HRA ALERT

Talking points

100

How many questions will you ask in the HRA assessment?

• The assessment is an 18-question comprehensive survey of a member's functional and health challenges/gaps.

200

What type of plans requires to complete the HRA? 

• Members who are enrolled in Special Needs Plans (D-SNP and C-SNP plans) are required by CMS to complete a Health Risk Assessment.

300

What's the name of the Mentor Document you will use on HRA calls? 

 Health Risk Assessment Medicare Overview

400

What is the goal for Adherence rate? 

90%

500

We should mark delivered when: 

A:  Completing the survey with the member

B: Transferring the member to the inbound HRA line

C: Providing the member with the self-service options 

D: All of the above

D: All of the above

Talking points

100

Incomplete surveys should still be submitted?

TRUE

200

Can member complete the survey only over the phone, or are there other methods available? Explain why you believe this? 

Online: www.humana.com/survey 

300

First and last name should always be entered in the survey. True or False?

True 

400

What is the goal for Delivered rate? 

45%

500

In how many days the member will receive follow up regards the HRA assessment? Who will contact the member?

Care Management. Within 90 days.

Talking points

100

If the HRA link it's not showing what we should do? 

Transfer the member to the phone number listed in the Member due for HRA alert.

200

On which tool we find the link to complete the HRA assessment? 

Debut 

300

While completing the survey it is important to show empathy, yes, or no? Explain why?

Yes

400

What are the questions that are not required to be completed? 

 1, 17, and 18 are not required to be completed.

500

What does HRA means? Explain what it is. 

Health Risk Assessment Medicare 

• HRAs help Humana understand a member's medical needs to provide specialized programs that target those needs.