"I Have Issues"
336-749-4358
What is Donna's telephone number? Please text for any unplanned absences or technical issues
What is the greeting or introduction?
Hypertension
What is a medical condition? Document under conditions.
This is where it's located.
What is the left side of the member's record?
Can you prescribe a medication for that?
What is "what we can do is triage your symptoms and make recommendation on where to seek care"?
Help! My laptop has blacked out and it will not turn on.
What is text Donna and let her know you are having tech issues, then call HD?
"I am sorry you are experiencing this" "I can assist you with this"
What is Empathy?
Cough
What is a symptom? Do not document under conditions.
Click this link on every call.
What is the Consumer Dashboard to see if the member has clinical gaps?
I can't hear you.
The sound is going in and out on my end. Can you hear me?
I woke up and it's a "Nope, Not Today!" Day.
What is text Donna and let her know you will be taking unplanned PTO?
What is assessing stability on what symptoms the member is calling about?
Diabetes
What is a medical condition? Document under conditions
Annual Wellness or Annual Physical
What is a Clinical Gap?
I'm not able to provide claim or benefit information at NL
I can connect you with Customer Service. They can provide you with this information.
I came back from lunch and my computer screen is blank.
What is text Donna to let her know you are having tech issues, then call HD.
May I please have your current full home address including zip code?
What is HIPAA verification?
You are being treated by a medical provider for this?
What is a medical condition?
Have you had your flu or pneumonia shot this year?
What is Clinical Gaps?
"Hold on a minute"
What is "Please give me 2-3 minutes to get you connected"?
I need a WOOSAH-15 after having a pretty emotional or extremely irate member.
What is text or ping Donna through Teams for some time off the phones?
C.A.M.P.
What is review the member's conditions, allergies, medications and providers?
Pregnancy
What is a medical condition? Document under conditions.
Gaps in Care
What is annual eye or foot exam or vaccinations or preventive screenings.
After 3 minutes on hold . . .
What is return to the member and say, Thank you so much for holding, are you ok to hold 2-3 minutes more?