If the caller is calling from a clinic, what information do we need to verify them?
First name & clinic name
What information do we need to authenticate a patient's account?
First and Last name, DOB, Phone Number OR Full Address
What is the phone number to vendor San Antonio - Texas Medical Transportation (TMT)??
(210) 375-6823 alt # (210) 480-6868
What is the Ride Share disclaimer that we provide during the summary?
“CCT provides a ride sharing service, so there is a possibility that another patient will be sharing the same vehicle.”
What is the disclaimer we are required to use when asking for the patient's account information?
"For security purposes and to ensure the correct account is accessed, may I have ___"
What do we do if a patient is termed in IKA, but says that is incorrect?
Send IKA Verify Eligibility email to Customer Service Leadership team
If a third party caller is requesting to activate a patient’s return trip, what must we obtain from them AFTER verifying them?
Clinic name or address
If the caller is the patient's relative, what do we need from the caller?
First and Last name; relationship to the patient; phone number
What system do we use to verify eligibility?
IKA
Who is the El Paso market manager?
Luis Cordova
What information must we confirm before cancelling a trip?
Appointment date, PU & DO addresses & appointment time
What are the two seat types we offer at CCT?
Ambulatory (standard); wheelchair
What are the current hours of operation for CCT Customer Service?
6:00am-7:00pm CST
If a third-party caller is requesting to make changes to a trip, what must we obtain for them AFTER verifying them?
They must be able to provide 2 pieces of information: Booking ID, Appointment Date, PU or DO time, or PU or DO address
What is the vendor disclaimer that we provide during the summary?
“In the event that a CCT driver is not available, a trusted vendor will be sent.”
What system do we use to see if a patient is eligible for VA trips?
TruCare
If the patient needs a wheelchair accessible vehicle, what information do we confirm next?
Whether or not the patient is able to transfer.
What is the earliest time that we can book a trip for? What happens if the patient wants to book a trip for an appointment outside of our hours of operation?
7:30 am. Offer to call the clinic to reschedule for a different time.
What does a good CCT opening sound like?
"Thank you for calling CCT my name is ____, How may I assist?"
How many core benefits and who are they with? Plan H4590-025.
24 ComfortCare
Your experience on this site will be improved by allowing cookies.