CRM
When creating a case, what category should you select?
NY CDPAP INQUIRY
Where can you find the NY CDPAP FAQs?
Sharepoint - NY CDPAP Operations FAQs
MCO
Managed Care Organization
Which station type should you always be on?
Softphone
Time4Care is the _______ for PPL.
EVV
We use this feature to pre-populate the email response box.
Insert Template
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.
The care/support worker of paid support/care for an individual participant in a self-directed program
Provider (PA)
If the call drops, what are you responsible for doing?
Make an OBC to the consumer.
What happens if a PA forgets to clock-out?
Time4Care will prompt you to edit your time before beginning your next shift.
Who should all cases be assigned to?
Noah Schumacker
"I only have my ID. What else do you need?"
To become a CDPAP caregiver, you’ll need to provide certain documents, including: A valid photo ID (such as a driver’s license or passport) Social security card Recent physical exam Lab reports for rubella and measles A recent TB test (or chest X-ray if the TB test is positive) These documents help us ensure that caregivers meet basic health and safety requirements.
A secure network
VPN
Aside from "ready," which two other statuses are allowed without supervisor approval?
Lunch & Break
When will EVV track the PA's location?
At the start and end of shift
Which team monitors the NY CDPAP support queue within CRM?
PA Support Assistance Team
"How can you help ensure that I don't go over my hours?"
We have user-friendly tools and resources to make it easy for consumers to track hours worked and stay up-to-date on account balances. Our training materials are designed to help you stay on top of the hours worked and have good communication with your personal assistants.
Alternative description of Consumer Directed or Participant Directed programs
Self-Direction
Prior to transferring a call to a supervisor, you should:
Create a case & assign it to escalation management.
If a smart device is not available, what is the alternative phone requirement?
Single Landline
What are the 5 key terms associated with CRM?
Contact, queue, case, activities, and description.
"My former PA logged too many hours on more than one occasion. How can you help to prevent this?"
PPL has systems in place to track spending and usage carefully, helping to prevent fraud, waste, and abuse to ensure program resources are used correctly. We also have multiple quality checks to ensure compliance with the rules and intent of the program.
"Policy that establishes federal standards protecting sensitive health information from disclosure without patients consent."
HIPAA
T/F
You should immediately transfer bilingual calls to your supervisor to prevent long wait times.
False; create an escalation case, assign it to an escalation queue, and send an email to the escalation team.
False; will only work on registered single landline listed on consumer's profile.