RO CX - Module 3 and 4 Solutions Refresher

What information can we find in a member's Care App account?

• PII, active plans, account history

• PII, active plans, account history, payment apps, access to Care Center

• PII, active plans, account history, payment apps

• PII, active plans

When should we check the Care Center?

• To check provider messages and appointments with the clinical team

• To verify who cancelled a pending or held Treatment Request

• To confirm the approval date of an Online Visit

What can we verify in the Provider Messages section?

• Insurance Information and BV results

• Context on the patient's message regarding the Clinical Team

• Who cancelled a pending or held Treatment Request

• The approval date of an Online Visit

TRUE OR FALSE: We should check Clinical Notes often.

• TRUE

• FALSE

What can we verify in the Tasks section?

• Who cancelled a pending or held Treatment Request

• Provider messages and appointments with the clinical team

• Who created a Care Center Task

• When a Care Center Task was created

What can we verify in the Labs section?

• Creation, shipping, and fulfillment of lab testing methods

• Insurance information and BV results

• Who cancelled a pending or held Treatment Request

• Provider messages and appointments with the clinical team

Why should we check previous interactions in Zendesk?

• To gain more context on the patient's message

• To confirm the approval date of any Online Visit

• To verify who cancelled a pending or held Treatment Request

• To avoid repeating information unnecessarily

What should we do to address a member's request correctly?

• Identify each of the member's requests and address them accordingly

• Respond to the ticket as fast as possible to keep a good AHT

• Ask the member to clarify their requests

• Guess what the member wants to avoid double-interactions

TRUE OR FALSE: We put emphasis on the "Extract" and "Assess" sections of the READ approach to identify a member's request.

• TRUE

• FALSE

Other than PII, what else can you verify in the Personal Info Tab?

• If a member has a PO Box

• If a member has been unsubscribed

• If a member has opted out of SMS

• If a member has more than one address