Ownership
If the member has questions about their dental coverage, who do we transfer them to?
No one. We look that up for them.
What is the KM number for the NBA Index
KM1229827
What is the difference between empathy and sympathy?
Sympathy is feeling sorry. Empathy is understanding and relating.
If the member is asking about their Vision Benefits, who would we transfer them to?
No. we look that up for them.
Who does the paperless and text script target?
Members who have not opted into paperless or text yet.
Which calls do we HIPAA verify on?
ALL calls
If the member is calling about an utility payment, who do we transfer them to?
Solutran
The Flu shot NBA is for?
to remind member to get their annual flu vaccine
Give me an example of a connection statement?
How's your day going?
How's the weather?
If a member needs to schedule a ride to a doctor's appointment, who do we transfer them to?
Transportation department (Saferide)
When we offer the Housecalls NBA who do we need to transfer them to?
Housecalls departmet
What do we need to do with the AI notes before we close the case?
review the notes and edit/add to accordingly.
If members have questions about their diabetic supplies, who do we transfer them to?
No one, we look that up for them.
What is the blood sugar NBA for?
To educate members and offer to schedule their blood sugar test.
What is our branded closing?
Thank you for trusting UnitedHealthcare with your Medicare Experience.