Hip HIPAA Hooray
This is what we can provide when we are not able to verify HIPAA.
This is what we call durable medical equipment
What is DME
This knowledge article is best for helping members when they ask for a phone number to a Delegated Benefit Provider
What is Member Service Phone List
We pride ourselves in taking care of members like friends
What is FALSE?
We treat our members like FAMILY!
If a member asks you to send them information via SMS you will want to create a case to this team
What is Digital Guides
PHI forms authorize Devoted to release information to a specific person, but if they want to take action on behalf of a member we will need this form on file.
What is POA (power of attorney)?
We are always advised to trust this if we are not sure about coverage or benefits
What is the EOC (evidence of coverage)
When you're not sure how a certain team may be able to assist, you can check this series of Orinoco Knowledge Cards.
What is the Can / Can't series?
Aimee, your supervisor, has a cat.
What is FALSE!
Aimee has a dog named Kima but previously was a crazy cat lady!
When you come across a T3 badge on a call note and first call resolution is not possible, per helpdesk, this is who you assign the case to
What is the Complex Case Resolution Team?
These are the 3 other most common points of verification that we use on inbound calls if member does not provide home address or phone number
What is member's full legal or preferred name (if listed in Orinoco) Devoted ID and DOB
New to 2024, guides are prompted to catch the member while we have them inbound by a red flag known as this.
What is NBA?
What is Tier (1, 2 or 3) Common Articles?
Our plans are often referred to as Part C plans
What is TRUE?
You will choose this option if a member calls back from a follow up case, you provide the information highlighted, and there is no more follow up required?
What is Action Reason: Resolved?
This is what HIPAA stands for
What is Health Insurance Portability and Accountability Act
These plans can be a little tricky if they're coordination only, but our tier 2 or helpdesk team will assist if needed
What is D-SNP
What is Talkdesk Status Codes?
We are currently operating in 12 states
What is FALSE?
We are currently in 13 states but will be in 21 by 2025!
These cases are most commonly created when a member doesn't feel well, but can also be helpful if a member needs a referral, has a medication need, or if they need durable medical equipment
What is Request Clinical Guide Transfer?
For outbound calls, if a member is skeptical about releasing information the member can do this.
What is hang up and call us back at 1-800-DEVOTED (338-6833)?
When working on your call metrics you will focus on after call work, ring time, hold time, and this total time metric
What is AHT (average handle time)
If you notice something needs to be changed, added, or updated on any Knowledge Article, you can do this.
Member service guides can make clinical or health suggestions for our members.
What is FALSE?
We should ALWAYS refer the member to their Primary Care Provider for a referral or guidance on any specific health question.
At the end of your shift if you have an open case, you should do this?