JABBER, FINESSE AND HOLD TIMES
HOW LONG CAN YOU PLACE A CALLER ON HOLD FOR BEFORE HAVING TO REFRESH WITH THEM
15 SECONDS FOR A SOFT HOLD OR 60 SECONDS FOR A HARDHOLD ALWAYS GET BACK WITH THEM BEFORE THESE TIMES ARE UP
WHAT DOES "HOH" STAND FOR
HEAD OF HOUSEHOLD
WHERE IS ALL INFORMATION NEEDED TO HELP THE CALLERS FOUND
(KB) KNOWLEDGEBASE
HOW OLD IS THE PROFESSION OF DENTRISTRY
IT DATES BACK TO 7000 B.C.
WHAT SHOULD YOU ALWAYS KEEP ON YOUR FACE WHEN ON A CALL
A SMILE! WHEN YOU ARE SMILING WHILE ON THE CALL THE CALLER CAN HEAR IT IN YOUR VOICE.
HOW CAN YOU TELL IF A CALLER HAS VALIDATED PHI THROUGH THE AUTOMATED SYSTEM
CA = Caller Authenticated Field
When Finesse shows a member ID and CA (Y) PHI has been verified through the IVR, you would state to a caller:
TO VALIDATE PHI,FULL NAME, DOB AND ID IS NEEDED FOR WHO
WHO IS : MEMBER
WHAT IS THE PROGRAM CALLED WHERE WE NOTE A CALLERS CALL, THIS IS THE SAME PLACE THE CALLER INFORMATION POPULATES
(WW) WINDWARD
WHAT IS THE AVERAGE AGE A CHILDS FIRST TOOTH COMES IN
AROUND 6 MONTHS OLD
WHAT IS THE ARTICLE NUMBER FOR BUSNESS UNITS
1797
WHAT IS FINESSE USED FOR
Cisco Finesse (Finesse) is a service that offers contact center agents to login, change their state, and receive calls Finesse guides an agent to select the correct business unit to log a call.Finesse assists in PHI call authentication.
WHEN VERIFIYING A PROVIDER YOU NEED TO ASK FOR NPI/TIN, NAME AND DOB
TRUE OR FALSE
FALSE,
WE ONLY NEED TO ASK FOR EITHER THE NPI OR TIN AND FIRST AND LAST NAME
WHAT DO WE NEED TO USE WHEN ASKING A QUESTION IN HELP CHAT
HOW OFTEN IS IT RECOMENDED THAT YOU SEE YOUR DENTIST
TWICE A YEAR
PER ARTICLE 1645 WH CAN WE NOT CREATE A (Requesting a PHI Form – Follow Up ) FOR
A CONFIDENTIAL MEMBER CALL
WHICH APPLICATION ALLOWS YOU TO USE THE COMPUTER AS A SOFTPHONE TO PLACE AND RECIEVE CALLS
JABBER
WHEN A PROVIDER CALLS ASKING ABOUT A MEMBER WHAT INFO MUST THEY GIVE FOR THAT MEMBER TO VALIDATE PHI AND COVER HIPPA
MEMBERS FULL NAME DOB OR ID
IF A CALLER CALLS AND IS VERY UPSET USING CERTAIN WORDS THAT REFLECT THEIR EMOTIONS WE CAN OFFER THEM WHAT
THESE WORDS WILL INDICATE THAT WE SHOULD OFFER THE MEMBER THEIR APPEAL AND/OR COMPLAINTS RIGHTS AND LOG THE DETAILS OF THE SITUATION IN THE CALLS FOLLOW
ARTICLE 2005
WHAT IS THE TINTERMOST PORTION OF THE TOOTH CALLED
PULP, WHICH CONSITTS CONNECTIVE TISSUE,NERVES AND BLOOD VESSELS
WHERE IN WINDWARD IS THE BENEFITS TAB LOCATED
THIS IS FOUND IN THE FAMILY MEMBER SUMMARY TAB
HOW LONG CAN THE WRAP UP OPTION IN FINESSE BE USED FOR EACH DAY
ONLY 15 MIN A DAY
WHY IS HIPPA SO IMPORTANT
HIPAA protects the privacy of patients and ensures patient data is appropriately secured.
IF A CALLER IS RUDE AND ANGRY YOU SHOULD JUST HANG UP ON THEM AND TAKE SOME TIME TO YOURSELF TO CALM DOWN
NO, NEVER HANG UP ON A CALL, ALWAYS STAY PROFESIONAL AND CALM. REMEBER MANY CALLERS ARE IN PAIN OR ARE UPSET OVER COVERAGE ISSUES, BE SYMPATHETIC TO THEIR NEEDS AND LET THEM KNOW YOU ARE THERE TO HELP
HOW MANY TEETH ARE WE BORN WITH
AT BIRTH A BABY HAS A FULL SET OF 20 PRIMARY TEETH (10 IN THE UPPER JAW AND 10 IN THE LOWER JAW) HIDDEN UNDER THE GUMS
HOW WOULD YOU SEE IF A MEMBERS HELATH PLAN COVERS TRANPORTATION TO AN APPOINTMENT FOR THAT MEMBER
USING THE MEMBERS GROUP NUMBER IN (KB) KNOWLEDGEBASE LOOK AT THEIR HEALTH PLAN COVERAGE TO DETERMINE IF THEY ARE COVERED FOR THIS