A
What does AOR mean?
Agent of Record
________ is the primary system you will use to handle calls.
CRM Lightning
Avoid _____ words.
jargon
How many minutes are we allowed to put the call on hold?
2 minutes
The ______, ________, and _______ of our voice affect the information and message we're trying to convey
pitch, tone, and pace
One-time ___________ can be obtained from the member over the phone.
Verbal Consent
________ application is a documentation tool used while working in CRM Lightning.
The Quick Start+
___________ is used to order materials for members.
Order Management System (OMS)
Meaning of CCC?
Curious, Caring, and Committed
Used to locate in-network providers for members.
Find care
The Softphone application is used to distinguish.
authenticated from unauthenticated calls.
Logging in to the ________is a part of every advocate’s daily setup.
DIG Toolbar
__________ is used to house all the letters and communications we send to members.
EMME
Provide the standard opening greeting a of a call flow.
''Thank you for calling Humana , my name is ______ your healthcare advocate, How can I help you? ''
______provides information about benefits, including how specific services are covered, and whether an authorization or referral is needed.
Debut
The word ____________displays when the caller doesn’t successfully enter the member identifiers in the IVR
"Unauthenticated"
We are not permitted to ask for a member’s _ _ _ .
SSn or Social Security Number.
_________ is a web-based application that gathers survey data and caller feedback through an automated outbound call survey process.
InMoment
______ is an internal search engine and repository for all call handling procedures.
Mentor
To process payments or provide billing information for members.
ebilling
__________are any person, institution, physician, hospital, group practice, or facility that provides healthcare services.
Providers
The _________ screen includes authorized contacts, enrollment sources, and indicators.
PAIG
_________ is an annual survey conducted by CMS.
Consumer Assessment of Healthcare Providers and Systems (CAHPS)
What Mentor document is accessed for more information on creating, updating, or removing a password?
Password Protection Overview
complete the meaning of A.E.R.O.X
Acknowledge, Empathy, Resolution, Ownership . Extra mile