Visit Types
Assessment after discharge
PHV
Where can you find answer to general question at?
KB
What does CM stand for
Care Manager
Patient is not permanent place of residence how would I schedule?
1. Do not schedule
2. Disposition Hospitalized
Susie Smith has passed away what do you do?
4 step answer?
1. Advised family Member services need to be notified
2. Scripter placed to deceased
3. End date clinician in care team and close any open task in activities
4. Complete DNC Do not contact process
You schedule me after Initial visit
Follow Up Visit
How many hours can you flex in a pay period
Up to 4
If a CM works 8 hours day He/She can man appointments?
5
Emerging patient that resides in WA?
We schedule all visits types
Josie Jones asking about getting a ride to her doctor appointment?
Advised Josie the Care Navigator can assist with that either send a task to the CN or provide the CN contact number.
1st visit with OAH
Premiere
What the three ways to call off?
Text
Phone
Sparq app
How many IV, CEV, Acute can a CM see in a 10 hour day?
3
I live in Washington and I am a E Optum Care patient?
Do not schedule members in Washington state
Disposition - Invalid number?
Any invalid # (fast busy, # not working, disconnected blocked, etc.)
Reassess member after risk level
CEV
My system when down what do I do
2 parts
1. If longer than 5 mins notify WFM
2. Submitted a Incident ticket
Jesse schedule a visit and it 33 miles but 45 mins from the previous appointment is that ok?
NO
My name is Jeff and the task says to schedule me a PHV visit pathways shows that I am a transplant patient? Can you schedule me?
Yes Jeff can be schedule?
What is the recording disclaimer?
I would like to advise you that this call is being recording for quality control purposes
Assess member after frequent ER visit
Acute visit
How many hours will company pay for system issues/outages?
2 part answer
Up to 2 hours with documentation
Jesse went to schedule a PHV on 02/10/2024 which is a Virtual day the task is F2F? Can Jesse schedule?
NO - Jesse needs to close out PHV task and place on No availability spreadsheet
My name is Katie and I live in NY I am a ACO wrap patient can I be schedule?
NY only: Schedule only if member also has Health Home (all visit types)
As a part of your benefits, you are entitled to a call from a care navigator once every 6 months.
False it every 3 months