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National Jewish > Training > Flashcards

Training Flashcards

1
Q

What is AVAYA

A
  • Phone service
  • login/logout
  • when full goes to voicemail
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2
Q

Backline Phone number

A

303-270-2614

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3
Q

When you don’t know the answer to a question and no one is there?

A

Call assistline

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4
Q

When you need more work or another IEX assignment

A

call assist line

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5
Q

Assist line extension

A

x4300

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6
Q

What does CSR stand for

A

customer service representative

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7
Q

What is the name of your department and the abbreviation?

A

Health Initiatives

HI

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8
Q

What is the term used for payroll

A

Oz

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9
Q

This is the name of the Case MGMT system

A

QuitPro

QP

EVERY CALL HAS AN ACTION

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10
Q

What was health initiatives originally

A

Disease MGMT

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11
Q

What’s the lung line?

A
  • free info service for healthcare consumer
  • lung, allergic and immune diseases
  • evaluations
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12
Q

Who pays NJH

A

Clients

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13
Q

What are examples of Clients

A
  • State
  • Insurance
  • Employers
  • Studies (usually ignore)
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14
Q

How do you determine eligbility

A
  • Quit Pro
  • Age membership in a group
  • State membership (could be addresS)
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15
Q

What is the name of a caller

A

Participant

PT

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16
Q

If you make an outbound call to reach a patient for the first time and they are not there?

A
  • Leave a message
  • Make the call again 3 days later
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17
Q

If you make an outbound call for the 2nd time and the patient is not there when do you call again?

A
  • 10 days from very first attempt
  • send sorry letter (unreachable)
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18
Q

What’s intake

A
  • creating a profile for a new pt
  • confirming eligibility
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19
Q

What are the steps you take for new PT

A
  1. Intro
  2. Verify eligibility
  3. Intake
  4. Send booklet/ welcome letter
  5. Dedicated Coaching (then transfer)
  6. If no Then start COACHING
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20
Q

What are the steps for Existing PT

A
  • Is dedicated coaching available?
  • Transfer if so,
  • If not, start coachign
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21
Q

How far apart are the first 3 calls in coaching

A

1 week

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22
Q

How far apart are the last 2 calls

A

2 weeks

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23
Q

What are other roles you must fulfill as a coach

A

Order quit meds for eligible PT

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24
Q

What is a reset

A

when there is no response from a patient

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25
Q

When do you reset for a fax referral?

A

day 3, and day 7 (from first day)

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26
Q

When MUST your first attempt be to reset a fax referral

A

within 24hours

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27
Q

How long is the waittime on the phone?

A

8 minutes and goes to voicemail

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28
Q

What is the dialing code for an outside line?

A

9

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29
Q

What is the dialing code for long distance + outside line

A

+91

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30
Q

What is the closet smoker code

A

861

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31
Q

Can you speak with the mother or father of the pt

A

no, only speak to the pt his or herself for HIPPA

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32
Q

What does SLT stand for? and what is it

A

Smokeless Tobacco

DIP

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33
Q

Which client will you NOT find in the compass but will find in QP

A

Anthem

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34
Q

If the call has not been routed through a CSR, what must you say to notify your pt

A

all calls may be recordered for training and quality purposes

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35
Q

What are your steps for an inbound call?

A
  1. Thank you for calling-your name, with whome
    1. how can i help you??
  2. Is this your first time calling?
  3. No- Caller prompt or Yes Caller promt
  4. Do Intake
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36
Q

Which Clients offer PPP?

A

States

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37
Q

At the end of a 5 call session with a client what do they receive?

A

Completion Certificate

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38
Q

What the difference between “unreachable” and disenrolled?

A
  • Enrollment= 1 coaching session
  • unreachable means never able to get a hold of
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39
Q

Types of Referrals

A
  1. MD Consent
  2. Eligibility
  3. New
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40
Q

What MD Consent

A
  • High BP by meds,
  • stroke,
  • pregnancy,
  • breast feeding,
  • heart
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41
Q

New Referral

A
  • from doc/ PT directly
  • Health fair
  • may have MD Consent
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42
Q

Types of Protocol

A
  • Phone
  • Web
  • Web/Phone
  • MUST
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43
Q

Whats the phone number for ALL states

A

1-800-784-8669

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44
Q

How many mg are in 1 cig

A

1 mg +/-

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45
Q

How many mg are in One can of SLT

A

15 mg

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46
Q

How many mg are in Hookah

A

20 mg

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47
Q

How many mg are in cigar

A

2 mg

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48
Q

When does withdrawal peak

A

day 3 or 4

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49
Q

When does a craving start

A

3-4 hours

50
Q

Quit attempts what does it mean

A

tied to billing, how many times they called.

51
Q

What must you remember to do in Quit Pro so others may access

A

End call

52
Q

How are tobacco types measured?

A
  • cigarettes are measured/day
  • other/week
53
Q

What does Imp stand for

A

importance, scale of 1-10

54
Q

What does Conf stand for?

A

Confidence

55
Q

Name things that should show up on Alert Notes

A
  • Closet Smoker
  • Pregnancy Due Date
  • MD Consent- Received?
  • Eligibility exceptions
  • Mental Health Endorsements
  • Call Assistance (hearing impaired? Interpreter?)
    *
56
Q

How many appointments can be open on an active call?

