HODGEPODGE
Member, Pharmacy, and Provider.
What are the types of calls we will be taking.
This should be an average of 2 minutes.
What is hold time.
What is C.A.R.E.
First & Last Name, Phone Number, or Mailing Address along with Prescription Name, Disease Condition, etc.
What is PHI?
"Reimagine pharmacy solutions to provide the care we would want for our loved ones".
What is Primes Purpose?
This is a third-party administrator (TPA) of prescription drug programs for Medicare, Medicaid, and other insurance plans such as those provided by an employer (Commercial Plans).
What is a PBM.
This button is used when you need to snezze, cough, etc.
What is the Mute Button
This can be heard in your tone?
What is your smile
This is referred to as Personally Identifiable Information.
What is PII?
What is Better U?
Do not use this app for Genesys Cloud access
What is Desktop App.
While brief pauses are normal, this can give the impression that you are disengaged, potentially reducing trust and comfort.
What is Dead Air
Thank you. May I. You are welcome. Please.
What are pleasantries.
When a member calls in, how many pieces of reliable personal identifiers before we share PHI?
What is three?
This site will list all of your available apps.
What is the Apps Dashboard?
Lighthouse Services Website or 800-474-8641.
What is the 24-hour Anonymous Compliance Hotline
This should include, thanking the caller for contacting us, introduction of yourself, title, organization and offer of assistance.
What is the Greeting.
Connect Quickly, Sound Confident, Take Responsibility, Set Expectations, and Keep Promises.
What are the 5 Components in the C.A.R.E Model
What order should the identifiers be asked?
What is Member ID, Member full name, DOB, etc?
Employer, HealthPlan, Government, and Medicare.
What are Prime's Four Market Segments?
GNINIART
Use and appropriate greeting within?
What is 3-5 seconds.
This should be given within 3-5 seconds of the call?
What is an appropriate greeting?
Any organization or person who works in or within the healthcare industry or who has access to protected health information.
What is -who needs to comply with HIPAA
Here, you'll find all the information and resources you need to confidently create withing the Prime Brand.
What is Brand Resource Center.