Jeopardy

Guidelines

100

What are the scheduling hours for CalOptima?  

 Monday-Friday, 8:00 a.m. - 8:00 p.m. (Pacific Time)

200

What script do we use when someone wants to schedule new  transportation? (CalOptima)

Are you interested in learning more about our Public Transit, OC Access, or Mileage Reimbursement options?

300

 If a member is not showing as eligible in the Call Center Portal what do we do?

We would warm transfer to the healthpan  for approval, request a provisional member form, and if the trip is two plus days in the future, ask the member to call back the next day to schedule transportation.

400

Can you schedule for members under FAMIS over/ under ? Explain.

NO, Transfer to Member Services 

500

What is the minor policy for Magellan VA ?

Minors:

• Minors traveling alone must be 18 years of age or older.
• Members under 18 years of age must be accompanied by an adult at least 21 years or older.
• Transportation allows for member plus one attendant. Additional indivuduals (including minor children) require authorization.
• Emancipated Minor (a teen at least 16 years old) is treated as an adult (<18 years of age)

Cancellation/Modification

100

If a member is calling to cancel a same day/ next day trip assigned to an IDP, what do we do?

First we verify the trip to ensure we are cancelling the correct trip, then we cancel the trip in the Call Center Portal.

200

If a member is calling to cancel a same day/ next day trip with a 3PO, what do we do?

First we verify the trip to ensure we are cancelling the correct trip, then we call the 3PO to inform of the cancellation, next we Zendesk, and finally we cancel the trip in the Call Center Portal.

300

If a member is calling to modify a same day/ next day trip assigned to an IDP, what do we do?

First we verify the trip to ensure we are modifying the correct trip, then we modify the trip in the Call Center Portal.

400

If a member is calling to modify a same day/ next day trip assigned to a 3PO, what do we do?

 First we verify the trip to ensure we are modifying the correct trip, then we call the 3PO to see if they are able to accommodate the request, next we Zendesk the modification, and finally we modify the trip in the Call Center Portal.

500

If a member calls in to modify a trip that they are already  En-route with an IDP, what do we do?

We advice the member that we cannot modify the trip. The driver can either take them back to the address to where they were picked up from or take them to the destination that the driver has.

Call Center Portal

100

What are the 4 forms or verification?

MID, DOB, Name, and Address

200

In the member profile, can we modify information under the General tab?

 No, only member services can modify under the General tab

300

 In the member profile, under what tab can you find if dispatch is aware of a preferred operator?

 Under the Transportation Tab

400

In the member landing page, where would I go to see all the trips scheduled for the member?

Under Itineraries List

500

How do you get to the Veyo Portal using the Call Center Portal?

You got to the Itineraries list tab, extend the trip details, click on the "i" icon, select the link

Slack

100

What channel do you post questions on during training?

Nesting

200

What channel do you post questions when you are out on the floor?

Call center team chat

300

 In what channel do you post phone system issues?

 Incontact-golive

400

In what channel do you post system issues with the Call center portal?

support-cc-tier-1

500

How can you alert a certain channel that you have posted an important question that requires attention?

You add @here to the post message

Mystery

100

What does the football coach tell the banker?

Give me my quarter-back !

200

What typeof bug has good etiquette?

A Lady bug!

300

What comes first, Ring Central or InContact?

Ring central first, then InContact

400

Who is Brandie Stadie?

Call center director 

"Senior Director of Contact Center Operations"

500

Who is Josh Komenda?

President of Veyo