Referral Life Cycle Communication Quiz

12 Questions | Total Attempts: 224

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Communication Quizzes & Trivia

Questions and Answers
  • 1. 
    What is the purpose of communication to our customers throughout the life cycle of the referral?
    • A. 

      Answers questions before they're asked

    • B. 

      Provides a Better Customer Experience

    • C. 

      Dissolves complaints before they happen

    • D. 

      All of the Above

  • 2. 
    You verify carrier rules and UR guidelines per ICON before processing/staffing a referral or sending a manual authorization request to the Adjuster/Case Manager for products/services.
    • A. 

      True

    • B. 

      False

  • 3. 
    Who do you contact to verify delivery demographics required to process a request?
    • A. 

      Adjuster

    • B. 

      Injured Worker

    • C. 

      Vendor

    • D. 

      Case Manager

  • 4. 
    What do you contact the Physician and/or Discharge Planner for?
    • A. 

      Confirm orders

    • B. 

      Obtain prescriptions when necessary

    • C. 

      Confirm delivery specifics if items are for discharge

    • D. 

      All of the Above

  • 5. 
    For all vendor directed referrals, how often will you communicate with the vendor until an ETA or purchase order is issued?
    • A. 

      Every 30 days

    • B. 

      Every 24 hours or 1 business day

    • C. 

      Weekly

    • D. 

      Every 2 business days

  • 6. 
    Who do you communicate with to confirm they can provide the requested products/services to the injured worker and provide/confirm with you the Delivery/Start of Care time frame for the products/services?
    • A. 

      Vendor

    • B. 

      Attorney

    • C. 

      Hospital

    • D. 

      UR Department

  • 7. 
    How often do you follow-up on Vendor and Product load requests?
    • A. 

      Bi-weekly

    • B. 

      Every 24 hours or 1 business day

    • C. 

      Every 2 business days

    • D. 

      Weekly

  • 8. 
     If product or service is not available, who do you internally escalate this to?
    • A. 

      HR

    • B. 

      Helpdesk

    • C. 

      The person that sits next to you

    • D. 

      Your Manager

  • 9. 
    For Home Health ongoing communication, how often do you make calls to the injured worker for stable long term care files?
    • A. 

      Weekly

    • B. 

      Monthly

    • C. 

      Every 30 Days

    • D. 

      All of the Above

  • 10. 
    For Complex Services when contact is made to the Adjuster/Case manager for authorization or any barriers/issues, who do you always carbon copy?
    • A. 

      Your Manager

    • B. 

      Sales Representative

    • C. 

      Sales Representative and your Manager

  • 11. 
    Who do you contact immediately if you come across any barriers/issues during the referral life cycle,?
    • A. 

      Adjuster/Case Manager

    • B. 

      Attorney

    • C. 

      Doctor's Office

    • D. 

      Caregiver

  • 12. 
    Within how many days prior to the Delivery Date or Start of Care (SOC) would you contact the injured worker and our vendor?
    • A. 

      3 day business days

    • B. 

      4 business days

    • C. 

      2 business days

    • D. 

      1 business day

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