Complaint 101
I can find all subtypes in this document.
What is the complaint matrix?
I need to see if this member filed a complaint.
What is Salesforce?
All training material is located in this folder.
What is the Coordinator Training Material/Resources?
This classification was introduced in April 2024 to streamline how low-level concerns are handled, requiring fewer steps and allowing for faster resolution.
What is a one-pager?
Network Success added their provider feedback so we can close our case.
What is a clinical intervention?
I need help, this device is irritating my skin.
What is the cECG lab?
Subtype Unwanted verbal communication, coercion, prejudicial treatment of self by the clinician.
What is Discrimination?
When reviewing a complaint in salesforce, this tab is used to locate the clinicians case history?
What is the Account Name?
When investigating a member complaint, this is the first step a coordinator should take before reaching out to any internal teams, ensuring the concern is supported prior to escalation?
What is reviewing details in scheduling 2.0, CDI and pull any relevant call recordings?
After a clinician receives a second valid no-call no-show complaint within six months, this specific action is required within seven days.
What is completing a training module?
If the appointment occurred yesterday and it's the clinician's third complaint within 6 months, this is the next step according to the escalation protocol?
What is escalating to "Non clinical Admin" Recruiter?
According to best practice, when communicating with a member who is frustrated or upset, this should always be used to help de-escalate the situation and build trust.
What is empathetic language and a calm, professional tone?