March Game Night

What is the first resource you should use to find a member's advance notice policy?

• LCAD Sidebar

• Google

• UAG

• The Hub

Answer explanation

What field should you be in?

What is the quickest way to see what LOS the MBR's plan covers?

• Sidebar

• SOW

• The Hub

• UAG

Answer explanation

What field should you be in?

Can you see in LCAD if the MBR's plan covers meals and lodging?

• Yes

• Maybe google can help

• No, I should go to chat

• No plans cover meals and lodging

Answer explanation

The SOW in documents in the sidebar. CTRL F and type in _______?

IF member has a DME(Durable Medical Equipment) you should note that in what field?

• Pick up DIR

• Rider Notes

• Condition Field

• TP Comments

Answer explanation

The TP comments can be seen by both the A leg TP and the B leg TP. Keep in mind it may not be the same person that handles both trips. The B leg driver may only look at the notes on the Pick up location, not the notes on the drop off because the MBR will be with them.

If a MBR only has a DNU account what should I do?

• Search for other accounts for the member

• Let them know they have a different transportation vendor

• Advise them they will need to speak to their insurance provider

• Tell them their insurance doesn't cover transportation anymore

Do you need to know the escorts LOS?

• Yes

• No

• Why does it matter?

• How should I know?

Answer explanation

IF a member's escort is in a wheelchair but the MBR is ambulatory and you don't ask about escort LOS, the vehicle that picks them up will not be able to accommodate the escort.

FAC alt arrow up is searching the Rolodex

• True

• False

Answer explanation

FAC in the drop of field and ALT arrow up only search previous trips the member has been on. The drop off field should be blank and then ALT arrow up, that is how you pull up the Rolodex. You can search different ways within this box. If you type in the phone number make sure you select the phone number radio tab and ALWAYS press SHOW ALL. If you do not find it with the phone number you must search with the address. Less is more. I suggest you use just the numbers of the address and first letter of the street name, you find it 90% of the time. You can also search with the address number first, if not found, you must try the phone number. I recommend placing the address in a google tab when the member gives it to you. This benefits you in a couple of ways. You don't have to ask for it again if it isn't in the Rolodex and/or you have to try a different way to search. (active listening) If it isn't, make sure you place your google verify notes in a trip note after saving the trip. (QA) Keep the address in the tab and put the doctors name the member gives you in that tab with it. (QA) This can help spell the name to add it to the PHY field. (billing) Or if the MBR doesn't know the first name, this can help with options for names associated with that address. Type in DR So-and-so with the address. You can also copy and paste from Google to LCAD by using your keyboard CTRL C is copy and CTRL V is paste.

What can I control in a call?

• Tone

• Bonding

• Call Flow

• Accuracy of the information entered

How can tone change a call?

Evaluate responses using AI:

OFF

I should transfer calls to the language line

• NO, that is call avoiding 211 does not work for Modivcare, their job is to translate languages.

• Yes, how are they going to get help if I don't transfer them