Wave 108 Quiz 2

We use the dropdown Facility Closed for the following scenarios:

• • The recording advises that the office is closed.

• • The recording states the facility's normal business hours, and they are closed for the day.

• • The representative from the facility advises us to call back tomorrow during normal business hours. (Answering service, after hours) 

• • The recording states the facility's closed due to inclement weather or holiday.

• • We called too early, and their office is still closed. 

When sending Form 77, what should be included in your documentation?

• This request is urgent, looking forward to your immediate response.
• We have sent the email request for status. Please respond.

• Second Urgent Request

• Hi, please be advised we sent the request for status via email. Please call us back.

If there is a system note that records have been uploaded to our portal.

•  Route to Invoice Due

• Route to Image Issue

• Route to Supervisor Review

You handled the order under AARS stage. Based on the screenshot , we still have to verify where records are processed and if the request was received.

•  True

• False

• Maybe

We use this option when the facility has confirmed that they received the request and are processing it already, but they can’t provide an exact date on when they can release it.

• Reviewing Records for Release

• Records HAVE or WILL BE Faxed

•  Records HAVE or WILL BE Mailed

• Route to National Copy Service Followup

Representatives must avoid the unnecessary creation of status notes. If this happens, the rep will constitute a markdown for wrong notes that were not deleted or escalated.

• True

• False

We use this dropdown if the facility asks us to resend the request to them because they did not receive it.

• RECORDS VERIFIED? Yes

• REQ RECV’D? No – Continue to Follow Up

• RECORDS VERIFIED? No

• REQ RECV’D? No – Send Duplicate

Select all the incorrect answer/s. We will used FACILITY CLOSED contact dropdown if:

• The recording advises that the office is closed.
  

• We called during their lunchtime.

• We called too early, and their office is still closed. 

• The recording states the facility's closed due to inclement weather or holiday.

In Required Steps to get a Live Contact. We must ensure that you will search using Original Location.

• True

• False

Select the answer/s that is/are considered a no-live contact scenario

• You stayed on the line for an extended amount of time.

• You reached the facility's voicemail and left a message.

• Your call is answered by an operator. You are informed that they can only take a message and cannot give you any information.