QuitPro
How do you enter the profile to take additional actions once you have hit END CALL?
Customer Service
How do you answer the phone for Apex?
Thank you for calling Quitcare.
Can a caller be enrolled in the Amerigroup quitline if they have not received an eligibility authorization?
No
How often should you login to eligibility systems and (if necessary) reset passwords
At least once per month
Where can you find information about QuitPro?
System Manuals>Quitpro
Where do you look to see if the mailing was sent?
Profile: History - mailings for standard or Mailings button for email on the current day
Which clients have dedicated pregnancy coaches?
States and Univ of UT
If an OH PT has Summacare insurance are they eligible for the OH quitline?
No
Which system is tells you your schedule?
Calabrio
Where can you find how to direct a caller who wants to start a new quitline?
Procedure & Guidelines>Complaints & Questions
How do you access the event history screen?
Home link on manage current call
Do you provide the name of the dedicated coach for ND?
NJH staff should not indicate the name of the ND coach to the PT ND staff will make coaching assignments. NJH staff should not indicate in comments the last name of the ND coach.
Which states require minor consent?
None
The youth protocol may require consent for participation. The protocol for this consent will vary by state and be outlined in QP.
Which code do you used in Avaya between calls?
ACW
Where are local resources?
Client Guidelines>Local resources section OR Quick Web Links>Local Tobacco Resources
Where can you find how many calls were made to the PT?
PT preview
A VF caller reports they are a non-smoker being charged for this program. What do you do?
Email the workflow
In CO if a Medicare PT does not have their member ID are they eligible?
Yes
Which system do you use for clocking in?
Kronos
How do you track a NRT package?
Click on the hyperlink from the profile (medication section) of quitpro OR type the tracking number into the vendor site Web Links>Links Page (UPS or USPS Tracking)
How do you change the client a profile is created in?
Change client in the eligibility form
If duplicate profile is present follow duplicate profile protocol.
What is different about ND appointments?
ND schedules specific times not blocks. Do NOT select any appointments on the current day. Do not change the coach default coach calendar. Available appointments for ND display in time zone based on the PT zip code (Mountain or Central).
For EviCore how do you know if a PT is eligible?
Verify they are on the list in the client guidelines.
How do you request time to listen to your QA?
In Calabrio request an exception:
1. Click messaging
2. Click the clock icon
3. Choose exception request
Select the date and time with the type as QA
Where do you find information about types of tobacco?
Clinical resources>Types of tobacco