Enter Title

Calls, Callback and Transfers

100

This includes my name and Humana

What is a greeting

200

This is the number of times I attempt a callback when I call has been DC in Error

What is 1

Rationale: We are an IB call center, so we need to be available to providers calling in.  In many cases the providers are already calling us back.  

300

When the call is finished and I am not transferring to another dept I sent the customer here

What is the VOC 

Remember to give the survey 

400

This is the time you can log off your phone for the day

What is the end of your shift

You have to say on que until your shift ends.

500

Keeping a handy dandy list of often used phone numbers is a huge NO NO I should use this instead

What is the call transfer or phonebook

Rationale: phone numbers can change as can extensions

DIG

100

We use this to see if auth is needed  

What is DIG 

Processes=Referral Auth EDGE

200

We use this to log into CRM

What is DIG

Initial Sign on= CRM Edge

**remember this will open all the systems, the more you choose the longer to open.  I personally use for CRM 1st thing in the morning

300

I can use this to find a Procedure Code

What is Procedure Code Search

Remember, it will bring up the codes provided it will not bring up related codes or alternate codes

400

Providers can use this self-service method

What is Availity 

500

This self-service option gives GENERAL or non-specific information

What is provider.humana.com 

Name the Doc

100

The provider never wants Justin Case back in his office

What is Provider Issues

200

This document includes a hyperlink to the Benefit Grid for KYMCD

what is the KYMCD Overview 

300

This document provides clarification on what information can be released 

What is HIPPA Overview

400

This document assists providers in locating the details of their payments and changing payment methods. 

What is Locating Payment Information

500

This document is a starting point

What is Document Index PCC Provider 

Hoots and Giggles

100

This gives me $100 and matches $20

What is Secure Save

200

I can get points, track healthy habits, requests friends, and join challenges

What is Virgin Pulse

300

This is where I submit time or view my paystub

What is Workday

400

I have to submit my hours by this day or risk not getting paid

What is Monday by Noon

The best time to submit at the end of shift on Friday

500

By comparison these 2 are the best EVER 

Who is Tina our Facilitator and Karen the producer