KST First: Diabetic Supplies
The first place to look for a standard question about diabetic supplies.
What is, the KST
What you should open when KST Answers provides a response.
What is the original source or linked document/resource?
The type of question that should not start in Slack.
What is a standard question whose answer may already exist in KST or Walmart documents?
Search term/question you might enter if member is asking if their diabetic supplies are covered.
What are “coverage for diabetic supplies under this plan” or "are diabetic supplies covered under the plan"?
The reason opening the source matters even when KST gives you a promising result.
What is to confirm the information is accurate, current, and relevant to the member’s question?
The condition that must be true before asking in Slack.
What is KST and the available source docs have been searched and checked, but the answer is still unresolved?
The behavior that makes this a KST-first question instead of a Slack question
What is that the question is common, answerable, and likely documented in KST or its source?
*Familiarity with a question is a reason to search—not a reason to skip the search
How to confirm KST Answer is accurate and applies to the member’s situation.
What is reading the source and comparing it with the member’s plan, benefit details, or member context?
The appropriate use of Slack when the answer is not found in available resources.
What is a true escalation involving an unusual, unclear, conflicting, or unresolved situation?
The sequence an MCA should follow before escalating this coverage question.
What is use KST, open and verify the source, and escalate only if the answer remains unresolved?
The mistake made when someone relies on a KST result without verifying the source.
What is giving an unverified or potentially outdated answer?
*The risk is not just inefficiency; it can lead to inaccurate member guidance.
The risk of using Slack channels too early.
What is creating unnecessary interruptions, duplicating available resources, slowing the team down, and increasing the chance of an inaccurate answer?
BONUS! The next step if KST Answers is incomplete or confusing and the resources are either incorrect/missing or outdated.
What is click on the Thumbs Down for KST Answers and flag the resource or submit a KST ticket.
*KST gets better when the team flags what is not working