Pick up the Phone
For Hipaa Compliance, in addition to the claimant's first & last name; we must also verify these 3 forms of PHI before we can discuss a claimants case.
Claimant's Date of Birth, Full Mailing Address, & 10 digit phone number
Which office makes the medical decision; DDS or FO?
DDS
How do I know what to do when I look at a case?
Look at the little status, look at the tasks, review the notes & NAS
What is a campaign call?
Auto Dialed Call
What must you do on a daily basis, or at the very minimum weekly?
Authorize your time sheet
You are assisting an adult claimant with completing the E 1696. What will you instruct them to do once they receive their email with the E 1696?
Enter the password the DS made & scroll to the last page and click to sign their name
Which office do we fax paper 1696s to?
The Field Office
We will update this section in compass to reflect the dates we received the consents.
Application tab under consents & submission
An approval is a WIN for who?
Everyone wins if someone is approved for SSI; the claimant gets a monthly benefit, the health plan gets money from the government, and CHS gets money from the health plan.
YES YES YES! Floater holidays can be used for your birthday or your Centauri anniversary.
What rule should we be following if we place a claimant on hold?
3 minute rule; meaning we must check back in with them every 3 minutes
If a case is in the APPLICATION VERIFICATION phase. What tasks will there be?
Phone Interview- Application Verification
Consents- Application Verification
What tab in Compass shows all the past call results & notes?
Case Notes
I just saw AHOD called ~ What does that mean?
All Hands On Deck. Unless you are in beginner services or a special project (and have been instructed as such)- everyone who is available and not on a call needs to jump into manual services to assist with the overflow of calls.
Our team focus on a daily basis is...
Quality over Quantity
Kennedy's grandpa calls in and says he needs directions to an appointment social security scheduled his granddaughter to go to but he cannot recall the address. What do you do?
Confirm PHI / Provide FCC statement
Is Kennedy's grandpa authorized to speak on the account
What must I do in order for compass to complete the Application Verification Phase?
Update the PI outcome in compass & confirm we are on file with the field office. Update the dates in compass.
Where do I look in compass to know if a PI date & time was kept/passed?
Application tab under application details and claim type
Why do DS put MTP in the chats? And how does that affect my KPMS?
More Time Please; you need more than the 5 minute wrap up to complete the case (for example to complete validates). It does not make an exception for your KPMs.
I need a supervisor...HELP, what do I do?
Utilize your deescalation skills. Is a supervisor needed? Reach out to your team leader to let her know and if she is available she will assist with the call. No response? Please reach out in the SL/OT chat for assistance.
The Field Office says they have not been able to get a hold of your claimant for the 827 and so they are not going to send the case to the DDS. What does that mean?
The 827 is a medical release that SSA needs in order to obtain medical records for a claimant
Frank is a 58 year old male who calls in and tells you he did not pass his phone interview due to having 2 motorcycles. What is your next step?
Verify to see if SSDI is pending before closing the case.
What does Title II and Title XVI mean?
Title 2 is SSD and Title 16 is SSI
Can I ask a question in the SL/OT chat?
YES! Please utilize our team chat first; if no response then reach out in the SL/OT chat for assistance.
I placed my question in the team chat and no one answered...
Give it a moment, everyone is working cases and may not read it the moment it pops up. Place your question in the SL/OT chat for assistance. Have you utilized your resource guide? Have you reviewed notes & emails? Have you used all your knowledge & resources before screaming for help?