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Call Miner
Random
Account Audits
Livevox Codes
Important
100
How many minutes do you have to state the FCC statement? 

1 minute

100

What "script" is used when we self direct?

Consultative Talking Points

100

How much points is "Compass Processing" worth?

12 points

100

Finished incomplete screen means?

Moving forward, you will ONLY mark calls as ‘Accepted Case’ if you completed a full screen start to finish.

100

What is needed to pass PHI/HIPAA? How many minutes do you have to say it? 

Parent's first and last name/member's name, DOB and full mailing address - child

First and last name, DOB, mailing address - adult 

2 minutes! 

200

What are the 2 phrases needed to achieve a 100% in the SOS Third Party Contact section?

"Third party" and "Friend or Family Member"

200

Whom can we offer the 1696 to?

All adult cases (except CHMP cases), pending child and adult claims 

200

Call/Case note must specifically state whether the case is being?

Accepted or self-directed and the reason why

200

Closed Consultative means?

You completed a screen, self-directed, consultative talking points were given.

200

Which Health Plan currently warm transfers from HP rep to opt-in if we don't have the opt in form?

FCNY

300
Livevox code for non-English calls? 

Do not speak Enlgish 

300

What does UHVA Medical Complexity mean?

This is a reminder that we should be completing a medical complexity screening for United HealthCare Virginia (UHVA). The attached excel spreadsheet outlines the questions that we would be required to ask when the flag on the account prompts us to complete(this will be red in the upper left hand corner just like pending apps).

300

"Enough Info" At a minimum, the following must be gathered for adults?

Adults: 2 ADLs, 1 limitation, 1 symptom with frequency, treatment source info

300

Not Interested means?

Member not interested at this time BUT agrees to future follow-up.

300

All Federal tax refunds and advanced tax credits received are not counted for how many months?

12 Months

400

What are 2 different phrases for SOS Ownership?

  • “I would be happy to…”
  • “I will be able to…”
  • “I will follow up with…”
  • “I can definitely…”
  • “I can check on that”
  • “I can connect you…”
  • “I can suggest…”
  • “I’ll go ahead and..”
  • “Let me help you with…”
  • “Let me make sure…”
  • “Let me look and see…”
  • “We are here to help”
  • “What I can do is…”
400

What is the max hold time to put someone on hold?

2 minutes

400

Enough Info - At a minimum, the following must be gathered for children cases?

1 symptom with frequency, 1 limitation, Milestones/GABS, and treatment source info

400

Call Attempted means?

Left voicemail / Dead air / No answer / Call Disconnected

400

We accept most HP Member pending cases.  What pending cases do we not accept?

ALJ Pending Cases  

500

What is our team's Call Miner Scores Month to Date 3/1/2023-3/24/2023?

Team is: 96.56!

500

What are the 2 reasons why the SOS of the rewire error would have to work their own error?

Job error and Identification such as incorrect name/spelling, DOB, or SS#

500

All "blank" must be listed with name, prescribing doctor, and reason

Medications

500

What is a passing score of Call Miner? 

92%

500

What is the current weekly incentive?

PHI, FCC, Politeness and last but not least…


Third party!