VOC Component
Name all members of the VOC team
Hugo-VOC Manager
Kathia, Jordana, Samuel, Cesar, Mildred, Anan, Guillermo - VOC analyst
Where can members pay their utility bills?
at local Walmart or through Bill Pay at HealthyBenefitsPlus.com/Humana
When does the benefit of the Flex Allowance expire?
The card is an annual benefit, and the funds expire at the end of the year.
True or False.
Can member´s use the HSAC with coupons or state assistance in order to purchase items?
TRUE. use the card last, after any coupons or state assistance.
What is a Roll-over?
Transfer remaining unused funds from one month/quarter to the next month/quarter.
How many steps are outlined in the Medicare Call Flow
10 STEPS
Mention 2 meal delivery providers
Uber Eats , Mom´s Meals , NationsMarket
When does the Visa card expires?
The Visa card expires 5 years from the date issued.
What Classification and Intent should you use when member is calling in regards the OTC allowance under the HSAC?
Humana Spending Account Card/Over-the-Counter (OTC)
In which tool are you able to send a replacement of the HSAC?
Solutran
What behaviors impact the Process Ease VOC component (Name at least 3)
How easy was for the member to address their needs.
Make every effort to help the member and come up with a solution.
Avoid unnecessary hold time, instead verbalize your actions and let them know you are working to better assist them.
Place outbound calls when Necessary.
Reduce member's effort, don't leave them any homework.
Take the member out of the middle when they are stuck between Humana and their provider, or their pharmacy. Offer an outbound call.
What is the only one-time exception in which members received an automatic roll-over even though they don´t have the roll-over benefit?
One time exception happens when unused funds from the first month a member is effective automatically roll over to the second month.
List 2 popular stores where the flex allowance can be used to pay for Vison services.
Walmart Optical, Target Optical, LensCrafters, Pearle Vision Centers
How much does a member have to pay for shipping when they place an order at walmart.com?
Member doesn´t pay. Humana covers shipping fees on walmart.com
What is an adjust?
Add unused funds back to the member´s account.
What behaviors impact the agent care VOC component (Name at least 3)
Show our members you care by providing a personalized interaction and show empathy!
Celebrate successes and positive experiences
Show Respect by listening closely to the member’s issue – actively listen
How long does it take for an online utility bill payment to be processed?
Payments can take up to 3 weeks
Which Retailers/Providers are not eligible (excluded) to use the Flex Allowance?
Retailers/Providers whose primary services are not vision,dental or hearing services. and Retailers/providers who don´t accept Visa
What information must members provide to Walmart.com to check-out an order?
Walmart.com requires the CVV and ZIP code to check out
What are the card statuses in PSP?
Active, Not Activated, Canceled
Mention the goals of all 5 VOC components.
Agent Helpful: 84%
Agent Ease: 86%
Agent Care: 83%
Process Ease: 79%
Issue Resolution: 90%
In which states does a member with a DSNP plan may qualify for additional funds if they´re assigned to a PCP or clinic that´s considered a High Value Provider (HVP?
Texas, Georgia and South Carolina
Why a hard copy or catalog of the retailers(providers) is not available?
Due to the constant addition of participating providers (retailers)
What are the changes that a member´s plan can experience in they OTC allowance?
1.OTC allowance may be Added, Removed, Increased, Decreased or Stay the same.
2. A member´s plan benefit may change from: The OTC Allowance to the CWP OTC Mail Order Benefit or The CWP OTC Mail Order Benefit to the OTC Allowance HSAC
What is the expiration date for the additional funds after the roll-over is granted?
2 months