Segmentation
Where do we look to confirm and or locate a member's segmentation?
PHI Document
What do we do BEFORE calling out to a member?
Identify member segmentation.
What is the phone number to the VUC line?
833-904-2273
What pieces of information must we verify with member before we proceed?
1. First and Last Name
2. Birthdate
3. Address
4. Phone Number
What do we need to fill out if member has asked to have someone from the BH team to reach out?
Behavioral Health Referral
If a member is High Risk what type of appointment would we schedule?
Joint Intake- Video, Joint Intake- MIC Assisted, Joint Intake in Hub (With Assessor virtual), Joint Intake in Home (With Assessor virtual)
What do we do if a member does not answer?
Leave voicemail if able to
Provide numbers for return call:
+1 513-796-7273 (Cincinnati)
+1 614-697-1135 (Columbus)
For Outreach, what is the Columbus phone number we call members from?
614-697-1135
What are the assessments called that we have to ask the first few questions of?
Comprehensive Assessment
Core Assessment
If member has consented to text messages what system do we use to send an appointment confirmation text after consenting member?
Textline
If a member is Rising Risk, what type of appointment would we schedule?
Initial Assessment- Video
Initial Assessment- Phone
Initial Assessment- Hub
Initial Assessment- Home
What to do when a member answers the phone?
Introduce yourself and the reason for your call
If the member is PCP attributed use PCP scripting
If the member is Common Track NON PCP use CT Scripting
For Outreach, what is the number we call Cincinnati members from?
513-796-7273
Before ending the call what info must we provide to the member?
Remind member of their scheduled appointment
Remind member on how important it is to keep that appointment
Provide member with 24/7 number to call back if needed before appointment
What do we do if someone other than the member answers the phone and tells us they are the member's POA/Guardian?
We have 2 options:
1. Get verbal permission from member to speak to POA/guardian over the phone and have member verify their birthdate and and address
2. As POA/Guardian to send in copy of their POA or HCP document via email before we can proceed.
If member is Common track and PCP attributed, what type of appointment would we schedule?
Initial Assessment- Video
Initial Assessment- Phone
Initial Assessment- Hub
Initial Assessment- Home
What consents must an OS obtain verbally?
Consent To Treat
Notice of Privacy Practices
Consent to Text
Telehealth Consent
3-4
Where do we add in emergency contact info into commons?
Team Section under "Family and Support"
What is the difference of PCP attributed vs Non PCP attributed?
Non PCP Attributed members have access to CBH for all of our services but will keep their current PCP.
If member is Common Track and non PCP attributed, what type of appointment would we schedule?
Core Assessment- Video
Core Assessment- Phone
How do we go about sending out the Written Consents? Please describe the steps.
1. Confirm member can receive text messages.
2. Confirm member's phone number is entered and up to date in the member info section.
3. Explain to the member the documents you are about to send, and their purpose.
4. Click the square in the top right to select all 4 consents to be sent via text at the same time.
5. Select the member's phone number and send.
How many calls should an OS make a day?
At a minimum 60-70 calls a day.
If a member mentions needing help with food, housing, or transportation what does the OS need to do? (2 part answer)
Notate the needs in the Handoff/Timeline note and add a task for assigned CHP.
What services does CBH offer to their members?
1. 24/7 Care team where they can call in 24/7
2. MIC team who can come out M-F 9-5AM- think mobile urgent care
3. Housing, food, transportation resources- if eligible
4. Behavioral Health Team- help with mental and emotional health
5. Care Team who cares deeply about you and will do check ins as needed.