Peer to Peer
Do not use this phrase
What is recommended denial?
Logging a phone call in Salesforce using this tool
What is the call log tool?
a PDF containing the details of your service request
What is a Service Summary?
A 97% phone interaction or higher
What is "Exceeds Expectations" ?
A platform used to submit prior authorizations, check status and edit authorizations
What is Cohere's portal?
The tool used to assist with scheduling P2Ps
What is the Peer to Peer Scheduling Assistant?
Every caller first goes through
What is the IVR or IVA?
The phone number 866-203-9275
What is HealthPartners phone number?
The agent must ask for and confirm the health plan or payer organization at the start of the call on Inbound calls.
What is Q3? (Call opening and branding)
A platform used to log inbound phone interactions, process claims and schedule Peer to Peers
What is Salesforce?
Fill in the blank.
Before we proceed in scheduling your appointment and to be sure we can meet your needs, may I have the ________ you or your Provider is currently in?”
What is Time zone?
"Authorization is based on information provided; it is not a guarantee of payment. Billed services........"
What is the “Successfully submitted” disclaimer?
You can view newsletters in this Confluence space
What is the intake launchpad?
Ensure PHI is only provided to verified individuals and is securely transmitted (e.g., avoid unsecured email or fax lines).
What is Q6? (Authentication and Compliance)
When Cohere was founded
What is August, 2019
There is no P2P availability in OnceHub, use the Workflow at the top of this channel
What is FCR-request-support channel?
A key contact center metric measuring the total duration of a customer interaction, typically averaging around 6 minutes across industries
What is AHT? (average handling time)
You will be able to see all requests for a patient, submitted from all users at your facility
What is a Patient summary?
The agent sounds dismissive, frustrated, or rushing caller during the call.
What is Q21? (Soft skills and Professionalism)
A world in which patients, their healthcare providers, and the patient’s health plan are aligned on an optimal care path—one that drives the best possible outcomes at the lowest possible cost, with the least possible administrative effort.
What is Cohere's Vision?
When a provider doesn't receive a call or there's no time available, This person will attempt to schedule a Manual P2P for the Specialist.
What is a Gatekeeper?
The essential tasks a call center agent performs immediately after a customer call ends
What is ACW? (After call work)
You can edit everything in a request while it is in this status
What is Draft status?
>92- <94
What is "Needs improvement"?
To simplify healthcare by enabling patients, physicians, and health plans to efficiently collaborate on getting the right care at the right time, place, and value.
What is Cohere's Mission?