Case Coordintor Tracking

To identify the time spent and efforts made telated to researching a caller who has made repeat/multiple calls on the same issue.


A red asterisk (*) indicates required questions.

  1. First Name*


  1. Last Name*


  1. ZID (Z followed by 6 numbers, example Z123456)*


  1. Role*
    Senior Team Escalation
    Case Coordinator


  1. Location*
    Cary
    Frostburg
    Henderson
    Houston
    Madison


  1. Member ID*


  1. Date received the case - MM/DD/YY (example 07/01/20)*


  1. Time received the case - HH:MM (example 13:45)*


  1. Date completed the case - MM/DD/YY (example 07/01/20)*


  1. Time completed the case - HH:MM (example 15:00)*


  1. Amount of time spent doing research. XX hours, XX minutes*


  1. Last Name, First Initial of Superivsor that approved the Aux time for research of the case (example Smith, J.)*


  1. Issue / Purpose for the research*


  1. Groups contacted to assist in resolving the issue.*
    None
    CD&A
    Clinical
    Premium Billing
    Enrollment
    IT
    Digital (Web Design)
    Vendor Management
    Other


  1. If other, what additional groups assisted in resolving the issue?


  1. Comments regarding how issue was resolved.*


  1. Date contacted the member with resolution (MM/DDYY, example 07/02/20)*


  1. Time contacted the member with resolution (HH:MM, example 10:22)*


  1. Was the member satisfied with the resolution?*
    Yes
    No


  1. Comments from member if they are not satisfied with resolution.





Guy Macdonald