ToolKit & Source of Truths
From ISET, how can you pull up the Covid advocacy?
enter "covid" into ava/ibaag
What is one thing you include in your greeting?
hello
name
thank you
company name
What do you use dash board for?
ues
repeat caller
mbr opportunites
quick links
What aux should you be in when your schedule says open?
ready
In what Advocacy can you find the escalation process?
Building trust
What steps do you take to change an AUX?
select aux drop down, click on appropriate aux
What tab do you use to update or view cob?
eligibility
What aux should you be in for your 1x1 with your supervisor?
coaching
In what Advocacy can you find, coordination of benefits source of truth?
Eligibility
How do you make an outbound call?
using out dial, type in number or filter by dpt
When researching a claim, what are three ways you can filter your search?
tin
date
claim type
ded
OOP
claim number
cpt
claim level
rev
remark code
How long are breaks?
15 minutes
In what Advocacy can you find a link for step therapy?
Pharmacy
bonus: what is step therapy?
How do you access iset from VCC ?
in dropdown for tools, select "integrated application options" , and then select "show application" then select "iset"
How do you access a carve out optum rx pharmacy plan?
search, (product type) pharmacy
change to rx claims
enter mbr id and dob
When would you use the aux default?
only when calling a mbr back
How can you search a CPT code?
ava
KL
click the cpt in the claim in iset
Share Screen, show me how to open the Voice Application Window
advocate share screen, select tools, select voice application window
bonus:
how do you close it without logging out of vcc?
What are the three survey questions
1. how likely to rec uhc to other
2. satisfied with level of service received
3. was the reason for your call satisfied?
What do you do for an outage?
call outage
call sup to notify .