This disposition is to be use when you contact a member who is not ready to reschedule their visit
What is CC/MS Appointment Cancelled - Pending Reschedule
100
2 of these are required when the member states they do not want to schedule
What are Rebuttals
100
You click this button to leave detailed notes in MMS
What is Create note
100
This aux code is to be used when receiving and making calls
What is Ready Call & VM
100
• Professional language
• Thank you/Please
• Empathy
• Pace/Silence
• Not interrupting
What is Phone Etiquette
200
This disposition is to be used when a member refuses the assessment due to them not wanting a stranger in the home
What is CC Decline - Member does not want stranger in home
200
This visit is not targeted towards a specific group of members
What is "I am not Sick/ or I am Healthy"
200
These four items are found in the appointment box in MMS
What are the appointment date/time, NP's name, address, and appointment status
200
This aux code is to be when you must use the restroom
What is Miscellaneous
200
This type of language conveys a poor image to customers, and those around us.
What is Negative
300
This disposition is to be used when scheduling an appointment that will take place within 72 hours.
What is CC Confirmed Scheduled Appointment
300
Our nurses are fully accredited and have passed a full background check.
What is "I don’t want a stranger coming to my house"
300
This page will allow us to view appointment details and insert/modify a member's cellphone number and/or email address
What is Summary
300
This method allows us to make calls using our keyboard only
What is Ctrl+M
300
Keep It Short & Simple
What is the KISS method
400
This disposition is to be used during the initial search
for availability (the “When” screen) and options come up but none of the available times work for the
member schedule
What is CC Unscheduled – Provider Times Not Optimal
400
When taking calls for this campaign, you can schedule or decline visit(s) with family member (s), spouse(s), or POA/Caregiver(s)
What is Coventry
400
You would thoroughly review this section to determine if a VM message should be left, review previous dispositions, check for POA notes, etc.
What is Member History
400
This tab allows you to search for a member's information
What is Contacts
400
The most important thing you can do on a call
What is Actively listen
500
This disposition is to be used when you call a member and they disconnect the call before knowing the purpose of your call.
What is CC Call Disconnected
500
Rep's full name, member's name, the health plan's name, the days/hours of operation and AH's phone number
What is a Closing
500
You can click this button to make changes to a scheduled appointment
What is Edit
500
You do this if a member calls in from a number that is not is our system
What is Attach call
500
Positive phrasing and language have the following qualities (name two):
What are
1. Tells the recipient what can be done
2. Suggests alternatives and choices available to the recipient
3. Sounds helpful and encouraging rather than bureaucratic
4. Stresses positive actions and positive consequences that can be anticipated.