Handbook
Failure to report to a supervisor regarding an unscheduled absence is considered what?
A NC/NS
What do we open to begin documenting for a member?
Contact Log
What does PCP stand for?
Primary Care Physician
When are we able to Reject/Decline an inbound call?
NEVER
Restart Computer
How many occurrences result in 5-day suspension without pay?
10
What are we able to use to search a member in CCD?
Case #
EMP #
ALT ID #
MBR #
First Name, Last Name , DOB
Phone Number
where can I locate my worklist?
Profound
Correspondence unit tracking
or Yellow telephone
Maintain Cut Worklist
When switching between status codes we must do what before going into the next status?
We must go into ready status first
What holidays are we paid for?
New Years’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
When are we permitted to use our personal cell phones?
Cell phone usage, during work hours, is permitted ONLY in the break and/or lunch status.
*Not permitted in open work areas*
What systems do we utilize within CCD?
ECIS
GIC
PROFOUND
Hotlinks - Display members, second screen show us what?
Responsible party
Last Id Card ordered
What does the 'My statistics' tab on the main/dashboard show us?
How long you have been in each status, and how many calls you have taken.
How do we log into our Avaya Phone?
Press Login
User Name - Enter 7 digit extension
Password - Last 4 digits of extension twice
Press Enter
What is Clark resources steps in disciplinary procedures?
Coaching/Informal Discussion
Counseling
Reprimand
Suspension
Failure to improve
Where can we find the last call made to a member?
Member call history
Where can we find the members case number in Profound?
Hotlinks --> Display members --> Tab 2
Medicaid number
What 6 functions are available on a members work item when in an active call?
Disconnect Call
HOLD
Cold Transfer/Call Drop
Instant 3 Way Call Conference
Number Pad
Call Consultation
What are three things we must do to protect a members PHI?
Always Maintain HIPAA guidelines
Must lock your computer when stepping away
Do not discuss members PHI
What are permitted deductions?
• Deductions that are required by law, e.g., income taxes
• Deductions for employee benefits when authorized by the employee
• Absence from work for one or more full days due to sickness or disability if the deduction is made in accordance with a bona fide plan, policy or practice of providing compensation for salary lost due to illness;
• Offset for amounts received as witness or jury fees, or for military pay; or
• Unpaid disciplinary suspensions of one or more full days imposed in good faith for workplace conduct rule infractions.
What demographics in a members file can we edit?
Phone Number and Email
What happens when eCis is down how do we check for member's eligibility under what in profound?
Hotlinks
Display members
Display history
What are the three dispositions in 'Call Result' are we NEVER aloud to use?
Do Not Call
No Progress
Unknown
When scheduling a dental appointment and after transferring to the PHDHP, do we give our dental hygienist the appointment details for our member?
Yes