OAH CALL FLOW

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OAH CALL FLOW by Mind Map: OAH CALL FLOW

1. Rewards Card

2. Rising / High Risk

2.1. OAH Model of Care - Scheduler Call Script Display

2.1.1. https://enterprisenow.optum.com/kb_view.do?sysparm_article=KB0033736

3. Inbound

3.1. Opening

3.1.1. Introduction/Greeting

3.1.2. Branding

3.1.3. Reason for Call

3.1.4. Open End Question (How are you?)

3.2. Explain HCV

3.2.1. 45-60 Minutes

3.2.2. Physical Exam

3.2.3. Discuss Medical History

3.2.4. Review Medications

3.2.5. Reward Card (If applicable)

3.3. Identify Healthcare Need

3.3.1. Questioning Strategy

3.3.2. Transition from Needs to Values

3.4. Commitment to Schedule

3.4.1. Commitment Question

3.4.2. HIPAA Verification

3.4.3. Schedule (Offer 1st Available Appt)

3.5. HIPAA Verification

3.5.1. First and Last Name

3.5.2. DOB

3.5.3. Full Physical/Mailing Address

3.5.4. Subscriber ID/Member ID

3.5.5. Phone Number

3.6. End Call Process

3.6.1. Provider Notes

3.6.2. Confirm Additional PHI Information

3.6.3. Summarize HCV Details

3.6.4. Closing Branding

4. Outbound

4.1. Opening

4.1.1. Introduction / Greating

4.1.2. Branding

4.1.3. Reason for Call

4.1.4. Open End Questions (How are you?)

4.2. Explain HCV

4.2.1. 40-60 minute visit

4.2.2. Physical Exam

4.2.3. Discuss Medical History

4.2.4. Review Medications

4.2.5. Rewards Card (If applicable)

4.3. Identify Healthcare Needs

4.3.1. Questioning Strategy

4.3.2. Transition from Needs to Values

4.4. HIPPA Verification

4.4.1. Recording Disclosure

4.4.2. First and Last Name

4.4.3. DOB

4.4.4. Full Physical/Mailing Address

4.4.5. Subscriber ID/Member ID

4.4.6. Phone Number (if applicable)

4.5. Commitment to Schedule

4.5.1. Commitment Question

4.5.2. HIPAA Verification

4.5.3. Schedule (Offer 1st Available Appt)

4.6. End Call Process

4.6.1. Provider Notes

4.6.2. Confirm Additional PHI Information

4.6.3. Summarize HCV Details

4.6.4. Closing Branding

5. NO ANSWER

5.1. CCM DSNP

5.1.1. https://enterprisenow.optum.com/nav_to.do?uri=%2Fkb_view.do%3Fsys_kb_id%3D0aa8a8c01bd108d465330f2f5b4bcb8c%26sysparm_rank%3D21%26sysparm_tsqueryId%3D7a99595b1b750890eaf443f4bd4bcb35

5.2. CCM DSNP Multiple Accounts Search Results

5.2.1. https://enterprisenow.optum.com/kb_view.do?sysparm_article=KB0033591

6. Identified as having:

6.1. Dis-enrolled / Re-enrolled

6.2. Plan change

6.3. Re-enroll

7. Voicemails