Case Process
This case process and type is used when a traveler reports an injury during their trip and wants to return home
What is Medical?
A call comes in on the AGIA skill. We refer to ourselves as...
What is Emergency Assistance Plus?
When taking your scheduled 15 minute break, you should use this availability code
What is UNAVAILABLE: Break?
This resource can be helpful for locating COVID Testing Sites
What is TrustAssure/IAG Globus TrustAssure App?
This is important to express at the beginning of a call, especially when a traveler experiences a medical emergency or reports a death of a traveler
What is Empathy?
This case process/case type is used when a traveler requests assistance with a medical referral and a GOP
What is GOP Medical Expense?
This client asks us to connect to their on call coordinator after business hours for medical transportation cases
What is Medjet?
Everyday at the beginning of your shift, you must log into this app
What is MAX Agent?
This resource contains helpful information about clients, case process, and more
What is the On Call Guide?
To put someone on hold, we should first do this
What is ASK the caller if we can place them on hold?
Part of the Medical Case process, this should occur when a traveler is hospitalized outside of the United States
What is Medical Triage?
This corporate client has access only benefits, no paid services
What is Life360?
When you have a phone problem (dropped calls, agent leg issues), you should document your issues here
What is the Troubleshooting Disposition in MAX agent?
This group of people works in Operations and will be your first stop for questions regarding your cases after graduation
What are the SACs?
On an Outbound Call, we should confirm this before continuing with our call
What is the traveler/caller's name?
This is required to be entered before the end of your shift for cases assigned to you
What is Next Steps?
This client emails their notice of case and typically requests assistance with a referral and GOP; they have special field in the HUB that must be completed when opening the case
This should be completed at the end of a call for some clients when we receive a misdirected call, rather than opening a new case.
What is Misdirected Disposition?
This Knowledge Article provides the log in details for our client portals and other resources, like IAG Globus
What is the Log Ins & Passwords Knowledge Article?
What is Left Voicemail?
This is needed before requesting/making payment for any expenses on a case
What is Supervisor Approval? (Client approval may be needed depending on the client)
This client requests our assistance with handling claims related questions/calls during CAT events, like hurricanes and other natural disasters
What is Trip Preserver?
You do this when a call drops or is just dead air
What is use the Troubleshooting Dispositions and call the caller back?
An Aetna Student Health student needs their dorm items shipped home following a medical evacuation. We use this company to assist with shipment...
Who is Luggage Free?
Before closing your call, you should ask this to confirm understanding
What is the Final Checking Question?
Examples:
Is there anything else I can do for you?
Do you have any other questions for me?