NPV Scheduling/Phones
OEP
Service Recovery
Random Jeopardy ?s
Random Jeopardy ?s
100

With the new scheduling template, how long are appointments?

30 minutes 

100

What does OEP stand for?

Open Enrollment Period

100

What does CICARE stand for?

Connect

Introduce

Communicate

Ask Permission

Respond with Anticipation

Exit with Gratitude 

100

This country/pop singer had three songs that appeared on Billboard’s Top 20 songs of 2015; one such title was her top hit, “Bad Blood”.

Who is Taylor Swift?

100

Anna, Elsa Kristoff and Olaf are all characters in what animated movie?

Frozen

200

How do you schedule an appointment on the new scheduling template?

Open white space with an open panel provider and open health coach

***If a HC is not available, you can still book with the provider 

200

When did OEP start and when does it end?

1/1 - 3/31

200

What are some types of service issues?

  • Slow response time

  • Lack of communication 

  • Lack of coordination of care

  • Team member complaint

  • Scheduling 

  • Transportation 

200

This famous American sitcom featured a Superman reference in every episode.

What is “Seinfeld”?

200

What actor plays Ken in the 2023 blockbuster movie "Barbie?"

Ryan Gosling

300

What tool do you use to check open panel/closed panel status?

National Clinic Tool

300

How many times are patients allowed to switch plans during OEP?

Patients can only switch plans once during OEP.

300

What is Service Recovery?

When a patient expresses some type of negative feedback relating to the care or service they received, we take the opportunity to make the situation positive.

Service Recovery means responding to the patient's feedback and doing everything you can to turn their experience around. We do service recovery every, single day. It goes hand-in-hand with hospitality.

300

This former Chicago Bulls player holds six NBA championships and is commonly thought to be one of the greatest players in history.

Who is Michael Jordan?

300

What popular young adult book series sends "tributes" to participate in a televised competition in which they fight to the death? 

The Hunger Games

400

What snippet do you use when scheduling a new patient?

(.)newpt

400

If a patient switches there plan during OEP, when does there new plan take effect?

First of the following month 

(switch in Jan, they will be active on new plan in Feb)

400

How do we learn about service issues?

Phone, email, in person, care team members, payers/agents, surverys, reviews online

400

With fans commonly known as the “Bey Hive”, this artist released her live album “Homecoming” in 2019.

Who is Beyonce?

400

Richard Hatch is the very first winner of which reality TV show? 

Survivor

500

What is changing about our on site labs?

Walk in labs 

500

During OEP, patients on Medicare Advantage (MA) plans can either switch to:

  • Switch to another Medicare Advantage plan 

  • Switch to Original Medicare 

  • Add, change, or switch a Part D prescription plan

500

How do you document a service issue?

It is important to document each service issue even if you were able to resolve the patients concern. This allows us to track all service issues and provide offices with complete and accurate information on their service opportunities in order to improve patient experience.

Notifying the Patient Recovery team: 

  1. You will create a new task in Chirp labeled “Service Recovery”

  2. Use the snippet (.)patrec to ensure all information needed is noted

  3. Assign to “Patient Recovery (insert market)”

Updating Salesforce:

  1. Log a call - add the snippet into the patients opportunity 

500

His first featured role was playing the scarecrow in the 1985 film “The Wiz”.

Who is Michael Jackson?

500

Whitney Houston went to the top of the music charts in 1992 with which Dolly Parton song? 

I Will Always Love You