You called me
Tell the patient that you will call back with an interpreter
What is the Language Line
The member asks you how much dental coverage they have left for the year.
Who you gonna call?
UHC Customer Service 877-370-2843
Sandy, Tom's wife answers the phone and would like to complete the call for him
What is Authorized Representative
Member states that they don’t have an email, needs assistance with transportation.
What is to escalate
Have you run into any issues getting appointments or did you have to wait to get an appointment for routine care?
What is Access to care
During your call the member verbalizes she is not feeling well and isn't sure if she should call her doctor to schedule an appt, go to urgent care, or go to the ED.
Who you gonna call?
Nurse Advice Line (877) 365-7949
Jackie states, "Stop calling me!"
What is Do Not Call
Member states that she really loves her PCP!
What is to not escalate
We’re almost done. Do you have any questions, so far? We just have a few more topics to cover.
What is the time check
The member asks for your assistance to schedule an in-home annual wellness visit.
Who you gonna call?
House Calls (866) 276-3475
Measures member experience related to physical and mental status
What is HOS
Member has been waiting for a referral for 2 months has not been able to get a hold of PCP.
What is to escalate
Are you satisfied with your overall healthcare?
What is Dr. Satisfaction
You are pinged by your colleague to assist them in calling 911 for an emergency their member is having
Who you gonna call?
UHG Local Dispatch Center (714)988-4059
Measures member experience with Providers and Health plan
What is CAHPS
Provided member with HOS education on fall prevention and pelvic floor exercises via email.
What is to not escalate