FIVE9
What are two types of call flow?
Inbound and Outbound calls
What is the meaning of CRM?
Central place to store customer data and track interactions.
What administrative and financial responsibilities does the fiscal intermediary handle under the Consumer Directed Personal Assistance Program (CDPAP)?
Payroll and Tax withholding
Benefits administration
Compliance Assistance
What is PPL Brand Voice?
Above all, we are friendly and reassuring. Our tone is informal, but not overly familiar. A little humor is OK when the context allows. We sound like a human being, not a corporation. With very few exceptions, we don't talk about ourselves in the third person, so it's "we are ,,," not "PPL is..." Similarly, we don't talk about "our clients," and instead say, "you."
What hours will you be open?
Our phone lines will be open Monday – Saturday, from 8 a.m. to 8 p.m. Eastern Time. Our local office hours will vary, but we will be able to share them soon.
What is the second step when making an Outbound call?
Identify yourself by the first name only.
Calls, Emails, Appointments are considered to be?
Activities
What is the meaning of CDPAP?
What does HAA stand for? What types of support do they provide to help individuals struggling with rent or mortgage payments?
Housing Assistance Administration (HAA)
Rental assistance – we can help you find and apply for rental assistance programs that might be available to you.
Eviction prevention – if the worst case happens, we’ll help you stay in your home.
Financial management – we can help manage security deposits and rent payments, making sure you’re never late.
What does the pay schedule look like?
Personal assistants will be paid weekly. Our pay period starts on Sundays and ends on Saturdays. Fridays are pay days.
What are two statuses we "CSR" will use in five9?
Ready
Lunch
Any email that contains sensitive information should be encrypted by adding what?
What does AR stand for?
Authorized Representative
How do the different apps and online tools, such as Time4Care™ and PPL Connect, support self-directors and caregivers in managing their tasks?
Time4Care™ – when you’re on the go you need an app as mobile as you are. Log time, review, approve, and submit timesheets, and handle electronic visit verification (EVV) with ease.
PPL Connect – see if we’re working on a program in your state, and connect with a caregiver if we are. A great way to get started in self-direction!
Does your EVV app use GPS location?
GPS is enabled at clock in and clock out, but you can turn off that functionality on your phone.
When you are transferring a call to your supervisor, what steps should you take prior to transferring that call?
Create a case and assign it to Escalation Management
How should the Rep structure the internal email when forwarding the sender’s inquiry to Megan Falkey and Joseph Cunningham for escalation?
Hello,
We received the below inquiry and after reviewing the FAQs a response was not identified. Please assist with identifying a response. Once approved FAQs will be updated.
List three things that makes a consumer eligible for CDPAP?
Be Medicaid Recipient
Must require home care/home health care services
They must be able to prove that they need help from a caregiver
What are some services Financial Management Services (FMS) provides?
Payroll
Employment tax requirements
Monthly budget management
Enrollment support
Customer service
Service reports
Why do current PAs need to do trainings?
Since PPL will become the Employer of Record of the PAs, there are certain trainings that are required. PAs will have ample time to complete these trainings. Training courses are free and are available on demand at a time convenient for the PA. PPL will compensate PAs for training time.
How do you close a call?
Thank you for calling Public Partnerships, if you would like to participate in a brief survey at the end of this call, please stay on the line.
How should the CSR verify if an existing contact profile has been created for a caller when a question remains unanswered during the call?
Full Name
Phone Number
What are the different routes through which a Consumer's transfer to PPL is initiated during the transition period?
Consumer contacts PPL directly
The Consumers Current Facilitator starts a warm transfer to PPL
The Consumer’s MCO or MLTC starts a warm transfer to PPL
The Consumer is transferred to PPL from LDSS
PPL initiates transfer by making first contact to the Consumer.
(FMS) PPL manages the payment of government funds through different partners. Who are they?
Federal
State
Contracted Healthcare Organization
What are the benefits of collaborating with a facilitator? When should a consumer opt to work directly with PPL rather than through a facilitator?
PPL or one of our partners can serve as a CDPAP facilitator. Some of the reasons a consumer or PA might consider working with one of PPL’s partner facilitators is if they have an existing relationship with one as a previous fiscal intermediary, if the facilitator’s offices are in their area, or if the facilitator provides specialty support for the consumer’s or PA’s needs. PPL can also be your facilitator. PPL can provide services in hundreds of languages, has experience working with specialty populations, and will have offices throughout New York.