Tasks
What task do you create in TruCare when crisis criteria was met, but the caller was not transferred?
Welfare task
What SOP should you follow for Disney documentation?
Behavioral – Disney Account Specifics
If you call the member and they answer, what do you do with the 100% follow up task?
Add a task attempt and complete it
What calendar do you schedule LTC consultations on?
BH Navigation Outlook Calendar
What do you do with a duplicate 100% follow up task?
Cancel it
Where should we be documenting Disney HMO members?
CAMS
When should Careforth be offered?
If the customer accepts additional follow up
What email bin do we use for Orange County Sherriff's office and Progressive?
confidenavigator@cigna.com
What do you do with the 100% follow up task if there is no customer contact information?
Update the task description: CC unable to follow up due to no contact information available, and then cancel.
In TruCare, what is the name of the assessment CCs use to document?
BH Navigation Care Coordinator Assessment
How many outbound call attempts do you make for WPO members?
Two
At what point do you send the customer a survey?
When no additional follow ups are scheduled.
In a scenario where you need to Cancel a task due to no follow up, what should you never do before Cancelling?
Never add a task attempt before Cancelling a task
In TruCare, what is the Case Type & Case Name CCs should be using?
Case Type: Behavioral/EAP/Navigation
Case Name: BH EAP Nav
What four places can you check to gather customer contact information?
What to do if a Disney Advocate is supporting a Claims Research Request and has additional follow up scheduled?
Pend your task every 3-5 business days to check if claims research support is complete. Once their support is complete, you will follow up within 3-5 business days
After scheduling an LTC callback request, what task do you create and what queue do you assign it to?
LTC Telephonic Consultation Task & BH EAP Case Coordinators Queue
What action/result codes are needed when documenting Disney HMO members in CAMS?
ROC 1
Action Code:
Confide/Nav Intake or Confide/Nav Non-Intake
ROC 2
Action Code: Confide/Nav Follow Up
Result Code: Choose appropriate option
How many days is verbal permission good for?
7
What form is needed if an adult wishes to generate an authorization for another adult?
Personal Representative form