ICAS & YOU
True or false: ICAS charges cancellation fees for no-shows/ missed sessions.
ICAS never charges for missed sessions. Depending on the circumstances, it may come off the number of sessions available.
You just got the Verbal Yes - woohoo! What is the very first thing you should do?
Use the Verbal Yes + Add't
You must complete the internal transition doc + configuration sheet
Are Eligibility Files really necessary?
YES. Eligibility files are required for every customer without exception.
Generally, when is the Product Roadmap released?
Usually at the beginning of the year (Sometimes during PKO!)
True or False: ICAS offers therapy for children and teens globally.
False - therapy for children and teens are regulated differently from country to country and there is no blanket offering provided by ICAS.
What's the role of the File Integrations team?
Leads the process of setting up the Eligibility and COBRA files with the customer and/or their vendors
What is the deadline for a test file for an EAP + HPI launch?
60 days prior to launch.
What would you do if a prospect/customer asked you if a service or option was available soon?
Who manages the addition of any NEW countries to a customer's configuration or changes in headcount?
The CSM
What's the role of a Customer Success Manager?
Supports IM during implementation and leads the Care Programs Overview meeting and Lyra 101’s prior to launch
This will most likely result in a delay to their launch date and could pose a risk to your deal.
For Ad Hoc product customization requests, what should you do?
Connect with your PTD/Manager and then connect with the Deal Desk
Name 2 additional value-adds provided by ICAS international support
What's the role of a Member Marketing Manager?
Each customer is assigned a Member Marketing Manager. Depending on the customer tier, the MMM will lead the Implementation Marketing Meeting with the customer. The MMM owns the creation of launch marketing materials for the customer.
What do the PDs need to "Identify" for the File Integrations team?
The Customer's Eligibility File Vendor
True/False: The PM team may request to join a call to learn directly about a request from a prospect/customer
True!
True or False: ICAS can support critical incidents globally, committing to onsite support ranging from 24-76 hours from the reported time of the incident depending on where it occurred.
True!
What are the 3 main discussions that PDs are responsible for managing?
Managing the Legal, Security, and Contracting discussions
Name two teams that rely on the Eligibility File:
Billing Operations
Finance
Business Operations
Care Team
Marketing
What are 2 ways you can provide feedback to the Product Team?
Salesforce
Your PTD
Quarterly Field Insights Meetings
Email: PM@lyrahealth.com