Knowledge Boost

2. Problems reaching the plan on the telephone, Dissatisfaction with the quality of care provided, Displeased with premium, copayments, or benefit designs, i.e. benefit changes, cost share changes, etc., Issues with an external company/vendor
3. Be clear and concise, keeping in mind that callers may not understand what you tell them easily. Check for understanding throughout the call.
6. I follow through, working with others to find solutions
8. Patient and family-centered care that optimizes quality of life by anticipating, preventing, and treating suffering. Care throughout the continuum of illness involves addressing physical, intellectual, emotional, social, and spiritual needs and to facilitate patient autonomy, access to information and choice.
9. True or false Oxygen equipment is rented from the supplier for the first 5 years

1. Members or providers contact us because they didn't get recieve their payment check
4. Phone number option should NOT be used.
5. The Due Date must be entered by you. You must make the due date of the 10th of the current month if the record is added prior to the 10th. Note: If it is on or after the 10th, this date should reflect the 10th of the following month. (Example: The member calls on 2/10 the due date must be 3/10)
7. “I don’t know what to do to get help”, “I live alone. My children have their own lives. I don’t want to bother them. My children don’t have time.”, Needs help with transportation to appointments (non-Emergent), Needs access to affordable housing or updating home for current needs (i.e., Wheelchair ramp)"
10. CSR must transfer the member to the survey when offering at the end of the call on virtual callback calls by manually entering either the PCS Transfer English VDN 0001961525 or the Spanish VDN is 0001961742