VHA Call Types

VHA Call Types

Section One: Tier 1- Transfer The Call? Provide General Information? Escalate To Tier 2?

Section Two: Service Recovery- VHA Categories

Next

This first section is Tier 1. You have been trained to provide general information so you will resolve many calls. Other calls you may transfer or escalate if it is beyond your scope of training and knowledge. In this Section 1 activity, you will choose the outcome of each call.

Next

The three answer options are: Transfer the call Provide General Information (no transfer or escalation needed) Escalate to Tier 2

Are you ready?

Start

Question 1/30

Veteran calls for information about hiring a new caregiver. They want to know more about qualifications. What do you do?

Transfer the call

Provide general information

Escalate to Tier 2

Question 2/30

Veteran calls in and is having identity verification issues for DS Logon. The 2-factor authentication code was not received. The email address is correct. How do you help the caller?

Transfer the call

Provide general information

Escalate to Tier 2

Question 3/30

Caller cannot sign into VA.gov. The error states the caller was logged out due to inactivity but the page would not allow her to do anything. Caller is helping a Veteran and using DS Logon on MS Edge. How do you initially help?

Provide general information

Transfer the call

Escalate to Tier 2

Question 4/30

Veteran calls in asking about Community Care and the closest VA partner clinic. What do you do next?

Escalate to Tier 2

Transfer the call

Provide general information

Question 5/30

Caller has a MyHealtheVet account. He is completing the VA health care application online and needs help. You assist with a question he has but he asks you to help him with completing the full application. What do you do next?

Transfer the call

Provide general information

Escalate to Tier 2

Question 6/30

Veteran wants to go to an emergency room. They called in to see if this would be covered under VA health care prior to calling 911. What do you do next?

Transfer the call

Provide general information

Escalate to Tier 2

Question 7/30

Veteran calls in about a billing question for a recent medical procedure. After sharing her story with you, you....

Escalate to Tier 2

Provide general information

Transfer the call

Question 8/30

Veteran is new to VA health care and calls about eligibility for a new community care visit. You explain and then they ask for authorization for a visit. What do you do next?

Escalate to Tier 2

Transfer the call

Provide general information

Question 9/30

Veteran calls to share that their recent visit to their VAMC resulted in a breech of confidentiality and they are very upset. You listen to them and document their story, then you.....

Provide general information

Escalate to Tier 2

Transfer the call

Question 10/30

Veteran is experiencing adverse credit reporting and debt collection issues as a result of receiving community care. You listen to them and create case notes. What do you do next?

Transfer the call

Escalate to Tier 2

Provide general information

Section 2

Service Recovery

Next

This section focuses on the 14 VHA Categories that all agents are now trained in.

Next

Question 11/30

Which Case Type?

The spouse of a Veteran receiving care at the Anytown VA Medical Center calls concerned that her husband is in extreme pain and has been for weeks. He can not get a refill because the results of the blood test he had to take before the prescription could be filled, have not been received by his doctor or the pharmacy at Anytown VA MC.

Staff Courtesy

Coordination of Care

Access/Timeliness

Question 12/30

Veteran calls in claiming they have symptoms of RSV but the medical facility refused to test them and ignored their claims.

Which Case Type?

Staff Courtesy

Access/Timliness

Coordination of Care

Question 13/30

Which Case Type?

Veteran was discharged 2 days ago. He is confused on what to do about follow-up appointments and the instructions they gave him.

Patient Advocate

Coordination of Care

Preferences Decisions

Question 14/30

Which Case Type?

Veteran is calling to ask about the status of their approval for being seen in the community.

Environment/Physical Comfort

Patient Advocate

Community Care

Question 15/30

Veteran expresses that he has not received a notification regarding his dental eligibility and claim status

Which Case Type?

Coordination of Care

Eligibility

Access/Timeliness

Question 16/30

Which Case Type?

Veteran states that as an inpatient, he is not being fed.

Staff Courtesy

Environment/Physical Comfort

Patient Advocate

Question 17/30

Veteran complains that he has found incorrect information in his medical record and would like to have it corrected.

Which Case Type?

Medical Records

Medication

Preferences Decisions

Question 18/30

Which Case Type?

Veteran received a medication in the mail that she has never received before and didn’t receive the medication that she reordered.

Medical Records

Preferences Decisions

Medication

Question 19/30

Which Case Type?

Caller states that the person at the information desk was rude to him when he asked for directions to the emergency department.

Patient Advocate

Staff Courtesy

Risk Management

Question 20/30

Veteran disagrees with the medical center’s policy regarding visitation hours and is dissatisfied with reasons given for the policy.

Which Case Type?

Referral

Preferences Decisions

Environment/Physical Comfort

Question 21/30

A Veteran has a bill that has not been paid for by the VA and now his physician will not see him again until that bill has been paid, or the bill is going to collections.

Which Case Type?

Clinical Appeals

Coordination of Care

Billing

Question 22/30

Veteran called in that they have been outside awaiting a ride through VA transportation services. Where are they and will they be coming soon?

Which Case Type?

Access/Timeliness

Environment/Physical Comfort

Staff Courtesy

Question 23/30

Veteran cannot reach his Patient Advocate and has left messages. No calls have been returned.

Which Case Type?

Staff Courtesy

Patient Advocate

Coordination of Care

Question 24/30

Veteran’s daughter called to complain that she and her siblings were not included in the decision for her father to receive elective knee surgery which they believe to be unnecessary given the risks.

Coordination of Care

Preferences Decisions

Risk Management Complaints

Question 25/30

Veteran’s proxy states her husband was given the wrong blood type during a transfusion and is now in ICU and not expected to make it.

Which Case Type?

Clinical Appeal

Coordination of Care

Risk Management Complaint

Question 26/30

Veteran's spouse calls to complain about the signage in the parking lot of the VAMC. She is lost.

Which Case Type?

Environment/Physical Comfort

Risk Management Complaints

Preferences Decisions

Question 27/30

Veteran calls to complain that her caregiver was removed from the program.

Which Case Type?

Preferences Decisions

Clinical Appeals

Coordination of Care

Question 28/30

Veteran calls in about a concern for ambulance billing to his community emergency room.

Which Case Type?

Billing

Community Care

Clinical Appeal

Question 29/30

Veterans spouse calls in that the Veteran's watch and other personal items are missing from his VA assisted living facility.

Which Case Type?

Staff Courtesy

Risk Management Complaint

Environment/Physical Comfort

Question 30/30

Veteran calls to state that the food is not good at the VA MC and the vending machine choices are minimal and expensive.

Which Case Type?

Environment/Physical Comfort

Referral

Staff Courtesy

Question: Bonus

Son of a Veteran called and stated his father was released from the VAMC after a knee replacement. Does he receive physical therapy? Is there pain medication? Nothing was shared with his father.

Preferences Decisions

Clinical Appeal

Coordination of Care

For Review

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