HCMs, what is your roster size?
And do you actually have time to serve the mbrs? Or are you mainly just filling out surveys and annoying the mbrs by asking more and more questions they have already answered a few weeks/months ago?
10 replies (most recent on top)
Yes, but no other choice! Calls are robotic and superficial, filling surveys out to fatten the higher ups pockets and no time to really listen, make an impact and offer good meaningful service! Mbrs feel it and complain that they were just recently called and they are fed up!
You have to manage 800 members ? That is impossible for one person.
HCM
Are you coverage team?
Almost 800!!!!! Ridiculous
I totally understand the rationale behind the auto dialer, but there are lots of problems. I got a member one late afternoon, and the member snapped at me because someone just called and spent an hour with them on the call. That nurse was still charting and hadn't taken the member contact action yet, so the auto dialer called her again. Then you have where a member was called say Monday, but because the HCM didn't clear some alert on that contact, the member is contacted again on Tuesday because of the alert, and they get upset at another call. Or there is some other issue like the HCM forgot to take an action like adding the care plan, and the computer flags the chart again for sequencing, and the member is back in the auto dialer yet again. Or the HCM created the ICT before the ICP, messing up sequencing, and they get put back in auto dialer. One time I did an mdat and realized after I charted the care plan and ICT I charted a no instead of yes, went in and took the survey again an hour after doing the ICP, and it entered a new action and messed up sequencing again. We are so worried about metrics we are missing the little things and the members are suffering. If we had rosters, we can go in and see what the member needs done before contacting them
Autodialer sounds horrible! No wonder so many associates are quitting. I am a HCM in HCCP. Autodialer would be the last straw for me. I'll take 250 members on a roster any day.
This is not about helping the members is about getting medicare money and making money for the share holders. Just do what you can to keep your job.
I am in auto dialer. It is a horrible waste of time. A member pops up for me for "sequencing" but they had a call the previous day in which another person completed the HRA with them but not the care plan. Then I talk to them and try to complete the comp survey. Because they don't stay on the line I can't do the care plan or ICT either, the call is UTC and the member is back in the auto dialer the very next day for sequencing for a third attempt. Waste of nurse resources. Then they stop answering altogether and UTC out. Then we send them a scannable mdat and when they return it, we have to call them again to attempt sequencing all over. Its a nightmare. Give me a roster any day
If we are trying to simplify things and not have the members go through so many questions, why is this new MOC so repetitive and confusing? Mbrs are having to do their MOC sequence constantly.... why?