What is the classification and intent we're going to use if member is requesting for ID card replacement?
Classification: Fulfillment
Intent: ID Card Request
QUICKSTART /QUICKSTART+
What are the first 2 things we need to select in Quickstart+?
Classification & Intent
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Member wanted to check if they are still a member of Humana?
What classification and intent we use in documenting the call?
Classification: Eligibility
Intent: Verification
For a normal ID card request, cards are typically received by member in how many days after requested?
5-7 Days
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Your chosen team can now get 200 pts from their chosen team!
What classification and intent are we going to use to document this call?
Classification: ELIGIBILITY
Intent: RENEWAL
Member called and was informed that his/her membership was cancelled for some reason.
What classification and intent are we going to use to document the call?
Classification: ELIGIBILITY
Intent: TERM/CANCEL MEMBER
Member is requesting for a copy of consent form.
What classification and intent are we going to use to document this call?
Classification: Fulfillment
Intent: Letter/Form Request
Humana ID Cards do NOT automatically generate when?
Existing members with no plan changes or member with inactive plan.
In fulfilling member's requests, what tool do we use to create a letter? (light printing)
EMME
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The lucky team now have the power to get 150 pts from your team and choose another team to get another 150 pts
What do we call a monthly, personal health finance and benefits statement that includes a member's claim information?
SMART SUMMARY
What do we call the automated or recorded messages being sent to members automatically in line with their policy?
VAT (Voice Automated Technology) Calls
According to mentor, what will happen to all ID card requests from November 15 until the end of the year?
All ID card requests print for the future year plan.
Member wanted to change their communication preference. What should be the classification and intent are we going to use?
Classification: Communication
Intent: Member Preferences
Member received a letter from CMS saying that they are no longer eligible to have a dual eligible plan with Humana, what should be the classification and intent are we going to use?
CLASSIFICATION: COMMUNICATION
INTENT: GOT A LETTER/CALL
Which tool in CRM are we going to use if the member needs assistance in understanding the recent letter he received.
RTI (Communications)
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Your chosen team will have now the power to get 400 pts from your team or add 400 pts to their team without getting anything from your team
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It's a bomb!
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Your chosen team will have now the chance to pick 2 tiles in a row
Member wanted to ask for assistance in understanding the letter they received last January of this year. What tool are we going to use to review the letter the member is saying?
EMME
if member is requesting for a copy of their monthly smart summary, what mentor document should we use as a reference?
In changing or assisting member in modifying their communications preferences, what mentor document show we pull up from QuickStart+?
Member Communication Preferences Medicare Overview
in documenting a grievance, what does QAA report means?
QUALITY OF CARE, ACCESS TO CARE, ATTITUDE