Ride Assist
TP has a window of 60 mins to pick member up from the time they call to activate the BLeg.
What is Will Call?
Something you should do as soon as the members' profile is loaded.
What is to HIPAA verify?
*Not doing so will result in an automatic zero.*
The Dept you call when you are having Tech issues
What is the IT dept.(866-779-5200)
*Notify leadership of what is going on*
The first thing you should do when you answer a call
What is the correct greeting? …and introduce yourself.(Thank you for calling..... my name is.....how may I assist you?
Time you get to yourself for emergencies
What is 9 minutes of personal time?
Member called to report that their TP is late in GA & FL ONLY.
What is Escalations?
Always call TP first.
Repeating the trip information back to the member as it is being booked.
What is to recap as you go?
The places where we can find contract specific information we may need while on a call with a member.
What are the SOWs and the UAG?
AHT
What is Average Handle Time?
Talk Time: Under 220 Seconds
After Call Work: Under 15 Seconds
Hold Time: Under 42 Seconds
The systems we use to keep up with everyone.
What are Teleopti and Nfocus?
Your daily schedule will also be located in Teleopti.
30 minutes to 3 hours.
What is the window to secure transportation for Discharge?
Something you must do after HIPAA verifying.
What is to check Rider and Trip notes?
The new phone system.
What is Five9?
Something that helps us understand how other people feel in order for us to best assist them.
What is empathy?
The GA cc director.
Who is Constana Seals?
Section where the TPs' number can be found.
What is right side of LCAD labeled Transportation Provider?
Something you must offer member at the end of the reservation.
What is the rider assist number?
Of course afterwards you will offer additional assistance and thank them for calling before disconnecting.
The instant messenger that we use to communicate.
What is WebEx teams?
You will be added to a general chat, similar to the one we have now. You will be able to ask any questions you have.
Procedure we follow when we get a none English speaking member
What is to dial the interpreter line?
9211
Pin is 901 then enter your 6285# and follow the prompts
The HR manager.
Who is Cynthia DeShields?
Cheat sheet on right side of LCAD.
What is the Quick Reference Guide?
Trip are placed in this queue if they exceed mileage requirements.
What is pending verification?
The system we use to clock in and out.
What is ADP?
Something we must do before placing caller on hold
What is to ask for permission?
Mrs. Smith may I place you on a brief hold?
Wait for them to answer.
Our core values.
What are Respect, Compassion,Reliability,Trust, Transparency, and Safety.