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Definitions
History
Personal
Problems
Future
100
A demand by a person or business seeking to recover from an insurer for a loss that may be covered by an insurance policy.
What is a claim
100
When was Liberty Mutual founded
What is 1912
100
What school do we each go to
What is Clemson and University of North Carolina Charlotte
100
What system one function sends out N&P and medical request letters
What is Correspondence. We believe this takes up time putting in information that is the same every time (medical records, doctors name, dod, erisa deadlines)
100
The solution to Correspondence
What is we believe that there should be some sort of coding that pulls from the claim information to automatically put "medical records", today's date as the day we requested, the AP information that is already in the claim file, the Erisa vs non Erisa deadlines where essentially the case manager only has to press "finish". We also believe that once a N&P letter is sent, 3 tasks should automatically generate for 7/21/46 days.
200
Initial time period in a health insurance or disability income policy during which benefits are not paid.
What is an elimination period
200
Who is the CEO of Liberty Mutual
What is David H. Long
200
Who has a twin
What is Rachel
200
These are incoming that may cause disruption to a case manager's daily task load
What is an ACD call. We believe that ACD calls interrupt the performance of a case manager trying to complete their daily task load
200
The solution to ACD calls
What is We believe if a customer service line was created that took the ACD calls, case managers would be able to complete their tasks more timely. This could take awhile to set up, so while case managers still received ACD calls, there should be a standard work document for ACD calls created.
300
How do you find the Eligibility Date
What is DOH + Eligibility Waiting Period + 1
300
What are the four SBU's in Liberty's Organizational Structure
What is Personal Insurance, Commercial Insurance, Global Specialty, Liberty International
300
Who is from Delaware
What is Sarah
300
What is a new innovative way to notify claimants of actionable tasks
What is texts and emails. The millennial generation still would prefer to be contacted with any notifications when action is taken on their claim, but many people nowadays do not like phone calls, and instead would just prefer a simple text.
300
The solution to following up on actionable tasks
What is We believe that since the rise of the 21st century, more people would like to receive a text message to be notified of actions taken on their claims, such as medical records received, notice and proof letters, still pended, approvals, extensions. It would also list the phone number and direct extension of case manager if they had any further questions. This would eliminate many calls from claimants while keeping them satisfied and up to date. For example, a text saying "Medical records received. The DCM will review and notify if approved or not within 72 hours. If any questions, contact DCM at 1800 291 0112 ext 26347"
400
5 examples of PAC Approvals
What is any surgeries, ALS, Alzheimer's Disease, Cancer (except skin cancer), Cellulitis/Abscess, Stroke, Coma, Heart Attack, Hospital Admission (NOT Emergency Room), Huntington's Disease, Parkinson's Disease, renal failure
400
Our Creed
What is with our policyholder we are engaged in a great mutual enterprise. it is great because it seeks to prevent crippling injuries and death by removing the causes of home, highway, and work accidents. it is great because it deals in the relief of pain and sorrow and fear and loss. It is great because it works to preserve and protect the things people earn and build and own and cherish. its true greatness will be measured by our power to help people live safer more secure lives.
400
Who are our mentors? (Megan and Rob cannot answer)
What is Trent Holzinger and Morgan Fields
400
What is the first thing you should do within 24 hours when a claim is received
What is an Initial Interview. We believe that the Initial Interview itself is not a problem, but the information that is supposed to be discussed with the claimant doesn't always occur. By asking if the claimant would want to receive texts messages or emails about their claims, we would be discussing next steps with them while giving them also a second option.
400
The solution to miscommunication between the claimant and case manager
What is We believe the II is a crucial process that needs to be continued to get information first hand, but to improve the process, while on the phone with the claimant, we should ask them whether or not they would want to receive texts or emails about actionable notifications. By asking the claimant this, they would be aware that they would not always receive a phone call, but any time something were to occur with their claim, they could be notified immediately no matter they are doing. This should be implemented after the previous problem is solved. We also believe that while a notification is sent through text and email, it would also come with a calendar invite to set reminders. For example, if medical records had still not been received, there could be a calendar reminder on 7/21/46 day saying to get medical records from doctors.
500
What is Medium Work
What is a job that exerts 20 up to 50 lbs of force occasionally and or 10 up to 25 lbs force frequently and or greater than negligible up to 10 lbs of force constantly to move objects.
500
List 4 of the 6 Principles
What is We behave with integrity. We treat people with dignity and respect. We attract, develop, and engage talent. We deliver exceptional customer experience. We continuously improve and innovate. We execute thoroughly and seek excellence
500
Who is your favorite!?
What is trick question.....both of us are great!
500
The helping hand for an intern
What is efficient intern mentoring. We believe that as interns, since we do not go through training, our mentors are a huge part of our learning process especially in the beginning. Because case managers are constantly busy, sometimes we can't have assistance with problems we are facing. It is not their fault, its just the way the system works out.
500
The solution to efficient training for interns
What is We believe that throughout the first or second week of the intern's start date, there should be desk coverage for the mentor so they can solely focus on the intern learning tasks OR we sit in a room with a trainer (such as Melisa) like the new hires do and work on claims and tasks with the availability of Melisa to help at any moment.