Meaning
____recording essential information that could carry over into future customer experiences
Call documentation is
OEP
Open enrollment period
ngoehu
enough
Outbound calls should be documented
True
If a call was disconnected you ____
document it
the first and last name of the person who contacted Aetna
Contact name
OON
Out of network
svaoier
Ovaries
POP allows you to get in / out of network services
False.
WHAT IS POP???
Documentation may be viewed by both _____ and ____ areas.
Internal and external
Designed to handle issues that an advocate is unable to complete.
Task team
AEP
Annual enrolment period
teamdlaeaicn
Aetna medical
Contact source is provided by the provider / clinic
False
__ is to heel, as 'itis' is to ___
Spur & Inflammation
____ is important in preventing angry customers
Knowing a customer's history
AEP
Annual enrolment plan
Lieitygiibl
Eligibility
Documentation can be viewed only by internal areas.
False
Two types of form documentation
fixed & free
Asking for a member's Name, Date of birth or physical address is called ___
Verification
IPN
internally pending
ncemtduinoat
Documentation
The proper names of Aetna employees must ALWAYS be included in documentation comments
FALSE.
( Do not include proper names of Aetna employees in comments unless this information is being supplied by a member of management, then you may document their initials )
Outbound calls require documentation when ___
You have initiated an OB call
or
You have spoken with or left a message with a caller