Training Flashcards
What is AVAYA
- Phone service
- login/logout
- when full goes to voicemail
Backline Phone number
303-270-2614
When you don’t know the answer to a question and no one is there?
Call assistline
When you need more work or another IEX assignment
call assist line
Assist line extension
x4300
What does CSR stand for
customer service representative
What is the name of your department and the abbreviation?
Health Initiatives
HI
What is the term used for payroll
Oz
This is the name of the Case MGMT system
QuitPro
QP
EVERY CALL HAS AN ACTION
What was health initiatives originally
Disease MGMT
What’s the lung line?
- free info service for healthcare consumer
- lung, allergic and immune diseases
- evaluations
Who pays NJH
Clients
What are examples of Clients
- State
- Insurance
- Employers
- Studies (usually ignore)
How do you determine eligbility
- Quit Pro
- Age membership in a group
- State membership (could be addresS)
What is the name of a caller
Participant
PT
If you make an outbound call to reach a patient for the first time and they are not there?
- Leave a message
- Make the call again 3 days later
If you make an outbound call for the 2nd time and the patient is not there when do you call again?
- 10 days from very first attempt
- send sorry letter (unreachable)
What’s intake
- creating a profile for a new pt
- confirming eligibility
What are the steps you take for new PT
- Intro
- Verify eligibility
- Intake
- Send booklet/ welcome letter
- Dedicated Coaching (then transfer)
- If no Then start COACHING
What are the steps for Existing PT
- Is dedicated coaching available?
- Transfer if so,
- If not, start coachign
How far apart are the first 3 calls in coaching
1 week
How far apart are the last 2 calls
2 weeks
What are other roles you must fulfill as a coach
Order quit meds for eligible PT
What is a reset
when there is no response from a patient
When do you reset for a fax referral?
day 3, and day 7 (from first day)
When MUST your first attempt be to reset a fax referral
within 24hours
How long is the waittime on the phone?
8 minutes and goes to voicemail
What is the dialing code for an outside line?
9
What is the dialing code for long distance + outside line
+91
What is the closet smoker code
861
Can you speak with the mother or father of the pt
no, only speak to the pt his or herself for HIPPA
What does SLT stand for? and what is it
Smokeless Tobacco
DIP
Which client will you NOT find in the compass but will find in QP
Anthem
If the call has not been routed through a CSR, what must you say to notify your pt
all calls may be recordered for training and quality purposes
What are your steps for an inbound call?
- Thank you for calling-your name, with whome
- how can i help you??
- Is this your first time calling?
- No- Caller prompt or Yes Caller promt
- Do Intake
Which Clients offer PPP?
States
At the end of a 5 call session with a client what do they receive?
Completion Certificate
What the difference between “unreachable” and disenrolled?
- Enrollment= 1 coaching session
- unreachable means never able to get a hold of
Types of Referrals
- MD Consent
- Eligibility
- New
What MD Consent
- High BP by meds,
- stroke,
- pregnancy,
- breast feeding,
- heart
New Referral
- from doc/ PT directly
- Health fair
- may have MD Consent
Types of Protocol
- Phone
- Web
- Web/Phone
- MUST
Whats the phone number for ALL states
1-800-784-8669
How many mg are in 1 cig
1 mg +/-
How many mg are in One can of SLT
15 mg
How many mg are in Hookah
20 mg
How many mg are in cigar
2 mg
When does withdrawal peak
day 3 or 4
When does a craving start
3-4 hours
Quit attempts what does it mean
tied to billing, how many times they called.
What must you remember to do in Quit Pro so others may access
End call
How are tobacco types measured?
- cigarettes are measured/day
- other/week
What does Imp stand for
importance, scale of 1-10
What does Conf stand for?
Confidence
Name things that should show up on Alert Notes
- Closet Smoker
- Pregnancy Due Date
- MD Consent- Received?
- Eligibility exceptions
- Mental Health Endorsements
- Call Assistance (hearing impaired? Interpreter?)
*
How many appointments can be open on an active call?
