Processes
This is how you will know if you need to PAUSE/RESUME transfers to SOS
What is EMAIL
Eligibility screen is the __ step of the full Disability Screening process.
What is FIRST
How you should respond when a concerned member asks "How did you get my info??"
What is Advise their health plan has contracted us to reach out to their members they feel may qualify for benefits
This is where you will click to begin Eligibility Screening.
What is the TASKS box
You can always speak with a member's spouse.
What is NO, you must get member's verbal consent
The FCC, which must be given within the first minute of every call.
What is the recorded call disclosure?
During screening, the member tells you they are currently receiving SSD and want to know if they will still qualify for SSI.
What is YES, they could still qualify for the combined income of SSI up to $794.
This is the most important element to ensure the member and Call Miner can understand you.
What is speaking in a clear, even paced tone
The account note should always be placed here.
What is the Primary Contact
Outreach Specialist: "Do you work full time earning more than $X per month?"
What is NO, should be two separate questions
The two main forms of PHI we want to verify within the first 2 minutes of every call.
What is the DOB and Full Address?
You should never say this to a member regarding their eligibility.
What is implying they DO qualify for benefits
MAY qualify
POTENTIALLY qualify
Irate member asks that you do not call them anymore.
After marking the Eligibility Screening as COMPLETED, you should then press this instead of 'next'.
What is Go To Summary Page
If a member hangs up on us, we will try to call them back at another time.
What is NO, we will only call back if there are obvious technical issues. If a member hangs up, they are placed on DNC list
The next step when a member DOES qualify for benefits
What is Transfer to an SOS to complete the screening?
How you would respond if member advises they have a rash and it will last at least 12 months.
What is Continue the screening, we must go by what member says.
SOS will determine further eligibility
The reason the members should work with us and cooperate with our screening.
What is We assist the member with the application process and submit on their behalf
For transfers and scheduled call backs, this is who you will change the account owner to.
Who is Judy Schraft?
You can deviate from the script as long as you hit main talking points.
What is NO, scripts must be read verbatim to ensure consistency
A member's health plan requires a written Opt In, this is where you will have that documentation mailed if necessary
What is the Correspondence Library
Member advises they do not have an official diagnosis yet.
What is Diagnosis is NOT required to determine eligibility
FORD Elements
What is Family, Occupation, Recreation, and Dreams
When scheduling an SOS callback, the HP Referral Priority must be set to this.
What is Reengage
What is NO, CONSULTATIVE talking points (ask to follow up in 60-90 days)