You put in a case for ALF (research), home care (research), Meals on Wheels (FCR), and a BTW on long-term care planning (FCR). How many FCR tasks are created?
One
SMRA, ILF, CCRC
Which company gets all of their cases sent to Editing with "Priority" in the subject line?
Amazon
True or False: When you spell back the participant's name during the call, it does not need to be spelled back phonetically
True
You must enter "Late Arrival" in Calabrio if you are at least __ minutes late
One
Which EAP does not receive email surveys?
Bright Horizons
What are the two newest/updated provider form templates?
Meals on Wheels and Private Pay Home-Delivered Meals
If you put a participant on hold, you must reach out to them every ___ minutes that they are on hold
Two
If Calabrio shows you as "Web Requests", what aux should you be in?
11
Where do you look to see if a BCC is required before sending an FCR?
Nuances
A participant calls at 9:00 a.m. on Monday needing home care for their mother who is being discharged at 4:00 p.m. on Monday or 8:00 a.m. on Tuesday. In this instance, is it most helpful to create a research case or FCR?
FCR
Name two services that are (typically) covered by Medicare
Give an example of a closing statement used at the end of the call
Hint: This is separate from asking if there is anything else we can do for them
We are available 24/7, thanking them for calling, etc.
What aux should you be in when making a follow-up call?
11
What does FCR stand for?
First Call Resolution
During an internal transfer, you do NOT need to read the call recording and confidentiality statements if _______________________
You confirm that the consultant has read both statements to the participant
Name 5 national home care agency chains
Home Instead, Visiting Angels, BrightStar, SYNERGY, TheKey, Griswold, Right at Home, Comfort Keepers, ComForCare, Senior Helpers, All Ways Caring, Help at Home, etc.
Give an example of "internal jargon"
Survey, UCMS, referral, acronyms without explaining what it stands for/means (CCRC, SNF, GCA)
What aux should you be in when calling the pt back after the call dropped?
10
In accordance with our compliance standards, what percentage of your research cases that you create should include an FCR?
20%
You receive a call from a participant seeking child care resources. Name one of the three EC consultants who is trained on the child care queue
Brittany, Selina, Bernie
There are no Aging Life Care Professionals within 100 miles of a participant requesting services for her elderly mother. What is a good alternate?
Non-profit case managers, county case workers, virtual ALCP
You must always phonetically spell back the _______________
Email address
Your shift starts at 9:00 a.m. You end up feeling sick and need to leave at 12:00 p.m. What exception do you use in Calabrio?
Unplanned Time Off