CRM
CRM
Customer Relationship Manager
SOP
Standard Operation Procedures
I don't want to get my PPD done again, I just got it done 7 months ago!
Proof of a one-step PPD within the last 12 months will suffice. Regarding immunizations, you will need to provide proof of your immunization. If you can provide proof of vaccines from original immunization records or subsequent titers, that would be acceptable. Please let us know if you have any further questions.
Every call/email requires a case to be made.
False
Telling the truth is also about being:
accurate; do your part to research the topic so you can provide a fully informed and accurate response. We don't want to spread false information.
This is where you will find notes on all activities performed for a profile.
Timeline
When reviewing a pay stub, "units" refers to:
Hours worked during the pay period.
How is my PA supposed to communicate if she only speaks Spanish?
PPL team members and their CDPAP facilitator partners speak 40 different languages, including the top 14 languages spoken in New York. Additionally, PPL’s customer support center agents have access to translation services in 300 languages and American Sign Language, and information on PPL’s website can be translated into 130 languages. Overall, information and services are available in hundreds of languages and dialects, including those identified by New York State’s Office of the Medicaid Inspector General as Limited English Proficient (LEP). These include Spanish, Chinese, Russian, Yiddish, Bangla, Haitian Creole, Korean, Arabic, Italian, French, Polish, and Urdu.
If a consumer's son calls to inquire about his mother's services but he is not listed as a related contact, it is still okay to provide answers because she is his mother.
False; HIPAA
Stealing only involves tangible things. T/F
False; stealing information, time, and ideas can happen.
7 Subcategories
a. Transition Specific
b. Enrollment Specific
c. Pay Rate Specific
d. Eligibility
e. Program Related
f. Other
g. FI Inquiry
An escalated payment request is required for ALL errors made to a timesheet. T/F
False; only when the error is PPL's.
Will I have to manage my Union dues?
Yes, we will handle the union dues deductions. We value the vital care personal assistants provide to CDPAP consumers, and we have longstanding partnerships with unions to make sure we’re meeting your needs.
When taking calls, you have the choice to either put customers on hold or just mute your mic.
False; muting results in "dead air."
All people have equal worth and are deserving of:
respect. Do not be biased. Do not discriminate.
Add 'this' to the regarding box, but clear it before sending.
"DO NOT DELETE NY CDPA"
When reissuing a payment, the case title should be:
"Stop Payment Request"
What's PPL doing to support NY CDPAP?
We’re moving our headquarters to Albany, New York, opening eight offices in the state, and hiring over 1,200 New York-based employees. We’re also working with the community and local CDPAP groups to support services in more than 40 languages and address unique cultural needs.
If a provider calls about a fee they noticed, you can proceed without visual proof because the provider is already enrolled.
False; visual proof is required.
If a protocol in place is not something you are used to, you can do things your own way. T/F
False. Abide by the rules and regulations set by PPL to avoid creating problems for others.
Emails with no answer need to be made into a case that is assigned to:
Noah Schumacker
When creating a case to escalate a payroll request, both the consumer and provider must be listed to the case. T/F
My ex and I are on good terms. Can she be my PA?
Yes, you can hire family members, but there are some rules. Spouses cannot be paid personal assistants, and parents cannot be paid caregivers for their children under 21 years old. Full information on the requirements of the program established by New York State can be found here: https://health.ny.gov/health_care/medicaid/program/longterm/cdpap/
Every call is audited to ensure PPL employees are doing their part to assist callers professionally and politely.
True; weekly audit reports should be reviewed to check and improve performance.
Red flags of unethical behavior
Convenience, anger, minimization, peer pressure, and ignoring responsibilities.