PPL
What are the departments of PPL? (Need 3 only)
Strategy, Client Services, Information and Assistance, Education and Support, PPL Learning, Human Resources, Information Technology, Payroll, Revenue Cycle Management, Accounting and Tax Compliance.
What are the 2 teams that are included in CDPAP?
What does CRM stand for?
Customer Relationship Manager
What is the amount of time you shouldn't wait while attempting to transfer a call?
You shouldn't wait 20 minutes for a supervisor
What is EVV and what is the use?
Electronic Visit Verification. A system used to track caregiver visits, often required by Medicaid to verify service delivery.
What are 2 of the PPL Values?
Committed to Our Mission, Integrity and Transparency, Reliable and Accountable, Widespread Inclusion, Fiscal Responsibility
What are 2 routes that initiates the Consumer Transition?
Consumer contacts PPL directly, The Consumers Current Facilitator starts a warm transfer to PPL, The Consumer’s MCO or MLTC starts a warm transfer to PPL, The Consumer is transferred to PPL from LDSS, PPL initiates transfer by making first contact to the Consumer
How do you know whether an email needs to be converted to a case or not?
If the question(s) being asked in the email are not anywhere to be found in the FAQ list
What are the 3 steps when it comes to a bilingual call?
Create an Escalation case in CRM, Assign it to the escalation queue, Send an email to the escalation team at cs-escteam@PPLfirst.com for a bilingual callback
What is an AR and what is the role of an AR?
Authorized Representative. Individual designated to represent and act on the individual participant’s behalf.
Funding that comes through the Center of Medicaid/Medicare would be considered what type of partner?
What is Federal
What are 3 of the counties people will be able to transition to PPL in starting January 20th, 2025?
Dutchess County, Orange County, Putnam County, Rockland County, Sullivan County, Ulster County
What are 2 things that you CAN send in emails through CRM?
Links to blank forms or the PPL website, Completed VOE's previously faxed or email by compliance, Paystubs, Completed fax timesheet, Completed enrollment forms
What are the 3 steps for Outbound calls?
Identify Public Partnerships, Identify yourself by the first name only, If the caller does not have their ID# we can verify their last 4 digit of SSN.
What does DD stand for and what are some examples?
Developmental Disability. Some examples include Autism, Behavior Disorders, Brain Injury, Cerebral Palsy, Down Syndrome, etc.
What are 3 benefits of the Time4Care app that might pop up on a participant or caregiver's phone?
Reminder to submit timesheet, Timesheet submission and approval alerts, Timesheet error checking, Offline time entry, Simple calendar interface, Privacy features, Documentation, Instant timesheet approval, Works right in the MyAccount/BetterOnline portal
What are the financial and administrative obligations that the FI steps in to handle in CDPAP?
Payroll and Tax withholding, Benefits administration, and Compliance Assistance
What are the first 3 steps for sending a Secure Email through CRM?
Make the Subject - "SECUREEMAIL", Encrypt, Sensitive Information
What are 2 Efficiency and Communication Skills within Five9?
Was the case documented correctly? Was the Five9 call disposition?
What is the DOL and what is the purpose?
The Department of Labor (DOL) administers federal labor laws to guarantee workers' rights to fair, safe, and healthy working conditions, including minimum hourly wage and overtime pay, protection against employment discrimination, and unemployment insurance.
What are a few of the Services that the Third Party Payment includes?
Invoice Processing, Compliance, Payment Processing, Record Keeping
Where would information about receiving CDPAP Services be found?
NY Department of Health Website
How would you add an activity through CRM?
Go to Contacts, Summary, Timeline, Type Note, Click "Add Note"
What are 3 steps you select when transferring a compliment call in Five9?
Select CL1, Select Warm Transfer, Select Complete Transfer
What is MCO and what does it do?
Managed Care Organization. Health plans providing Medicaid services, sometimes involved in CDPAP/CDS programs.