Inbound
When taking inbound calls what must you select on cotiviti to be able to see all sites?
Master view / All
If a provider calls returning a call from a message that was left and it is the first time, we get a contact with the office will this be an initial or a follow up?
Initial
How many attempts do we have to try to contact a provider where we are only getting busy signals?
3
What is the phone number for Humana members?
800-457-4708
What is important to ask at the beginning of an inbound call to be able to help out the caller?
Ask for site id
What is the action and next action when the retrieval method is VA?
Action: Call
Next Action: Research
True or false when working signatures, we must verify provider information
True
What is the MRA Humana alternate fax
855-344-9078
Where can the provider locate the site ID under the request packet?
Bottom left corner
True or false we must send an email if a provider has an appointment with an RRS and they want to reschedule
True
For how long we can wait on call if a provider put us on hold?
5 minutes
What is our call back number for MRA?
866-836-6658
Yes or no, is inbound call process that different from outbound calls?
No, they are quite the same
If you ever receive an inbound from a RRS site what is the action and next action?
Action: PT Inbound call RRS site
Next Action: PT Inbound call RRS site
Who do we email if provider tell us that the DOB mismatch?
We email Rhema Bumphus at RBumphus@humana.com
What is our mailing address?
Humana
DEPT 100
PO BOX 12001
South Jordan, UT 84095
What else can you ask to the provider if they cannot find the site id?
Request id, address, fax, phone
If you ever receive an inbound from an OS site what is the action and next action?
Action: PT inbound call OS site
Next Action: PT inbound call OS site
Who do we email if a provider states that the patient's name is not correct and doesn't match on their system?
RA Vendor Systems Support
What is the password for our uploading portal
secure62