EMPATHY
What is the definition of empathy
What is the ability to feel or understand another person's emotions
Can be sent to claims in IO
What is member, provider, and health plan representive.
IO and ISSAC
When a case is pending eligibility?
What is IO no and ISSAC yes
A case is currently pending denial
What is yes?
______ a resource featuring science-based activities, mediations, and games to help you cope with stress, burnout and other challenges in all domains of life.
What is Happify
What are the benefits of empathy?
What is build trust and rapport, enhancing understanding, and strengthening relationships.
What is claims appeal extension and who can we send?
What is 20531 MDO and Site
A caller has a case on file that is withdrawn or expired. Connect to CR.
What is false
A caller has a pending case on file for a MSK want to speak to a CR
What is connect to PSU?
PSU will schedule call back with CR
A caller is rude and rushing you on the phone, the case is complex, we should work quick to get them off the phone.
What is False
What are the three different types of empathy?
What is cognitive, emotional, and compassionate.
Who should be sent to claims in ISSAC?
What is MDO and SITE?
A caller wants to go over clincals?
What is offer to go over clinical. Minimize connections
A case is admin denial.
What is no
Physical, mental and emotions, and spiritual are types of self-care.
What is true
true or false
What is true.
These four actions can be handled by intake, no need to connect.
What is backdating request, site changes, cpt code changes, and letter request?
Member would like to speak to a nurse in MRR?
Image One and ISSAC
What IO yes and ISSAC no?
A case is pending a P2P?
What is no connect to CR?
Making assumptions about a caller in how you handle the call creates ____
What is bias?
___ involves both emotional empathy and cognitive empathy with the added element of compassion.
What is Compassionate Empathy.
If the procedure has been performed and hp does not allow for a retro, we can send caller to claims, as long as hp is delegated to evicore.
What is true
Alternative recommendations offered for a pending case and caller would like to accept.
What no handled by intake
A caller wants to accept a denial reason. Case is in status 1.
What is connect to PSU?
How many hours of PTO can we carry over?
This does not apply to those who bought pto.
What is 56 hours