SOP
What is the purpose for the SOP?
A. PURPOSE
This document outlines the expectations to be performed when reviewing, working, routing, and executing the NYCDPAP CRM Queued Mailbox
Individual designated to represent and act on the individual participant’s behalf. The Authorized Representative may be an attorney representing a person or household, a person acting under the authority of a valid power of attorney, a conservator over financial matters, a legal guardian, or any other individual designated in writing by the eligible participant. The Authorized Representative can also act as the Employer of Record (EOR) if he/she is not a paid self-directed services provider for the member/participant.
Authorized Representative
What is CRM?
Customer Relationship Manager
OBC
Outbound Calls
Are you able to translate if the consumer does not speak English? T/F
FALSE
You can convert to a case for all emails in different languages! We have our language vendor translating our FAQs into 12 different languages.
When replying to an email we update “From” Field to?
Z Email Inbox Only – NY CDPA
What does PPL stand for?
Public Partnerships (Legal name Public Partnerships LLC)
What are considered activities?
Calls, Emails, Appointments
If a caller doesn't have their ID#, how else can they be verified?
If the caller does not have their ID# we can verify their last 4 digit of SSN.
What is the name of the heading when searching in Queue Items?
z email inbox only-CDPAP
Who are the cases sent to?
Noah
A person who has the legal authority to care for the personal and property interests of another person, called a ward. Guardians are typically used in three situations: guardianship for an incapacitated senior, guardianship for a minor, and guardianship for an adult with developmental disabilities. A legal guardian is not necessarily the designated representative OR employer of choice in a self-directed program.
Legal Guardian
Departments are under what category in CRM?
Queue
What does IRR stand for?
Identify, Research, and Resolve
Is DO NOT DELETE necessary when sending a responding email? T/F
FALSE
You must enter DO NOT DELETE to complete the email, however, before you send you must remove DO NOT DELETE from the email.
What does the NY CDPAP FAQs contain?
NY CDPAP FAQs- Contains answers to common questions asked by perspective participants. If a question comes in that is not listed in the FAQ, please continue to create a contact profile and an inquiry case if you are unable to find the answer to the questions.
Define Conservatorship
A conservatorship is a legal arrangement where a court appoints a person to manage the affairs of someone who is unable to do so themselves. This can include managing their financial affairs, personal care, or both. The person being cared for is called the "conservatee" and the person appointed by the court is called the "conservator".
If the answer is not on the FAQ does it become a case?
TRUE or FALSE
TRUE
Are agents required to re-verify callers on Five9? T/F
FALSE
Agents are not required to re-verify callers if the call was self-verified on Five9
What app do you access to find CDPAP resources and information?
SHAREPOINT
What are the 7 PPL Subcategories?
a. Transition Specific
b. Enrollment Specific
c. Pay Rate Specific
d. Eligibility
e. Program Related
f. Other
g. FI Inquiry
Intellectual disability (ID)
Intellectual disability is defined as having a significantly sub-average intellectual functioning, typically two standard deviations below the mean (i.e., IQ of 70 or below in most states), that:
Is manifested before the age of 18 years; and
Is accompanied by significant limitations in adaptive functioning in at least two of the following skills areas: communication, self-care, home living, social/interpersonal skills, use of community resources, self-direction, functional academic skills, work, leisure, health, and/or safety that is determined by state approved clinical assessments.
What does the Customer Representative Manager Dashboard do ?
Central place where customer's data is stored and track actions.
What are the 5 steps of efficiency when completing a call?
Was the Case documented correctly?
Was the Five9 call disposition correctly?
Display empathy with the caller if needed.
Demonstrate efficient use of time and utilize proper hold technique.
Utilize de-escalation techniques when required.
What are the requirements to qualify for CDPAP?
1. Medicaid Recipient
2.Disability
3.Must live in NYS
4. Assessment needed