GENERAL
This function does not require Caller Details and bypasses HIPAA
What is Research?
This type of text is blue and should not be read to the caller
What is Instruction Text?
If a provider, physician and/or broker calls in on behalf of a member, they are considered this
What is a Non-Member?
The task used to view and confirm member eligibility and document quoted benefits to callers
What is Benefits and Eligibility?
The official name for the Wrap Up screen
What is Finalize the Interaction?
This must be offered before concluding a Member Not Found call
What is Service Object ID?
Disclaimers and this type of text should be read aloud to the caller
What is Education Text?
*** DAILY DOUBLE ***
At least three HIPAA identifiers must be verified when calling about a member, but this identifier is required
What is First and Last Name?
If a caller wants to modify their existing auto-pay, this task should be accessed
What is Change Payment Method?
These two items are auto-populated from the Select a Member screen
What is Caller Name and Caller Phone#?
This tab on the Dashboard will have different hyperlinks to systems outside of Omni to make it easier for the user to obtain information
What is General Links?
At the top of every Omni screen, you will find this type of text to assist with the call
What is Scripting Text?
If an agent is unable to verify HIPAA with the caller, certain screens containing this will not be visible
What is PHI?
A member's email address can be updated in what task
What is Update Member Preferences?
If this option is chosen under Reason for Interaction, the Reason Code drop-down appears
What is Transfer?
Another name for Member Composite
What is Member 360?
The reference number for the entire phone call
What is Interaction ID?
In addition to Line of Business and Business Unit, these two fields are required for Member Not Found Calls
What are Member First Name and Member Last Name?
The task used to document maximum-out-of-pocket findings in Amisys
What is Accumulator Inquiry?
Although the default for this selection is set to 'yes', selecting the correct outcome is critical for accurate reporting purposes
What is First Call Resolution?
Use this tab on the Member Composite to view the call history for a member's account
What is Recent Interactions?
The option that allows users to cancel the work or access another part of the intent to make updates and/or changes
What is Other Actions?
After HIPAA has been successfully verified, this screen populates
What is the Landing Screen?
Users can assist member's with scheduling appointments to complete wellness activities using this task
What is Gaps in Care?
*** DAILY DOUBLE ***
The four options listed under System Issues are: System is slow/freezes, Member data not returned, Provider data not returned, and this
What is Incorrect Data?