare
•Verisma
•Healthmark/Acton
•MRO
•ScanStat/Resolve ROI
•VRC
•MMRA - 10+ Chases
•Scanning Sherpas
•Datavant/CIOX
True or False: When the office refuses to verify patient information, you kindly thank them for their time and hang up.
FALSE! You will move on to the next question in your scripting.