Adherence
Early Bird Catches the Worm!
Does it affect your adherence if I log in early?
I Don't Want to Talk To You.
If a member calls and asks for a SUP, do you automatically get them over to an OE?
Sutter, not Stutter!
If member calls and wants a SUTTER change, but they are capitated, what is the effective date?
You have a ride?
Do we file a grievance for transportation concerns in CA? Hint: An Email was sent on 4/19 from Allison
From Start to Finish...
What are the MUSTs on every call- greeting and ending?
Are you Getting Ready?
What aux do you use for GRT?
Rephrase Please...
Give an example of rephrasing negative info in a positive way.
What do I do now?
What to do if the site code is on the PVL, but CCB is not accepting it?
Say What? Did I just Fail?
What is the minimum score to pass a QA?
PTO me please...
What are the steps to get PTO approved, there are 2 main steps?
Bonus: What do you add in the notes?
#GOALS
What is the daily and monthly adherence goal?
Why can't I...?
Give an example/statement of how you would de-escalate if a member is upset that they can not do a same day PCP Change?
But, it's not there...
The member wants to make the change to a Dr, but don't see them on the PVL, what do I call the office and say (Hint: Kristina just sent an email?)
But Genesys Approved Me...
If you have no PTO available, but Genesys approved you, can you still be off?
This is an A and B Conversation, C your way out of it...
3rd Party HIPAA call, what must you do if the member is present? Explain the process...
You're the EXCEPTION!
If your lights go out do you need to add an exception?
Can we say ABUSIVE?
Explain how to handle an abusive caller.
Guy- "I like it" Challenge
Do I have to ask the member if they are currently pregnant if they are a male?
Somethings Wrong with my Computer...
What are the steps if you have a tech issue over 10 minutes?
Are you up to Code?
If the caller is not the member, how do you code the call?
TIP Jar!
Provide us with an adherence tip previously given on an email.
Peer to Peer
Provide us one tip from Keyona's document.
PVL
Why is the PVL so important?
Not gonna Make it Today...
What are the 2 required steps when calling in absent, tardy, or leaving early?
Best Interest
Give an example of when to use "best interest.."