Campaign
What is the campaign code for this outreach?
Welcome Back
What type of plan has coverage for out of network providers?
PPO Plans
What five topics will we review in our call flow? (Excluding the introduction and closing)
Value, Access to Care, Pharmacy, Member Digital Tools, Extra Benefits
Who is the vendor for mail order pharmacy?
CVS Caremark
What are the different options for documenting a temperature check?
Member Satisfied, Member Neutral, Member Dissatisfied
How many call attempts will we make to each member?
3
Why should a member prefer to see an in-network provider?
It will save them money.
What is a new addition to the 2023 script, so we can further build rapport with the members?
Setting up an ice breaker.
What type of benefit is associated with Silver Sneakers?
Fitness
What are the three extra benefits we will be reviewing with the members?
Silver Sneakers, OTC and Flex Card
What type of members are we targeting in the Welcome Back campaign?
At-risk for leaving the plan.
What is the difference between an annual wellness visit and a physical?
Typically, a longer meeting to review member's personal care plan and is discussion based
What are the three things we need to do during the closing of an inbound Welcome Back call?
Ask the members if there is anything we can assist with, thank using the brand, provide a CSAT survey. The four pertinent questions is also an acceptable answer
What is the new pharmacy that will be added in 2023?
Amazon Pharmacy
What four things can a member accomplish using the Wellcare+ mobile app (LWC membership)?
Find providers, access digital ID card, change your PCP and view wellness services you are due for.
What are the four things we are trying to accomplish with this campaign?
Retain membership, improve member experience, build a foundation of trust with our members, positively impact CAHPS (Consumer Assessment of Healthcare Providers and Systems) scores.
What is a Doc Talk Card?
A list created by the members of what they want to tell and ask their PCP at the annual wellness visit.
What are the six topics we will cover in the access to care section of the script?
In network provider cost saving tip, PPO Plan Education, PCP (Primary Care Physician) Confirmation, Annual Wellness Visit Education, Nurse Advice Line, Zero Dollar Copays.
What four ancillary benefits should we check prior to contacting the member?
OTC, Hearing, Dental and Vision.
What four things can be accomplished using the secure member portal (CNC membership)?
Check a claim status, order an ID card, change your PCP, find other plan information.
Why is using a campaign code important in our voicemails?
In case the member does not contact our department specific phone number. They can reference the campaign code to customer service. That will help customer service know where to transfer the call.
What are two examples of things that can be included on a Doc Talk card?
I am having side effects with my medication. Do I need a shingles vaccine?
What are the four pertinent questions we need to ask the members at the beginning of the closing?
How would you like to get communications from us moving forward? How helpful was the call? On a scale of 1-6. What benefits that we spoke about are you most interested in? Do you have any suggestions to make your healthcare coverage easier to understand and use?
What times can the nurse advice line be reached?
24-hour service
What should we review prior to contacting the members?
Check to see if the member has $0 copay for hearing, dental and vision. Check to see if the member has OTC benefits. Determine how long the member has been active with the plan.