A

1

57
Q

What is a bug in the system of Quit Pro

A

Quit Meds, always says yes

58
Q

Quick Pro initially shows

A
  • ID#
  • Age
  • Type of Tobacco
  • Phone
  • How many calls have been taken
59
Q

Alert Notes Should Show

A
  1. MD Consent
  2. MH endorsed
  3. Preg- Due Date
  4. Eligibility Exception
  5. Call assist- hearing impaired
60
Q

How old do you have to be to get NRT

A

18

61
Q

When is the only time you use the study section

A

pregnancy

62
Q

where will UPS not deliver

A

PO Box

63
Q

TTY stands for

A

teletypewriter, for the deaf

64
Q

Which lcient doesn’t do gen inquiry

A

Koller

65
Q

What is the assist line number

A

4300 or QL_Assistbox@njhealth.org

66
Q

How long do you have to dispute a QA

A

72 hours

67
Q

What do you say on the voicemail for closet smoker

A

just returning a call

68
Q

What is a violation of HIPPA

A

cannot talk with a third party

69
Q

Comments should include

A
  • Cpd
  • QD
  • Eligibility Info
  • Call Result (Scheduled Appointment)
70
Q

What should you say to PT while verifying eligibility

A

I want to offer you the best benefits possible

71
Q
A
72
Q

Name the Eligibility Systems

A
  1. United
  2. Embdeon
  3. PHP
  4. Kaiser
  5. Consumers Mutual
  6. Humana Care Source
73
Q

What should you check for in Superwell

A

should not say BSI

74
Q

How much is a nicotine atch

A

$4/day

75
Q

Which NRT requires prescription

A

Inhaler/Nasal Spray

76
Q

What does Koller require to begin intake

A

referral

77
Q

What does BRAVO require to begin intake

A

referral

78
Q

Koller, who to call..

A

Cindy

79
Q

Ohio United Conditions x4

A
  1. Administered by= Eligible
  2. My Care= Change to this in QP
  3. Community Plan= must starts with 1
  4. United Healthcare= ineligible
80
Q

What times do you schedule for referral

A

:20

81
Q

What times do you schedule for resets

A

:40

82
Q

What are things you should right down while taking a acall

A

PT ID # Name

83
Q

How to sound sincere for mental health

A

It sounds like things have been really difficult?

I hear you

84
Q

Which client has 4 scheduled calls to receive a completion packet?

A

Michigan

85
Q

Which client has 3 scheduled calls to receive a completion packet?

A

Superwell

86
Q

This client is a partner with Eiko and offers employee benefits for tobacco cessation

A

Bearance

87
Q

What is the extension # for North Dakota

A

x5666

88
Q

When will you have to manually select mailing?

A

Pennsylvania

89
Q

What do you do if a participant is eligible for Sanjel and BCBS?

A

enroll in Sanjel

90
Q

What type of profile do you create for a client with Anthem and is a CO resident

A

enroll in Anthem

91
Q

Which client has additional NRT benefits?

A

802 Quits Vermont

92
Q

If a client is Superwell and partakes in an OSU study what do you enroll it as?

A

OH

93
Q

What problem may you encounter w/ Centura Health

A

Non Tobacco Users that need to remove Surcharge. Notify their HR to send referral

94
Q

What is the name and number of the contact at Koller Quitline?

A

Cindy Huelsman 636-660-8136

95
Q

What fax # should be entered for Utah

A

999-999-9999

96
Q

If someone say they are a Kentucky State employee what is required to be emailed?

A

Status after 1st 3rd 5th call- email admin support

97
Q

When is Buckeye Centene eligible under Ohio

A

after e-referral is received

98
Q

Which group in Ohio is always INeligible?

A

Care Source

99
Q

What state client is currently under a transition period through 7/31/14?

A

Alabama

100
Q

What do we need to complete before warm transfer ND?

A

Intake + Referrals

101
Q

This referral is valid for only 2 months?

A

Amerigroup

102
Q

What is web based protocol

A

self directed

103
Q

What is reflective listening

A
  • for coaching/CSR
  • statement that you understand
104
Q

What prevention provides all types of resources

A

National Suicide Prevention

105
Q

What should you do if you identify a frequent caller

A

Let assistline know

106
Q

What does treatment facilites

A

people who can’t call because they are in a correctinoal facility

107
Q

HC

A

Highway Contact address- doesn’t work for UPS

108
Q

What do you do for a closet smoker to receive welcome packet?

A

Email request to admin support

Subject: Closet Smoker

Body: PTID/Full Name/Address

109
Q

What is system downtime?

A

logout of computer and don’t login until directed

110
Q

What does CDC stand for?

A

Center for Disease Control

111
Q

This study has a specialized script NOT in quit pro

A

Hospitalized Smoker Study

112
Q

Name 4 types of Referrals

A
  1. Fax
  2. Electronic
  3. Click to Call
  4. MD Consent
113
Q

What 3 things should comment have for referral

A
  1. Type
  2. Date
  3. Validity
114
Q

What should Alert Messages state for Referral x3

A
  1. Referral Recd
  2. Date
  3. NRT Validity
115
Q

How do you handle crisis calls?

A

Procedures and Guidelines-

116
Q

If medicaid PT doesn’t have Member ID? qualified?

A

yes

117
Q

What does Kentucky state employee affect?

A

Ordering NRT

118
Q

What is the program field coming from?

A

which program referred them via fax

119
Q

PHP eligibility- if you can find their name, then?

A

they are likely eligibile

120
Q

When do you actually use the “close” button while scheduling

A

When you can’t make outbound calls. Close the scheduling process, so we don’t call.

121
Q

Which subgroup Superwell must be enrolled for Ohio and not Superwell

A

OSU

122
Q
A

National Jewish (1 decks)

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