Referral Life Cycle Communication Quiz
- 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
Questions: 100 | Attempts: 25357 | Last updated: May 3, 2021
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