Conference
First and important process in order to NOT receive any other calls.
What is Change Agent State.
Indicates advocate is available.
What is the Green circle next to advocates name.
Utilized when advocate needs to call the provider office before calling the member back.
What is the "Provider Callback Time' field
case that is opened in the event that we are unable to locate an ASC affiliated provider within Salesforce.
What is the "Provider Unavailable Case"
The amount of times we try to connect with a member.
What is three attempts.
To make a manual call to 3rd party (provider office/benefits/etc.)
What is the "New Call" button.
Ensures we connect with the advocate before transferring the member to them directly.
What is "Warm" transfer.
Changes based on the number of times we tried to connect with the member.
What is the "Callback Attempts" field.
The record type that needs to be selected in order to open a provider unavailable complaint.
What is "SMS Complaint"
the process after the 2nd attempt is unsuccessful in connecting with the member.
What is reaching out to the provider office to confirm member appointment status.
Places the member or 3rd party on hold.
What is the "Park" button.
Ensures that the advocate we are transferring the member to can help the member more efficiently.
What is verifying the member and opening and inbound case.
Must change when manually calling a member that is associated with the member's employer.
What is the correct Manual OB Campaign type.
In the details portion of the case under subtype, this indicates the advocate needs the provider relation team to assist.
What is "Requires Assistance"
Member had to change the date and time of the appointment.
What is Rescheduled.
Takes member or 3rd party off hold after putting the line on park.
What is "retrieve".
Updated within the inbound/outbound case when we are not able to transfer to the Internal Spanish Line.
What is Patient Information - Preferred Language.
the status of the case in order for the system to notify the advocate of a callback.
What is "new" status.
Generated by salesforce and sent to Provider Relations team and contact center leadership team to notify of a new complaint.
What is an Email of the provider unavailable complaint.
appointment status utilized when final attempt to connect with member is unsuccessful and provider office not willing to provide appointment status information.
What is "unable to confirm".
Adds member or third party to current call.
What is "add to Conference".
Changes the case owner of the case so supervisors are able to assign the case to a Spanish speaking advocate when one is not available during the live call.
What is Advocate Needed Queue
Allows the member to receive a callback from any available advocate at a date and time that best fits their schedule when an advocate has not engaged with the member.
What is Call Back Request within Five9 dispositions.
Utilized when advocates are unable to book an Alliance appointment with the specified Alliance provider listed in Salesforce after verifying the provider works out of an Alliance facility.
What is "Provider Not in Salesforce" complaint case.
Must be updated after every attempt to connect with the member.
What is updating the parent case notes.