Verification
When a member does not want to verify.
What is refusal to verify.
Within salesforce the button you click to login to the Five9 softphone system.
what is the Engage or Phone button on the bottom left hand side of the screen.
Needs to be refreshed every couple of hours, has post appointment follow up and open cases to view.
What is the Advocate Dashboard.
A federal law in the United States that was enacted in 1996 to ensure the privacy, security and confidentiality of individuals' protected health information.
What is Health Insurance Portability and Accountability Act.
Ready, Break, Provider office call, Training.
What are agent ready states.
Page where you can review case history or any engagements with the member.
What is Cases (Person Account)
2 out of 4 identifiers to properly verify a member
What is DOB, Phone Number, Complete Address or last 4 of SSN.
Unique number that is specific to each advocate that is needed in order to setup the softphone station.
What is station ID number.
section where you can update the member's phone number, email address and preferred language.
What is the Patient Information section.
We need to obtain in order to speak to a spouse on behalf of the member.
What is verbal consent from the member.
Only available during a live call.
What is script button.
section where you can access the member's plan details.
What is the member plans for parent account, blue hyperlink within section.
Must be stated before asking for HIPPA identifiers.
What is the call may be monitored or recorded for quality and training purposes
Training Inbound_UAT
What is campaign type.
The member's plan name within the plan details page.
What is market type.