Knowledge Base
What KB would you use for members who need assistance locating their online assessment?
KB0087780 Digital Post Material Delivery
True or False - You need to add the additional non-member note to an account that was not scheduled with a non-member
False
True False. Is the plan branding correct in interaction scripter
True with recent update.
Outbound or Inbound Greeting - Thank you for calling HouseCalls. My name is Margo. How may I help you today?
Inbound
What does EAP stand for and how can you reach them?
Employee Assistance Program, 866-781-6396
Where do you find the instruction to log off properly?
KB0023547 - How to properly Log off From interaction Scripter and interaction Desktop.
Is the rewards card information a form of reluctance?
No - must give another reluctance statement
Which KB show how many decline statuses are in interaction scripter?
KB0023498
where do you go to find if the rewards card was sent out?
Rewards card tab
Name the new holiday that everyone received starting 1/1/2024?
Floating
What KB do you use to find out which form you need to submit?
KB0073909 When To Submit A Form
True or False - For non scheduled OB calls you do not have to give the TFN?
True
What steps do you take in interaction desktop after an OB call before going to break
Hit coffee cup
Status call
Select break status
If a member calls in and wishes to not see the LMS again what tab do you go to to disassociate?
Provider Affiliation
What are the perks of using Rally?
Free rewards money and Health screenings.
Which KB do we use for rewards card troubleshooting?
KB0078729 Rewards Card Decision Making Tool
True or False - Is It required to provide the recording disclosure verbatim?
True
When do you schedule a call back in scripter?
Same day call back
What steps must be taken to properly schedule an interpreter visit?
Select No to Does member speak English Question
Select the language the member speaks
Ensure the interpreter required radio button is yes (this is automatic)
Where do you find the attendance and bereavement policies?
In Sparq
Bereavement Time Off Policy–U.S. (sharepoint.com)
Which KB would you find the Call handling Process Exceptions?
KB0096399 call Handling Process Exceptions
True or False - HIPPA Disclosure - "I would like to advise you that this call is being monitored for quality purposes"
False
What status do you go into in Desktop for mental health break?
Team Meeting
What is the ineligible script?
Thank you for your interest in HouseCalls.”
“Before scheduling a visit, we encourage you to speak to your doctor to determine if a HouseCalls visit is right for you. Your doctor may want to discuss other clinical programs or routine health care benefits that are available to you. We value the relationship between doctor and patient and encourage your doctor to be involved in making your health care decisions. Please discuss your interest in HouseCalls with your doctor and call us back to schedule a visit if your doctor believes a HouseCalls visit is right for you.”
Who is your first point of contact??
Your Supervisor