1
What is a bug in the system of Quit Pro
Quit Meds, always says yes
Quick Pro initially shows
- ID#
- Age
- Type of Tobacco
- Phone
- How many calls have been taken
Alert Notes Should Show
- MD Consent
- MH endorsed
- Preg- Due Date
- Eligibility Exception
- Call assist- hearing impaired
How old do you have to be to get NRT
18
When is the only time you use the study section
pregnancy
where will UPS not deliver
PO Box
TTY stands for
teletypewriter, for the deaf
Which lcient doesn’t do gen inquiry
Koller
What is the assist line number
4300 or QL_Assistbox@njhealth.org
How long do you have to dispute a QA
72 hours
What do you say on the voicemail for closet smoker
just returning a call
What is a violation of HIPPA
cannot talk with a third party
Comments should include
- Cpd
- QD
- Eligibility Info
- Call Result (Scheduled Appointment)
What should you say to PT while verifying eligibility
I want to offer you the best benefits possible
Name the Eligibility Systems
- United
- Embdeon
- PHP
- Kaiser
- Consumers Mutual
- Humana Care Source
What should you check for in Superwell
should not say BSI
How much is a nicotine atch
$4/day
Which NRT requires prescription
Inhaler/Nasal Spray
What does Koller require to begin intake
referral
What does BRAVO require to begin intake
referral
Koller, who to call..
Cindy
Ohio United Conditions x4
- Administered by= Eligible
- My Care= Change to this in QP
- Community Plan= must starts with 1
- United Healthcare= ineligible
What times do you schedule for referral
:20
What times do you schedule for resets
:40
What are things you should right down while taking a acall
PT ID # Name
How to sound sincere for mental health
It sounds like things have been really difficult?
I hear you
Which client has 4 scheduled calls to receive a completion packet?
Michigan
Which client has 3 scheduled calls to receive a completion packet?
Superwell
This client is a partner with Eiko and offers employee benefits for tobacco cessation
Bearance
What is the extension # for North Dakota
x5666
When will you have to manually select mailing?
Pennsylvania
What do you do if a participant is eligible for Sanjel and BCBS?
enroll in Sanjel
What type of profile do you create for a client with Anthem and is a CO resident
enroll in Anthem
Which client has additional NRT benefits?
802 Quits Vermont
If a client is Superwell and partakes in an OSU study what do you enroll it as?
OH
What problem may you encounter w/ Centura Health
Non Tobacco Users that need to remove Surcharge. Notify their HR to send referral
What is the name and number of the contact at Koller Quitline?
Cindy Huelsman 636-660-8136
What fax # should be entered for Utah
999-999-9999
If someone say they are a Kentucky State employee what is required to be emailed?
Status after 1st 3rd 5th call- email admin support
When is Buckeye Centene eligible under Ohio
after e-referral is received
Which group in Ohio is always INeligible?
Care Source
What state client is currently under a transition period through 7/31/14?
Alabama
What do we need to complete before warm transfer ND?
Intake + Referrals
This referral is valid for only 2 months?
Amerigroup
What is web based protocol
self directed
What is reflective listening
- for coaching/CSR
- statement that you understand
What prevention provides all types of resources
National Suicide Prevention
What should you do if you identify a frequent caller
Let assistline know
What does treatment facilites
people who can’t call because they are in a correctinoal facility
HC
Highway Contact address- doesn’t work for UPS
What do you do for a closet smoker to receive welcome packet?
Email request to admin support
Subject: Closet Smoker
Body: PTID/Full Name/Address
What is system downtime?
logout of computer and don’t login until directed
What does CDC stand for?
Center for Disease Control
This study has a specialized script NOT in quit pro
Hospitalized Smoker Study
Name 4 types of Referrals
- Fax
- Electronic
- Click to Call
- MD Consent
What 3 things should comment have for referral
- Type
- Date
- Validity
What should Alert Messages state for Referral x3
- Referral Recd
- Date
- NRT Validity
How do you handle crisis calls?
Procedures and Guidelines-
If medicaid PT doesn’t have Member ID? qualified?
yes
What does Kentucky state employee affect?
Ordering NRT
What is the program field coming from?
which program referred them via fax
PHP eligibility- if you can find their name, then?
they are likely eligibile
When do you actually use the “close” button while scheduling
When you can’t make outbound calls. Close the scheduling process, so we don’t call.
Which subgroup Superwell must be enrolled for Ohio and not Superwell
OSU
