NPV Scheduling/Phones
With the new scheduling template, how long are appointments?
30 minutes
What does OEP stand for?
Open Enrollment Period
What does CICARE stand for?
Connect
Introduce
Communicate
Ask Permission
Respond with Anticipation
Exit with Gratitude
This country/pop singer had three songs that appeared on Billboard’s Top 20 songs of 2015; one such title was her top hit, “Bad Blood”.
Who is Taylor Swift?
Anna, Elsa Kristoff and Olaf are all characters in what animated movie?
Frozen
How do you schedule an appointment on the new scheduling template?
Open white space with an open panel provider and open health coach
***If a HC is not available, you can still book with the provider
When did OEP start and when does it end?
1/1 - 3/31
What are some types of service issues?
Slow response time
Lack of communication
Lack of coordination of care
Team member complaint
Scheduling
Transportation
This famous American sitcom featured a Superman reference in every episode.
What is “Seinfeld”?
What actor plays Ken in the 2023 blockbuster movie "Barbie?"
Ryan Gosling
What tool do you use to check open panel/closed panel status?
National Clinic Tool
How many times are patients allowed to switch plans during OEP?
Patients can only switch plans once during OEP.
What is Service Recovery?
When a patient expresses some type of negative feedback relating to the care or service they received, we take the opportunity to make the situation positive.
Service Recovery means responding to the patient's feedback and doing everything you can to turn their experience around. We do service recovery every, single day. It goes hand-in-hand with hospitality.
This former Chicago Bulls player holds six NBA championships and is commonly thought to be one of the greatest players in history.
Who is Michael Jordan?
What popular young adult book series sends "tributes" to participate in a televised competition in which they fight to the death?
The Hunger Games
What snippet do you use when scheduling a new patient?
(.)newpt
If a patient switches there plan during OEP, when does there new plan take effect?
First of the following month
(switch in Jan, they will be active on new plan in Feb)
How do we learn about service issues?
Phone, email, in person, care team members, payers/agents, surverys, reviews online
With fans commonly known as the “Bey Hive”, this artist released her live album “Homecoming” in 2019.
Who is Beyonce?
Richard Hatch is the very first winner of which reality TV show?
Survivor
What is changing about our on site labs?
Walk in labs
During OEP, patients on Medicare Advantage (MA) plans can either switch to:
Switch to another Medicare Advantage plan
Switch to Original Medicare
Add, change, or switch a Part D prescription plan
How do you document a service issue?
It is important to document each service issue even if you were able to resolve the patients concern. This allows us to track all service issues and provide offices with complete and accurate information on their service opportunities in order to improve patient experience.
Notifying the Patient Recovery team:
You will create a new task in Chirp labeled “Service Recovery”
Use the snippet (.)patrec to ensure all information needed is noted
Assign to “Patient Recovery (insert market)”
Updating Salesforce:
Log a call - add the snippet into the patients opportunity
His first featured role was playing the scarecrow in the 1985 film “The Wiz”.
Who is Michael Jackson?
Whitney Houston went to the top of the music charts in 1992 with which Dolly Parton song?
I Will Always Love You