Troubleshooting Help
If you are experiencing technical issues with your computer or headset, who do you reach out to first?
Kayla(your manager) immediately
If you need to add the akorbi note to the appointment notes in 2.0, where are the 2 locations that you can find this information?
Team Drive - Feel the Burn - Interpreters Folder - "How to Request Interpreters"
If you have a power/internet outage and it is your 1st time it happened, will you be paid?
yes, it will result in 1 unplanned PTO paid day.
Can you tell me what step 2 is if member is experiencing a mental crisis and/or has suicidal ideation?
What if your system is running slow or not working properly? What steps do you take?
If that doesn't work then do a hard reset
If that doesn't work, check for updates, install updates and then reboot when it asks.
If you schedule an ASL member for an in-home visit, how far out do you schedule it AND what other step do you have to take?
You must schedule 2 weeks out and fill out the interpreter request form.
If you are out for 3 consecutive days or more, where are you supposed to send your doctor note?
humanresources@signifyhealth.com
what is step 1 if a member is wishing to speak with a manager?
Try to de-escalate the situation with the member
Can you walk me through where to find document if Five9 sidebar adapter disappeared?
Go to 9 dots on email
click Drive
click Shared Drives
click "Team Feel The Burn"
Troubleshooting Help Folder - "Five9 Sidebar adapter disappeared"
How long should you wait on the line for an akorbi interpreter to join?
1 minute, after that you need to let the member know we will callback at another time.
If you are within 40 miles of the office, are you required to complete your day in the office if you have power/internet outage?
Yes, you will be asked to complete your day in the office.
Can you show me how to find the Member Grievance Template in our team drive and pull it up(screen share)?
9 dots
drive
shared drives
team feel the burn
Escalation processes folder
Member grievence template
When clearing cache, what items are you looking for on the pop-up menu?
Basic/All Time
All 3 files checked with check mark
Advanced/All Time
Do not check "Passwords" and "Site Settings"
If you schedule a virtual ASL visit, do you have to schedule 2 weeks out AND fill out the interpreter request form?
YES and YES
If your internet/power outage is more than 1 day and you are further than 40 miles from the office, will the time missed go unpaid?
Yes, it will go unpaid until the issue is resolved.
What if a member is experiencing a medical emergency? Can you tell me what step 1 is?
Agent advises the member they are conferencing in Member Services, who is best equipped to locate the member's local 911 authority.
What steps do you take if your Mic is muted by the system?
Go to the 9 dots on email
click Drive
click Shared Drives
click Team Feel the Burn
Click Troubleshooting Help Folder
Mic Muted by Sytem
What is the specific note that you put in the appointment notes if you schedule an in-home visit for a member that needs interpreter?
Member is in need of (Insert language) translator for visit, please call the number below provided upon arrival for phone translator service.
a. 214-865-7716
b. Press 1 for Spanish, Press 2 for ALL Other Languages
c. Client id: 10489
d. Authorization code:87
How many days in advance do you have to request PTO in ADP?
5 business days or 7 days in advance
Can you share your screen and show me how to get to the team drive and the folder where you can find the "Member Crisis Escalation" Process in our team drive?
team drive
feel the burn
escalation process folder
Member crisis escalation process