Inbound/Outbound Case
Opens an outbound or an inbound case.
What is the outbound or inbound call button.
Patient, Spouse, Guardian
What is the caller identity.
Must be stated on every outbound call prior to verification.
What is informing the call is being recorded.
Selection choosen when prompted with create a case popup after clicking on Find a Doctor.
What is No.
Utilized when booking an alliance provider.
What is the Book Appointment button.
Selected when member is not verified.
What is the Not Verified button.
Used to document detailed notations of the call and member interactions.
What is Engagement Note
ASC benefits
What are proficient service, personalized care and cost effective by 30%-60% on average.
Designation for providers who are affiliated with SMS contracted surgery centers.
What is Alliance.
Consult, Surgery, Ancillary Service, Conservative Service
What are the Type of appointments.
Where an advocate can review the case history or prior engagements with member.
What is Cases (Person Account) Page.
Greeting, Possible interventions and Actions, Voicemail.
What is Experimental Call Outcomes.
Benefits of SMS
What are concierge service, find in network providers, assist in scheduling appointments, and following up after appointments.
Only captured for Alliance providers for ongoing communication with the provider office.
What is Scheduler/Provider email.
Section where you notate detailed information from the call interaction.
What is the Engagement Note section.
Campaign/call type, Inbound Call
What is the note structure heading.
The NPS question
What is how likely are you to recommend the service to someone you know on a scale from 0-10.
Providers that meet the UnitedHealth Premium program quality and cost efficient care.
What is Premium Care Physician, two filled hearts.
System will automatically create this case after booking the appointment in Salesforce.
What is a Post Appointment Follow up.
A case that is opened in connection to the parent case.
What is the Child Case
Choose closed and only keeps new when still assisting a member with needs
What is the case Status.
Proper verification
What is member's DOB, Phone Number, complete address, or last 4 of SSN. (needs 2 out of 4)
Utilized when Salesforce does not have any provider listing that match the member's needs or distance.
What is SMS Complaint- Provider Unavailable
Mental Health, Follow-up, and Pain Management involving medications appointments.
What are appointments we cannot book.