Check Medic
What should you do if a provider cannot confirm their company name over the phone in CheckMedic?
Confirm PII
What do we tell a caller when the file has a good application, has been moved to New VC, and is awaiting to be assigned?
"We have everything needed at this time. If the credentialing coordinatior needs anything additional in the future they will reach out directly using contact information on the application."
True or False? Can we see if a provider has an active subscription?
What is False?
How many employees does Verisys have?
What is 491?
When creating a ticket, who is required to be listed as the 'Assignee' and the 'Reporter?'
Initially, the agent creating the ticket should be listed as both. Later, the Assignee can be transferred to another agent if they are taking over. Reporter should never be changed.
Remember: CASE TICKETS SHOULD NEVER BE LEFT AS UNASSIGNED.
Can an admin submit an application for a provider?
No, providers have to submit their own applications
What does PSV stand for?
Primary Source Verification
What is the sign and release queue?
Where an application that was queued for submission by the Admin goes.
What year were we rebranded?
What is 2007?
When is an internal comment required?
To document additional interactions, to add closing statements, to add weekly updates, to request additional assistance, and to reply to the team if additional details are needed regarding the case ticket.
What is the average turnaround time for a Walmart new-hire?
5-7 business days.
True/False Verisys provides the paperwork needed for a facility’s site survey.
False
Who updates the status of the application?
What is the the Healthplan?
Who founded Verisys?
Who are John O'Shaughnessy and John Benson
How do we link two tickets in JIRA?
Click 'Link Issue' (upper left) > Change 'Is Caused By' to 'Includes' > Search and click on issue > 'Link.'
Are we able to activate or deactivate accounts?
No, we should refer them back to the health plan.
How many years do we need for the NAPB report?
10 years
What is Generic Blue used for?
Locating providers to find which website they are on.
What year was Verisys founded?
What is 1992?
How do we link a ticket from JIRA to Front? (Ex: email).
Click on 'JIRA' on the side bar (bottom right) > 'Search' > Type 'Contact Center' under Project > Search the issue name > Once an issue loads click the three dots to the right > 'Attach Issue.'
What MedPass status is used for high risk providers due to the assess results that were returned?
Pre-Adverse/Adverse
True or False, If a file has a resolution of Profile Mailed this means we are needing an application to get our process started?
Can we send subscription codes whenever people ask for them?
No, except in very rare cases.
What was the original name of the company?
What is GMS?
What is the difference between a cancelled ticket and a closed ticket?
Canceled Tickets
A ticket should not be moved to ‘Canceled’ status unless:
Test tickets were created for training
Approved by the CS Manager
Note: As a department we want to avoid canceling case tickets.
Closed Tickets
All incoming interactions need to be documented. After a case ticket is completed and inquiry is successfully worked and fully completed, then the ticket will be moved to 'Close'.