Talking Points
What should you do if a member has not completed forms and only has a landline?
Where is it in the job aid?
Send a TE to the CBMA or CBP
Page 2
If the member confirms the appointment, what must you update in eCW's appointment block?
Where is this in the job aid?
Visit Status → CONF + CO1
Page 2
Member confirms date, insurance active, forms complete. What Jiva outcome do you select?
Where is this in the job aid?
Successful → Confirmed Appointment
Page 2
What code is used in eCW when you leave a voicemail?
NS11
Where do you find the scripting about AWV reward cards?
eCW talking points page 5
What do you say when a member requests to cancel and does not want to reschedule?
Where is this in the job aid?
Use the cancel script: Of course. I will get this cancelled for you. We will give you a call again soon to get you back in. If you are ready to reschedule sooner, you can call us anytime on our 24-hour line at [Center Phone Number].”
Page 4
What code do you use when the number is disconnected?
Where is this in the job aid?
NS12
Page 2
If date is confirmed but insurance is inactive, what Jiva outcome must be chosen?
Where is this in the job aid?
Pending Additional Information
Page 3
What code do you use when the number is incorrect or wrong?
NS10
What are two types of additional information you add to General Notes when confirming an appointment?
Emergency contact, pets, parking, alternate address, etc.
What timeframe must you emphasize for hospital follow-up appointments?
Where is this in the job aid?
Must emphasize 7–14 days
Page 4
What must you never do when rescheduling an appointment in eCW?
Where is this in the job aid?
Never delete an appointment
Page 6
If you leave a voicemail during the first reminder attempt, what Jiva status and outcome do you pick?
Where is this in the job aid?
Unsuccessful → Left a Voice Message
Page 3
Which code is used when an appointment is confirmed?
CO1
Which job aid tells you how to check insurance eligibility?
eCW Workflow
Where do you find the script for leaving a voicemail on the 3‑day reminder call?
Where is this in the job aid?
“Hi, this message is for [Member Name]. My name is [HC Name] a Health Coordinator from AbsoluteCare. This is a reminder about your upcoming home visit. If we still need any forms from you, we can send them to you via text, or your provider can bring them to the visit....
Page 5
Which jellybean do you use to request transportation?
Where is this in the job aid?
T jellybean
Page 12
On the 1‑day call, the member says the appointment time doesn’t work. Which Jiva branch applies?
Where is this in the job aid?
Final Reminder Call → Branch A
Page 5
If insurance is inactive, what documentation step must be included?
Send TE to Eligibility Specialist
If a member needs to update their emergency contact during a reminder call, what does the workflow instruct you to do with that information?
Add to the general notes & update their patient hub
What part of the talking points explains how to address questions about the appointment time window?
Where is this in the job aid?
Forms Completed: Do you have any questions about your visit or anything I can answer for you?”
Page 3
What is the correct "dot phrase" for scheduling transportation?
Where is this in the job aid?
.abchc
Page 12 or 13
What Jiva activity must be opened if a no‑show member refuses to reschedule?
Where is this in the job aid?
HC_CHW Member Missed Appointment – Attempt to Reschedule
Page 7
If forms must be completed in person, what must you do?
Send TE to CBMA / CBP to bring forms
After completing the initial reminder in Jiva, which activity opens next?
HC_Complete Reminder Call_Final