HIPAA
Name the 3 Primary Data Elements to verify an account
When do we process a cold transfer?
What do I need to access Podder Central
Omnipod ID and Password
Customer wants a controller replacement. What do you need to check before sending the requested replacement?
Probing questions to determine if elegible for replacement, check if phone available for OP5 App and continuity of care review
Customer got married and she wants her last name updated on her account. Where can I change it?
We don't! Call must be connected to Customer Care to be done
Verified caller is the same as Authorized caller
NO. Verified caller is someone calling and was able to HIPAA verify customer's account but is not listed on the account. Authorized caller is someone confirmed being involved in the customer’s care (added to account)
I received a Call from a Canada Customer using Omnipod 5. What should I do now?
Transfer call to Canada Omnipod 5 Agent (PS_CA_EN_POD03)
Every customer is elegible to reset password via Text Message
No. Not every customer will have this option presented. If they do, customer will need to complete “Reset via Website” steps first.
What tool Should I use before sending POD replacements for PODs that suffered adhesive issues?
Adhesive Calculator
ER Visit
Hospitalization
Other
None
What is the "Minimum Necessary Rule"
PHI is limited to the minimum necessary information to accomplish the intended purpose of a particular use, disclosure, or request
What is the maximum wait time to complete a transfer?
4 Minutes (2 minutes+Call refresh+2 minutes second attempt)
Podder Central - Unable to Access Account
What date should I select when shipping a replacement?
Requested Delivery Date
"I am calling because my pod failed and stopped giving me insulin in the middle of the night".
Acknowledge the reason of my call
TBD during game. Automatic DQ if word FAIL is used during acknowledge statement
Name the secondary Data Elements for verification
-Customer’s entire shipping address (including zip code)
-Customer’s billing address (including zip code)
-Physician name or practice
-Customer Email Address
-Customer Insurance Carrier
Anything close to: Based on what you are reporting today, there is data stored on your Omnipod 5 App that could be useful for the continuous improvement of our product. Are you willing to share your App engineering runtime data that is being logged by the App with us?
Which are the 2 RFCs that could be used when creating a User ID and Password?
Podder Central - Account Creation (no onboarding related)
OP5 ID/Account Creation (related to onboarding)
You replaced 6 pods, sent me podpals and updated my address.
What would be done to close the call?
Summarize and share next steps, shipping timeframes, reminders, call back expectations (when applicable) or Task reachout expectations (if appicable)
What happens if a Med Event call is dropped while attempting a warm transfer? (Not Yet transferred)
Agent makes an attempt to call the customer back.
If outreach unsuccessful, Agent transferring the call documents the Medical Event with the details available noting the call dropped during the warm transfer and sets an Escalated task to CPS Queue.
What does HIPAA Stands for?
Health Insurance Portability and Accountability Act
What are the COMPLETE office hours for Tier 2? (English U.S. Tier 2)
9am-5:30pm EST (Sat/Sun)
What is the difference between password reset via Text message and password reset via website?
Via SMS (text) the system will send a verification code to the telephone number linked to their account
You'll be sending a controller to a new controller to a customer since his current one broke and doesn't work. What needs to be verified when sending it?
I changed phone and it shows "Something went wrong" and code 001-002-0020-0400. What might have cause this? (mention at least 3)
Compatibility
Network Connectivity
Harmful App on their device
PodderCentral credentials issue