31.8b Aux Codes and Dispositions

AUX CODES AND DISPOSITIONS

START

DISPOSITIONS

Dispositions are statuses that indicate the contact type and purpose for in- and outbound calls. These statuses allow for proper monitoring of JPP phone work.

What is a Disposition?

WHEN DO DISPOSITIONS APPEAR?

The disposition pop-up will appear after each inbound and outbound call.

Show me!

(Refer to the Disposition and AUX Code QRG at the start of this course for a list of dispositions)

The Following Slides will demonstrate the flow for choosing which disposition to select

Choosing Dispositions - Inbound

JPP Call Flow(Click to start)

Was their issue resolved OR are follow on actions known and presented?

Who was the caller?

What was the call about?

B - BeneficiaryM - MTFP - Provider

Select the appropriate disposition

Y - FCRN - Non FCR

Choosing Dispositions - Outbound

JPP Call Flow (Click to start)

First call Resolution does not apply to outbound calls.

Who did you call?

What was the call about?

Select the appropriate disposition

B - BeneficiaryM - MTFP - Provider

Before we move on...

Which of these scenarios represents a first call resolution?

This one!

This one!

Correct!

The caller knows what the follow on actions will be, and is reassured that he won't be kept waiting.

AUX CODES

Auxiliary codes (or status modes) are used to track the time and reason why a JPP team member may refuse to accept calls. These codes allow for proper monitoring of non-phone work.

LIST OF JPP AUX CODES (1/4)

DISPOSITIONING CALL

LOG IN & LOG OUT

MENTORING

COACHING

EMAIL READING

(Refer to the Disposition and AUX Code QRG at the start of this course for a list of Aux Codes)

Click on all images to learn more!

WHAT DO YOU THINK?

You are helping a new employee answer calls during mentorship. Which AUX code should you choose?

Mentoring

TRAINING

Correct!

The 'mentoring' AUX code should be used when helping a team member master a new skill!

List of JPP AUX Codes (2/4)

CALL QUALITY REVIEW

TRAINING

RESEARCH AFT INBOUND CALL

LUNCH

BREAK

(Refer to the Disposition and AUX Code QRG at the start of this course for a list of Aux Codes)

Click on all images to learn more!

List of JPP AUX Codes (3/4)

IT

HUDDLE - TEAM

TEAM MEETING

JAPANESE QUEUE

RISKMAN

(Refer to the Disposition and AUX Code QRG at the start of this course for a list of Aux Codes)

Click on all images to learn more!

List of JPP AUX Codes (4/4)

OUTLOOK INBOX

ASSIGNED DAILY WORK

PROVIDER RESEARCH

UNASSIGNED DAILY TASK WORK

(Refer to the Disposition and AUX Code QRG at the start of this course for a list of Aux Codes)

Click on all images to learn more!

PUT YOUR KNOWLEDGE TO THE TEST!

You've been tasked with finding providers with open MRI capabilities. Which AUX code should you choose?

PROVIDER RESEARCH

RESEARCH AFT INBOUND CALL

Correct!

The 'provider research' AUX code should be used when researching providers!

Summary

JPP staff must select correct AUX codes in MAX Agent at all times for accurate reporting of non-phone work.

These codes help monitor productivity, identify patterns, and optimize workforce management by categorizing various states such as breaks, training, or administrative tasks.

By diligently choosing the correct codes, you can help our organization manage resources effectively, identify areas for improvement, and maintain high standards of customer service.

THANK YOU!

INCORRECT!

Oh no! Check your answer and try again.

Go Back

Use this code when monitoring the Japanese Queue in CRM.

Use this code during scheduled lunch times.

Use this code when reviewing incoming emails from providers and MTFs.

Use this code when documenting feedback in Riskman 360.

A beneficiary calls and asks us for a copy of his authorization letter. We tell him that we've already sent it and he should go look in his inbox again. We thank the caller for contacting us and terminate the call.

The Disposition pop-up appears after ending the call.The agent's status will be After Call Work (ACW). No new calls can be received while on this status. The agent will return to their previous status after entering a disposition.

A beneficiary calls the JPP and requests a copy of his authorization letter. We tell him we will resend the email within the next hour.

Use this code when mentoring another employee working on inbound calls or assigned non-phone work.

Use this code when working on cases/tasks that have not been pre-assigned through the daily assignment process (e.g., escalations, calls, etc.)

Use this code during a formal team meetings scheduled by managment to discuss work-related topics.

At time of call end the system automatically places the agent into this status until the call type is entered into CX-One.

Use this code when completing call monitoring review with a team leader or manager.

Use this code when researching providers.

Use this code when logging in and logging out of the phone system.

Use this code when attending scheduled training or while completing e-learning modules.

Use this code when working on cases/tasks assigned daily via individual user case report on the JPP Dashboard.

Use this code after ending a call if additional research/resolution time is needed specific to that call.

Use this code if there is a system outage or when experiecing IT issues which prevent you from doing your work.

Use this code when reading work-related email correspondence.

Use this code during a short period of time when a team lead or manager requests team members to gather to discuss work-related topics.

Use this code when receiving coaching, feedback, or during a documented check-in with a team leader or manager.

Use this code when taking a personal break away from the phone.