Intake Procedures
Minimum ACW time
Less than 45 seconds
What does CM stand for
Case Manager
What to do if you notice incorrect information on the intake
Confirm proper details and make a CORRECTION
Where to transfer converted Wettermark Keith Disability clients
WK Disability Client Coordinator
What candy is known for the slogan “Taste the Rainbow”
Skittles
True or false: We can proceed with an intake if the PC requests to not be recorded
True
What to tell the PC if they ask about speaking with their attorney
Inform PC that they will also speak with their Attorney, who may have additional questions about the case. This is also the client's opportunity to ask the Attorney any questions they may have.
We should be verifying what information when connecting with a new PC
SPELLING of name on the record
When putting in an escalation for an in-person attorney visit, we should not promise what?
A specific appointment date, time, or location
Which came first: M&M’s or Reese’s Peanut Butter Cups?
Reese’s Peanut Butter Cups - 1928
(M&M's came out in 1941!)
What to do if you have a hardware/Software issue
Submit an IT ticket
Who reaches out to the newly retained client first?
The assigned case manager
What to do with PC phone number
CONFIRM and verify correct phone number
True or False: Small habits make a big difference
TRUE
Which candy is known for having a hole in the middle
Life Savers
Where we transfer spanish speaking callers
Spanish Queue
How long does it take for the new PC to be contacted?
24-48 hours
Use proper _________ for all names, addresses, and notes
Capitilization
You can use this time to stretch your body to keep blood circulating
Breaks and Lunches
What candy bar has a caramel, nougat, and peanut center covered in chocolate
Snickers
Process for PDV retainer mailouts
Email PDV team at intakemgmt@parrishdevaughn.com
What are the CM's initial steps after contacting the PC?
Begin investigating the claim, contact the insurance companies, and make sure they are getting the medical treatment they need.
Verify the _____ ________ by reading it back to the caller to ensure it is spelled correctly
Email address
How to counteract screen stress
Implement the 20-20-20 rule (look at something 20 feet away, for 20 seconds, every 20 minutes)
What candy bar was named after the inventor’s family horse?
Snickers (again lol)