May Voting - Process Improvement Forum - Denial Submissions
Name: 


  1. The below requests were recommended for Denial. You are required to vote on each entry based on a scale of 1 to 5 with 5 being the best or highly recommended for denial. Please include comments supporting the ranking.


  1. MD info on IT notes 

    To bridge treating physician MD information from claim capture to IT notes in Tams2 and especially to Juris, to facilitate IC process when confirming MD info. In most cases EE's become upset stating they have already given MD info upon intake and sometime cannot locate it upon conducting IC.
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  1. MD info on IT notes  - Comment


  1. Client Readiness

    a large amount of our clients when calling in do not have the information for the call and the employees information. This takes a lot of time to wait for information to be retrieved or accumulated while we are on the phone.


    The solution: When our sales representitive sale our services, this should be one of the top priorities, when explaining the call in pprocess. All the details should be accumulated before making the call. We should have a sheet for each client made just for them, replica of the questions they will be asked for the claim process. this form should be filled out before calling.
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  1. Comment - Client Readiness


  1. Avaya IC pop up window at end of calls

    Have the Avaya window stop defaulting to 'on top' in the destop space.

    When a caller terminates their call the Avaya IC pop up window automatically defaults to 'on top' in the desktop space. Because the SCR's are generally not expected to release the call (we allow the caller to do so) the SCR will be utilizing those few seconds to enter notes, diaries, etc. while waiting for the line to terminate. If the SCR does not catch it, the termination of the call will trigger the Avaya pop up window and the notes they were typing are lost. This adds from 30 to 45 additional seconds per call when this happens.
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  1. Comment - Avaya IC pop up window at end of calls


  1. Link IVR to JURIS/TAMS so claim populates on-screen at call arrival - Voice Your Ideas feedback

    By linking Avaya to JURIS/TAMS so the most current claim populates automatically based on the info the caller enters into the IVR we may be able to reduce breaches due to selecting the incorrect employee/claim. This method would still rely on verbal authentication, but would reduce the time to ask for and then input employee ID info, employer, claim #, etc
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  1. Comment - Link IVR to JURIS/TAMS so claim populates on-screen at call arrival - Voice Your Ideas feedback


  1. Link DNA to JURIS/TAMS - Voice Your Ideas feedback

    DNA could be linked to JURIS/TAMS and should display the relevant information for the claim/situation the SCR is currently working on automatically. This would eliminate the need to launch a separate program and search for what you need.
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  1. Comment - Link DNA to JURIS/TAMS - Voice Your Ideas feedback


  1. Relationship

    When in Claim Capture when you choose the relationship for whom the claim is in regards to, if you type "D" the first option should be "Daughter" but instead the option leads straight to "Adopted Daughter". The same is true for when you type "S" for "Son", the option defaults to "Adopted Son". This has been a major cause in regards to CCI's as SCR's are choosing the wrong relationship by just assuming that it takes them to the correct option. If system cannot be updated to go to the first letter of the word the relationship starts with, would it be possible to disable function so that SCR's have to actually manually choose option by scrolling?
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  1. Comment - Relationship


  1. State Disability

    Currently there are DS and FMLA claims that involve payments through the state the EE lives in. However there is not specific information anywhere in DNA, Juris, or Tams2 that will help SCRS understand how state DS payments are issued. I request that there are updates to guide SCR with helping callers understand State DS pay and other policys. I am always asked why STD is needed with State DS when they are receiving pay from the state of residence. This information should be provided to SCRs for clarification.
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  1. Comment - State Disability


  1. Employee Lookup

    It would make the claim process a lot faster to have every client have an Employee Lookup option. When there is not that option the claim takes anywhere from 4-6 minutes longer. Verifying information that is pre populated makes for a smooth fcall.
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  1. Comment - Employee Lookup


  1. NCC Opening Statement - Voice Your Idea feedback item

    The current NCC opening statement is too lengthy, confusing, and is grammatically incorrect. We need a better opening statement.
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  1. Comment - NCC Opening Statement - Voice Your Idea feedback item


  1. Multiple Wrap-up Reasons

    Currently colleagues can only choose one reason in the wrap-up box when often there may be multiple reasons for a wrap up especially if colleague serviced more than one type of claim so the suggestion is to implement the change of holding down the CTRL key down to choose multi wrap-up reasons; this will allow for better data gathering for analysts to effectively manage account metrics
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  1. Comment - Multiple Wrap-up Reasons





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