Stakeholder Chats
Where do you look to find a list of people to include in a stakeholder chat during an outage?
CIM OneNote -> AQR -> Key Contact List
For the morning email, when listing a status for an engagement that we did NOT alert on, what do we put in the "Clients Alerted" column?
No Alert
When unable to ask questions on the line, what is another way to go about getting questions answered regarding impact?
Ping EOCC leader on the call
What type of outage(s) do we alert on for DoD?
Claims/CDH
True or False: I can take PTO during 1/1.
False
During an internal C360 incident, who should be included in the stakeholder chat?
Matt Gallaher, Jeremy Nelson, Angie McVey, Joseph Richardson, Blake Carr, Heidi Hartman, Vijaya Hariharan, Mary Dupuis, Jamie Netzinger, Dan, Yvette, Lana, Jen, Secondary, Approver
If we receive an email regarding a clients planned maintenance regarding connectivity, what are your next steps?
Where can you find a list of questions to ask on the line to establish impact?
Within the engagement page, AQR, SOPs on Sharepoint
Where in the alert tool would you find a client list for a specific outage type?
Applications tab, bottom right box "Clients Impacted by this Application"
What are steps you should take to prepare for your overnight primary shift before logging off at 5 PM?
Refresh VPN connection, have alert tool open, OneNote, and MINC Portal open
During a CTE incident, who should be included in the stakeholder chat?
Anoop Arora, Dan, Yvette, Lana, Jen, Secondary, Approver
If a client emails you a question about the planned events email that comes from our team inbox, what do you do with it/who do you send it to?
Forward to Tony, Yolandi, or Ryan (planned events team) or ping one of them on the side
What step(s) do we take on the line if alerting multiple clients on an M3?
Announce on the line to EOCC that we have alerted multiple clients and let them decided if the INC needs escalated to an M2
What is the default next update timing for a single client CDH issue (vendor owned)?
Upon status update from vendor
Yes
During a Member Web incident, who should be included in the stakeholder chat?
Ravi Thatikonda, Dan, Yvette, Lana, Jen, Secondary, Approver
If an AM/client emails asking if there is an outage/issue with an app, what is your next step?
Reach out to EOCC, respond to the email asking when it started and how many users are experiencing the issue, etc.
What does CIM team do when we are paged out on a DoD, we join the line and the issue is already resolved?
We will not alert (regardless of ownership)
If the issue lasted less than 30 minutes, disengage
If the issue lasted longer than 30 minutes, send Geoff Baker and Dan Jensen an email giving them a heads up with the following details:
INC #, start time, end time, impact
In what situation would be possibly use a yellow banner alert?
If we're in a state of continued monitoring, but not yet resolved in an incident.
At the end of the day, where does the primary communicator look to see what possible ATC changes are going in that night?
Daily Change Management Report Dashboard
During an eSD internal (Global PBM) incident, who should be included in the stakeholder chat?
Chris Binckley, Dan, Yvette, Lana, Jen, Secondary, Approver
An account manager emails asking to be removed from a distribution list, where can you find who the owner of the list is? (internal and external)
Internal - search for list in outlook
External/client - check J2
If they announce on the line there will be a PIR, what should you do with that information?
Send a message in CIM chat with PIR time and line.
If there is an overnight CTE incident that is still going on when logging in at 8 AM CT, what is the start time for the incident?
7:00 AM CT
Who is the vendor manager contact for WG client Priority Health? Where do we find this information?
Ops Insight, Shelley Wright