HAP
Who is the Director of Customer Service?
Venus Pope
What is considered the bible of Customer Service?
What is the Call Handling Procedure?
What intent should be used to document HEDIS gaps?
What is the GSR.
Which tool should CSS use daily to determine the steps to complete something?
What is OneNote.
How does a CSS sign into CareRadius?
What is the network username without hap.org and the network password.
Who is HAP's overflow customer service vendor?
Sagility
What is the required greeting for HAP Customer Service Specialists?
What is "Thank you for calling HAP Customer Service Department, my name is ____, how can I make your day better?"
Which intent should be launched for someone calling to recognize a HAP CSS?
What is the compliment intent?
Which tool must be used to locate an EOC?
What is Corporate Applications?
What is required always when finished looking at a member in CareRadius?
What is x out of tab that contains member name in the web browser.
What two operational call centers are there at HAP?
What is Member Services and Provider Inquiry
What are the hours of operation for Government Customer Service from October 1 through March 31st?
Which intent should be used when a member wants to change their communication preferences?
Wat is Update Member Profile.
Which tool should be used to check if a procedure code requires a prior authorization?
What is the Procedure Reference List (PRL)?
How does CSS properly close out of an authorization, grievance or appeal?
What is selecting close in the grey bar to unlock the account for others.
What two cities does HAP have a lobby in?
What is Troy and Detroit
Who is the manager of Customer Service?
Who is Kristen Pore'.
Which intent would be used if the caller cannot be found in Pega?
What is Unaffiliated Caller?
Which tool should be used to determine if there is certain criteria required to be met for a specific service?
What is the Benefit Administration Manual?
What is required to do to ensure CSS sees all authorizations, appeals and grievances for a member?
What is remove the filter date and select apply filter.
Who is the Vice President of Consumer Operations?
Who is Heather Spencer.
What is required for CS to close a call?
What is to ask the caller if there are any other questions or benefit questions.
What should be done in Pega when a caller is part of an employer group and supposed to already be active, however is not showing up in Pega?
What is document an Unaffiliated Caller intent and launch a GSR to route to M&B.
What is the tool to use if you are checking for missing preventative services a member has?
What is HEDIS gap search.
What vendor handles authorization requests for musculoskeletal and cardiac procedures?
What is Turning Point.