Centralpoint Article
It used to be called Service Transformation.
What is the Member Call Flow Procedure?
Parent wants to update pediatrician for child.
What is Update PCP?
CSA is the face of the company.
All calls must be documented.
What is OMNI?
Member Name:
Member ID Number:
Member Language:
Date/Time/Expected Duration of Appointment:
Nature of Appointment (physical, med check, therapy, etc.):
Doctor/Provider's Name:
Name/Address/Telephone of Clinic/Facility/Hospital where appointment will take place:
Name and telephone of the person requesting interpretation services:
Provider must document that interpretation services were provided including interpreter ID, language, appointment date and services provided as well as their number or agency.
What is the face to face interpreter?
Safe Ride did not show up to pick up a member.
What is the Missed Transportation Process?
Member has BCBS as primary insurance.
What is Coordination of Benefits?
FCR is a critical component for any company.
What is First Call Resolution?
Provider is checking on network status.
What is Portico?
Enter the following information in the comment box based on your market's requirements:
What is the member rewards?
The best place to find a phone number.
What is the Contacts and Resource Guide?
Member wants something done about a denied authorization.
What is the Issues?
What is Caller Identity Verification?
A copy of the denied authorization letter is requested.
What is Trucare?
Member ID:
Callers Name/Relationship:
Issue:
CB #:
Name of SafeRide Agent if applicable:
Was grievance filed Y/N:
Grievance OMNI ID or NA:
What is the Safe Ride?
Member has been sent to collections.
What is Balance Billing (Member Received a Bill)?
The enrollment span is requested.
What is Benefits and Eligibility?
HIPAA is in place to protect our members and providers?
What is Health Insurance and Portability Act?
What is My Care Card?
call to complete survey
Member Name
Member ID
contact phone
caller name and relationship if not member
any additional notes such as specific times available or language needs
What is the HRS or Health Risk Survey?
Member states intention to harm self.
What is Handling Challenging and Crisis Calls?
Member wants to show they are Native American.
What is Update Member Preferences?
CAHPS looks at Member Experience through quality and performance improvement.
What is Consumer Assessment of Healthcare Providers and Systems?
Back up system when OMNI goes down.
What is Dauntless?
Caller's Name:
Callback Number:
Member's Name:
Member ID Number:
OMNI Reference Number:
Issue:
What is the Member Escalated or Supervisor?