SMST Call Tracker #4

To be filled out for all calls that are taken by the SMST Team.
Name: 


A red asterisk (*) indicates required questions.

  1. ZID (Ex. Z123456)
    Do not provide made up ones, need ur actual ZID with the Z at the start of it.*


  1. Location*
    Cary
    Henderson
    Houston
    Madison
    Manila
    Jonesboro
    TTEC WAH
    ABB
    Northgate


  1. ZID of the person that transferred the call to SMST (either by warm transfer discusison or in PeopleSafe)


  1. CCR Last Name who transferred the call to SMST


  1. Member ID


  1. How was the call transferred to the SMST*
    PeopleSafe Quick Transfer
    Warm Transfer
    Direct Dial (letter related)
    Cold Transfer


  1. What is the main purpose of the call being transferred to the SMST*
    Address Change Same State
    Address Change Out of State
    Letter regarding Address
    Temporary Address Change
    Out of Area (OOA)
    Letter regarding OOA
    Member was disenrolled
    Disenrollment request
    Cancellation of Enrollment request
    Cancellation of Disenrollment request
    TRC 127
    LEP
    LIS
    EGWP Opt Out
    CMS Enrolled Member
    Other (chose from the following in next sectiion)


  1. If not one of the valid transfers above, which of the following other transfers was the transferred call related to?
    Application
    Client support
    Confirming address on file
    Copay / Deductible
    Coverage for 2020
    Coverage Determination / Exceptions
    Dropped Calls
    Effective Date
    Enrollment for 2020
    Enrollment Issue
    Formulary
    Grievance
    Member Deceased
    Member ID Card
    Name Change
    Phone / Email Change
    Pharmacies
    Plan Design
    POA
    Premium Billing
    Prescriptions
    Returning a call
    Supervisor request
    Other (provide brief explanation in next section)


  1. If none of the prior options, what was the transferred call related to?


  1. Was there a need to file a Grievance?*
    Standard Grievance in MedHOK
    Resolved Grievance in MedHOK
    Both Standard and Resolved Grievance in MedHOK
    No Grievance required.





Guy Macdonald