Members
What platform do we use to look up MDLIVE members?
CHIManage
Which tab do we use to search for Agents in CHIManage?
Agents- Agent Search
Where do we receive notification of a declined credit card?
The CS inbox
When does an interaction get placed on an account?
Every time we make/receive a call or make updates to the account.
What must we receive in order to process a cancellation?
Confirmation from the member or agent on the account.
Which tab to we use to search for members in CHIManage?
Member- Search Advance
What are 3 pieces of information we can use to search for agents in CHIManage?
Agent ID
First & Last Names
Phone Number
What is the first step in the declined cc process?
Creating a "TO DO" in CHIManage
When a cancellation request is received via e-mail what information should be included in the interaction?
A copy and paste of the e-mail from the member requesting the cancellation.
If a spouse of a member calls to request cancellation, what must we collect prior to processing?
Confirmation from the member on the account.
What are 4 pieces of information can we use to search for a member in CHIManage?
Member ID
First & Last Name
Phone Number
E-mail Address
Who can create and see the admin (yellow) notes?
Internal CHI team only
How many days in advance do we schedule the first "TO DO" in the declined cc process?
3 days
What category type do we use in an interaction when we update a credit card on an account?
Billing
Once a cancellation has been processed what is sent to the member?
Confirmation e-mail
When a member calls, what are 3 pieces of information we collect to verify their identity?
Name
DOB
Address
Who has the authority to change information on an agent account?
The agent and group admin/ user
When a member calls to update their credit card information, what 3 pieces of information do we use to verify their identity?
Member ID
Name
DOB
What timeframe should interactions be placed on an account after a change has been made?
Immediately- as soon as possible
What must be placed on the account once a cancellation has been processed?
Interaction
Who has the authority to change information on a member's account?
Only the member listed on the account.
Other than the agent themselves, who else has access to the account in CHIManage?
Users/ Account Admins
What action must be taken every time a CHI agent changes or updates anything on an account?
Create an Interaction
Other than CHI agents, who can see interactions on the account?
Agents/ Users/ Group Admin
When can a member request to cancel their account?
Anytime