Call Quality
Please name 3 of the 5 pillars that you get evaluated on during your calls
1. Start the coversation
2. Build the relationship
3. Control the call
4. Educate & Inform
5. Documentation
When can EEs submit their reimbursement form?
After the last date of care has passed
True or False: If the EE is calling in to check the status of their reservation and you see the request has not yet been worked, you should start working on the reservation for them
FALSE-You should only be working on reservations during your BUCA case management time.
Where do you go in CRM to work cases?
OPOG
If an EE calls in escalated and would like to speak to a sup, who would you send them to?
Warm transfer to Level 2 Help desk
When acknowledging the EEs issue at the beginning of the call, you need to make sure you _____ the customer's need.
When acknowledging the EEs issue at the beginning of the call, you need to make sure you RECAP the customer's need.
How long does a reimbursement typically take to process if the client is NOT going through time card validation? How long if they are?
BONUS: Which two clients are going through time card validation?
typically 5-10 business days if the client does not to time card validation. If they are, it can take up to 3 weeks.
BONUS answer: Target & Davita
If the EE is calling for a status update on their request, what type of verbiage can you use to let them know we are still working on the reservation? Even if it looks as if no one has been able to work it yet.
Answers may vary
When the reservation is on ____ this means care is not going through the portal
PMO
If an EE calls in escalated, but does not request to speak with a sup, what type of verbiage could you use to de-escalate?
Answers may vary
What 3 things will you need to ask the EE to fully verify them?
-EE first & last name
-Employer (only if there is multiple EEs with the same name)
-CR name and date of birth
What activity in CRM can tell you if the EE has been paid for the OONC?
MCA/CCA activity
If the EE is calling into register and you get the pop up box stating that what you have entered does not match the file in our system, what type of case should you be entering?
Eligibility Case assigned to the back-up implementation team
When you get ahold of a center, what question should you ask the person who answers your call?
"Will you be able to assist me with checking on space?"
What would you do in the scenario that an EE requests a sup on a Saturday?
Email level 2 the supervisor escalation template
It is important to document on EVERY call. What kind of details should be included in your documentation?
-Why the EE called
-If you took any action on their profile/reservations
-Any action items needed
-What you advised to the EE as the end result of the call, and what EE stated back to you
What does the payment status ACH initiated mean?
Hint:CAS-9941456-B1M5J1
Payment has initiated; funds deposited in 1-3 days. This is the final status.
If a provider calls to remove a caregiver and they do not have a replacement, what steps should you take on the case? (not same day care)
2. Remove CG and select the specific reason code
3. Call/text the family to advise we have removed the CG and are searching for a replacement
True or false: We cannot call the agency to inquire about vaccination status
FALSE
Scenario: An EE calls and states they were confirmed at a center but when they showed up, the center stated they do not actually have the space. What steps are you taking next?
Consult transfer to immediate action team
Who is the manager of our call quality team?
Kimberlie Theabeu
If the EE is calling to check on reimbursement, and you determine that they should have been paid out for the dates already, what also could be the cause for delay on their payment?
The account is being held under review by our compliance team
What is the cancellation policy if an EE submits a request outside of our normal policy?
For example, if an EE submit a reservation for after 5pm today for care tomorrow?
The EE has up until the time care is confirmed to cancel without charge
If the EE has a requested CG and stated they have spoke to them and are available for the reservation, what should you do next?
1. Call the agency to verify that the CG is indeed available
2. If the agency confirms, staff the CG
What level CIR would you submit if an EE called in and stated that the CG damaged something in the home?
What level CIR would you submit if an EE called and stated that she is watching the nanny cam and the CG has left the home?
High impact
Crisis Situation