QUEST
Being able to put yourself in "someone else's shoes"
What is Empathy?
This is an annual timeframe that allows members to change their insurance plans or enroll into a new plan.
What is AEP (annual enrollment period)?
Date of Birth, Email address and medical records are all examples of this.
What is Personal Health Information (PHI)?
Member states they are on dialysis and are medicare eligible because of this medical condition.
What is ESRD?
Building rapport is also building this.
What is Trust?
When someone first becomes eligible for Medicare.
What is IEP (Initial Enrollment Period)?
This form officially allows a specific caller that is not the member to discuss appeal information with Aetna.
What is an AOR (appointment of representation) form?
A handbook that all medicare eligible members receive.
This is what each acronym in QUEST stands for.
What is Quality, Understanding, Empathy, Sensitivity, and Trust?
The enrollment period where you can make changes if there are qualifying life events outside of open enrollment.
What is Special Election Period (SEP)?
This is a legal document that allows another person to discuss and make decisions on behalf of the member.
What is POA (power of attorney)?
Eligible members will have a Medicare card described as this.
What is red, white and blue?
This is where all Aetna policy can be found.
What is E.policies?
This call flow behavior has a phrase similar to "thank you for being the best part of Aetna".
What is an appreciation statement for PEAS?
Part A and part B medicare coverage begins the first day of the month the member turns this.
This is the acronym for HIPAA.
What is the Health Insurance Portability and Accountability Act?
This part of Medicare covers prescription medications.
What is Medicare part D?
This type of call will answer questions proactively and use PEAS and QUEST.
What is Transformational?
The tool we use during Annual Enrollment that help us with up to date information about enrollment.
What is the AEP Tool from Wiki page?
The system we use that houses HIPAA information.
What is GPS?
Going without credible health coverage could result in this.
What is a Late Enrollment Penalty?
What is MarketProminence (MP.aetna.com)?