Calls
What should be offered in last two minutes of a call?
Survey
Yesterday's morning hello from Lisa Hormann and Alexis Hebert featured which animal?
cat
What does KA stand for?
Knowledge Article
Who was Alex Trebek?
Host of Jeopardy on TV
What is the name of the new AI Colleague Assistant?
Artey
True or False You need to verify zip code of a caller who comes in fully validated and speaking to the member?
False
Absolutely.
Where can you find KA's in GPS?
Members "suitcase" , left hand side. Can search by number or name
What state is Wendy Stark located?
Texas
True or False: It is okay to share your work password with your significant other.
False
When placing a member on hold, what time allotment should you say to advise member
2 to 3 minutes
3 to 5 minutes
6 to 10 minutes
normally 3 to 5 minutes
Can you chat with someone from another Department within Aetna on Chat such as mentor line?
Yes
What is KA 4261?
Medicare Member-Helping with Heart Overview
What is the name of the NFL sports teams located in Texas?
Dallas Cowboys and the Houston Texans
Where can you go to find a Primary Care Physician for a member?
Find Care, Doc Find, Smart Front End, Rumba
The member is calling for a rheumatologist in their area. You have located a few in their area and have emailed them to member. What else should you say?
This information is subject to change at any time. Therefore, please check with the provider before scheduling your appointment or receiving services to confirm he or she is participating in Aetna's network. Participating physicians, hospitals and other health care providers are independent contractors are neither an agent nor employees of Aetna. The availability of any particular provider cannot be guaranteed, and provider network composition is subject to change."
Can you access leadership on CHAT?
YES!!!
Which KA shows how to take a call-Validate the Caller
KA2620
True or False: The Corporate office of Aetna is located in Hartford CT
True
What site do you use to request time off?
WFO
Is it okay to ask the member about their weather where they are located?
Yes. Small talk can help keep dead air time to a minimum
Do you find CHAT helpful?
It is open for discussion.
Which KA refers to Placing a Caller on Hold for Research or Assistance
KA2603
What colors do you mix to make the color orange?
Red and yellow
What number can you reach SPOC?
888 905 9500