Column One
Advising the member of their added benefit with Nimble Health through their employer
What is Branding?
The person to whom health care coverage has been extended by the policyholder (such as their employer) or any of their covered family members
Member / Patient
Connecting the patient with their physician’s office and remaining on the call to assist with questions
What is a conference call?
A Health Coaches 'North Star'- the resource utilized for all clinical decision making for the patient to decide what benefit pathways are appropriate to recommend
What is the health coach toolbox?
Handles the call queues, runs reports, manages incoming authorization feed, oversees Time Off, monitors soft phone dispositions
What is the Control Desk?
Confirmation of the patient's personal details such as Full Name, Date of Birth, and Zip Code/Member ID before discussing potentially confidential information to protect the member's medical privacy
What is Authentication?
Patients who are generally doing well, feel they are improving, are satisfied with their care, or may be experiencing mild pain levels
What is low acuity?
An Orthopedic and Spine program that focuses specifically on Shoulders, Hips, Knees, Neck (Cervical Spine) and Low Back (Lumbar Spine)
What is an MSK program?
Set of skills used to interact and communicate with others
What are interpersonal skills?
Patients who are generally doing poorly, feel they are getting worse, are dissatisfied with their care, or may be experiencing severe pain levels
What is high acuity?
to assist in scheduling provider and facility appointments
What is Courtesy Scheduling?
Appointment schedulers who may need to follow up with the patient or doctor’s office in case of any scheduling roadblocks for facility or provider appointments
What is the patient advocate?
Offering facility or provider appointments to schedule for soonest available
What is Assumptive Offer?
Scheduled calls made by a Health Coach or Patient Specialist to a member to check in on how they are doing or how an appointment went that we referred or scheduled them for
What are follow up calls?
Communication method that involves enhancing the patient's experience by focusing on building rapport and a mutual understanding of where the patient is currently with non-judgmental questions
What is motivational interviewing?
Agents who triage the patient by asking specific questions so the system can determine whether the patient is high or low acuity; follow up calls with the patient to check in and see how they are doing
What is the patient specialist?
Call Center Department that ensures agents are performing according to business process standards
What is quality assurance?
Entity that either Nimble Health or a client has a contractual relationship with to provide services to policy owners
What is a vendor?
Verbal permission from the member to have a stakeholder speak on their behalf for the entirety of an active care plan/case
What is verbal consent?
Confirming the member's information such as Phone Number, Email Address;
Confirming the correct patient and correct care plan/case are about to be discussed following an escalation or warm transfer to another agent
What is verification?