WorksheetsICM Workflow A360Quiz
Total questions: 36
Worksheet time: 21mins
What does Intensive Care Management (ICM) focus on?
Specialized care for critically ill patients
Emergency room patients only
Women's Health
An agent is calling a Member/patient to offer services from Arkos Health and receives the Members voicemail. How would you document the call in Arkos 360 salesforce?
“Log Outreach Attempt” in the RFS
In the Salesforce Tabs Navigate to the drop-down arrow on the right side of screen and
Select "New Task " to document a voicemail was left.
An campaign appointment has been scheduled with a Member ! What are steps to document the call and Leave detailed notes?
Identify RFS scheduled in
Click hyperlink to open “Request for Service” Intensive Care Management
Within the RFS
Click “Log Outreach Attempt”
Describe the ICM SOC campaign goals and how can the program help the member(s)? Please explain in 2 or more complete sentences.
What is the first step to create a Request for Service in Arkos 360 Salesforce?
Select the "Appts & RFS" tab
Click "Create Request for Service"
Add "Reason for Request"
Verify the address for the appointment
What Service Type must be selected for an Intensive Care Management (ICM) Start of Care request?
Routine Wellness Visit
Intensive Care Management (ICM) Start of Care
Emergency Visit
Follow-up Appointment
Which Case Origin must be selected when creating the request?
Provider Referral
Health Plan
Self-Referral
Community Program
What information must be included in the "Reason for Request" field?
Member’s email address
Details about the appointment location
Intensive Care Management (ICM) Start of Care
Member's language preference
What should be entered in the "Notes for Provider" section?
Appointment duration
Member's medical history
Campaign name and service details
Guardian's contact information
Where can the Intensive Care Management (ICM) Start of Care RFS be located?
Under the "Appts & RFS" tab in the "Requests for Service" section
On the Field Service map
In the GANTT view
In the Notifications tab
What is the first step after opening the Intensive Care Management (ICM) Start of Care RFS?
Select the Case Origin
Click "Book Service Appointment"
Verify the address for the appointment
Add a note for the provider
What options are available for Appointment Type?
Telephonic or In-Person
Emergency or Routine
Wellness or Follow-up
Virtual or Hybrid
What should be chosen as the Notification Preference?
Email Only
Text Only
Both
None
What should you do after verifying the address for an in-person appointment?
Click "Confirm Appointment"
Adjust the appointment duration
Select "Next" to proceed
Save and exit
What is the default duration for in-person appointments?
60 minutes
90 minutes
120 minutes
45 minutes
What details must be confirmed before finalizing the service appointment?
Guardian’s name and contact information
Appointment Type, Preferred Language, Work Type, and Address (if in-person)
Notes for Provider and Reason for Request
Case Origin and Service Territory
What must be done with the SA-number after the appointment is confirmed?
Copy it and paste it into the Field Service search bar
Save it in the Notes for Provider section
Share it with the member
Use it to create a new request
Where should the SA-number be pasted in Field Service?
Into the Notes section
Into the Search Service Appointment search bar
Into the "Reason for Request" field
Into the Appointment Type dropdown
What is the purpose of the "Service Territory" field in Field Service?
To assign the correct provider based on location
To track the campaign associated with the request
To verify appointment type
To adjust the appointment duration
Which skill must be selected in the GANTT view?
Wellness Check
ICM
Telephonic Consultation
Care Coordination
What should you consider when dragging the SA-number to an appointment slot?
Notification preferences
Drive time (black line) and potential overlaps
Member’s language preference
Appointment type
What happens if drive time overlaps with another appointment?
The system cancels the appointment
The appointment status changes to pending
You must adjust the service appointment slot
The system automatically reschedules
How do you finalize scheduling in the GANTT view?
Click "Confirm Appointment"
Drag the SA-number to the available slot and adjust if needed
Enter the SA-number in the "Notes for Provider" section
Select "Finalize" from the menu
Why is it important to verify all details before confirming the service appointment?
To ensure documentation compliance and accurate scheduling
To update the provider’s contact information
To notify the member automatically
To save time during follow-ups
Where should you navigate to document notes for a member in Arkos 360 Salesforce?
Alerts & Activities tab
Member's account tab next to the "Field Service" tab
Field Service tab
Home dashboard
What is the first step to create a new task in the member's account?
Click "Alerts & Activities"
Click "Field Service"
Select "New Task" from the drop-down arrow on the right side of the screen
Enter details in the Notes section
What subject should be selected when creating a new task?
Follow-up
Call
Appointment
What date should be selected for the "Due Date" field when creating a task?
The date the task is created
The current date
The date the call was made
The date of the next follow-up
What information should be included in the "Comments" section of the new task?
Member's personal information
All details from the call
The member's case number
Upcoming appointments
What action must be taken after completing all required fields for the new task?
Refresh the page
Mark the task as completed
Click "Save"
Navigate to the "Field Service" tab
Where can you find tasks that need to be marked as completed?
Notes section
Field Service tab
Alerts & Activities - "Upcoming & Overdue" section
Member's profile
How do you signify that a task has been completed in the "Upcoming & Overdue" section?
Delete the task
Click "Edit" and update the status
Check the box next to the task
Drag and drop the task to the completed list
What happens when you mark a task as completed and refresh the page?
The task disappears completely
The task moves to the completed list under the current month
A notification is sent to the supervisor
The member's profile is updated
Why is it important to document and complete tasks accurately in Arkos 360 Salesforce?
To meet documentation compliance standards and maintain accurate member records
To notify the member automatically
To reduce system errors
To avoid duplicate tasks
What must be done after copying the SA-number? (hint Ctrl + v)
Paste it into the Field Service Search Service Appointment bar
Enter it into the Guardian’s details
Email it to the provider
When an agents receive the Members voicemail / or speak with a member to schedule an appointment. What must we verify?
Member eligibility must be checked and "time stamped" for each interaction call in A360.
