QA Updates

What do you have to put in Documentation??

• All details as it happened in the call.

• Just information I remember at the end of the call.

• Just relevant information

Do I have to confirm AGAIN the billing address to the member, if I access to the change PCP intent?

• True

• False

When you are verifying with address the HIPPA, does it has to be fully said by the member as it appears in the system?

• NO, its fine if they just say part of it.

• YES

Do I have to ask to the member if they are calling for the 1st time?

• No

• Yes

Do I have to read the "Innovalon Disclaimer" if it appears in the wrap up?

• It's ok if I don't say it.

• I MUST read it every time it appears in the wrap up

Do you have to ask: "Had you change the personal information in the last 30 days (if member is calling from Florida) --- or Recently (if member is calling from other state)"

• TRUE

• FALSE

Do I have to ask for the member responsibility, pay through date and Balance due every time I access to the Billing an payment intent?

• YES

• No, just Balance due...

Do I have to ask if the memeber wants to receive the Gaps in care?

• Yes, I do have to ask first

• No, I dont