Customer Contact Center Food Stamp/Family Medicaid Phase II ...

More documents

Recommendations

Info

Call Center FS/FM SUCCESS PG October 24, 2007 Documentation MACROS/Quick Scripts Family Independence Case Managers (FICM) in the DFCS county offices use Automated Documentation Tools (ADTs) to document specifics about the case on SUCCESS. ADTs are standardized templates which include preprogrammed statements and questions required to substantiate the eligibility determination. The FICM is required to complete the ADTs at initial application, when a change is reported directly to the county, and at Review. ADTs can be accessed and documented on SUCCESS beginning with the NARR screen and on most REMA screens. Call Center Agents use Macros/Quick Scripts. Macros/Quick Scripts are documentation tools used to document reported AU changes on SUCCESS. Macros/Quick Scripts are similar to the ADTs. Macros/Quick Scripts are standardized templates which include preprogrammed statements and questions that help to ensure that reported changes are thoroughly addressed and consistently documented. Call Center Agents are required to complete the change related Macros/Quick Scripts while the customer is on the phone. Macros/Quick Scripts can be accessed and documented on SUCCESS beginning with the NARR screen and all REMA screens. PM-2
Call Center FS/FM SUCCESS PG October 24, 2007 Documentation MACROS/Quick Scripts Instructions: Accessing Macros/Quick Scripts From the Narrative Screen (NARR) or Any Remarks Screen (REMA) where the data is to be updated: Step 1: Press Shift F9 to view the NARR Screen or Press F9 to view the REMA Screen Step 2: Using the mouse click on the “Tools” option on the menu bar displayed across the top of your monitor, then click “Macro”. Step 3: Using the mouse select/highlight one of the following Macros/Quick Scripts, then click “Run”. Narrative Macros Master Macros Additional Macros Verification Macros Unearned Income Note Macros Letter Macros New Hire Macros Step 4: When the menu box appears, from the drop down box select the change appropriate Macro/Quick Script. Step 5: Complete the Macro/Quick Script then Press Enter. The Macro/Quick Script data will be saved in the case as a Remark. PM-3
Page 1 and 2:
Customer Contact Center Food Stamp/
Page 3 and 4:
Call Center FS/FM SUCCESS PG Octobe
Page 5 and 6:
Page 7 and 8:
Page 9 and 10:
Page 11 and 12:
Page 13 and 14:
Page 15 and 16:
Page 17 and 18:
Page 19 and 20:
Page 21 and 22:
Page 23 and 24:
Page 25 and 26:
Page 27 and 28:
Page 29 and 30:
Page 31 and 32:
Call Center FS/FM SUCCESS PG June 2
Page 33 and 34:
Page 35 and 36:
Page 37 and 38:
Page 39 and 40:
Page 41 and 42:
Page 43 and 44:
Page 45 and 46:
Page 47 and 48:
Page 49 and 50:
Page 51 and 52:
Page 53 and 54:
Page 55 and 56:
Page 57 and 58:
Page 59 and 60:
Page 61 and 62:
Page 63 and 64:
Page 65 and 66:
Page 67 and 68:
Page 69 and 70:
Page 71 and 72:
Page 73 and 74:
Page 75 and 76:
Page 77 and 78:
Page 79 and 80:
Page 81 and 82:
Page 83 and 84:
Call Center FS & FM Phase II PG Feb
Page 85 and 86:
Page 87 and 88:
Page 89 and 90:
Page 91 and 92:
Page 93 and 94:
Page 95 and 96:
Page 97 and 98:
Page 99 and 100:
Page 101 and 102:
Page 103 and 104:
Page 105 and 106:
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Page 121 and 122:
Page 123 and 124:
Page 125 and 126:
Page 127 and 128: Call Center FS & FM Phase II PG Feb
Page 171 and 172: Call Center Food Stamp Phase 2 PG F
Page 177: Call Center FS/FM SUCCESS PG Octobe
Page 181 and 182: Call Center FS/FM SUCCESS PG Octobe
Page 218 and 219: Call Center Food Stamp Phase 2 PM J
Page 222 and 223: Call Center Food Stamp Phase 2 TM J
Page 224 and 225: Call Center Food Stamp Phase 2 PG O
Page 226 and 227: Call Center Food Stamp Phase 2 PG O
Page 228 and 229:
Call Center Food Stamp Phase 2 PG O
Page 230 and 231:
Page 232 and 233:
Page 234 and 235:
Page 236 and 237:
Page 238 and 239:
Page 240 and 241:
Page 242 and 243:
Page 244 and 245:
Page 246 and 247:
Page 248 and 249:
Page 250 and 251:
Page 252 and 253:
Page 254 and 255:
Page 256 and 257:
Page 258 and 259:
Page 260 and 261:
Page 262 and 263:
Page 264 and 265:
Page 266 and 267:
Page 268 and 269:
Page 270 and 271:
Page 272 and 273:
Page 274 and 275:
Page 276 and 277:
Page 278 and 279:
Page 280 and 281:
Page 282 and 283:
Page 284 and 285:
Page 286 and 287:
Page 288 and 289:
Page 290 and 291:
Page 292 and 293:
Page 294 and 295:
Page 296 and 297:
Page 298 and 299:
Page 300 and 301:
Page 302 and 303:
Page 304 and 305:
Page 306 and 307:
Page 308 and 309:
Page 310 and 311:
Call Center Food Stamp Phase II PG
Page 312 and 313:
Page 314 and 315:
Page 316 and 317:
Page 318 and 319:
Page 320 and 321:
Page 322 and 323:
Page 324 and 325:
Page 326 and 327:
Page 328 and 329:
Page 330 and 331:
Page 332 and 333:
Page 334 and 335:
Page 336 and 337:
Page 338 and 339:
Page 340 and 341:
Call-Center Family Medicaid II Octo
Page 342 and 343:
Page 344 and 345:
Page 346 and 347:
Page 348 and 349:
Page 350 and 351:
Call Center Family Medicaid Phase 2
Page 352 and 353:
Page 354 and 355:
Page 356 and 357:
Page 358 and 359:
Page 360 and 361:
Page 362 and 363:
Page 364 and 365:
Page 366 and 367:
Page 368 and 369:
Page 370 and 371:
Page 372 and 373:
Page 374 and 375:
Page 376 and 377:
Page 378 and 379:
Page 380 and 381:
Page 382 and 383:
Page 384 and 385:
Page 386 and 387:
Page 388 and 389:
Page 390 and 391:
Page 392 and 393:
Page 394 and 395:
Page 396 and 397:
Page 398 and 399:
Page 400 and 401:
Page 402 and 403:
Page 404 and 405:
Page 406 and 407:
Page 408 and 409:
Page 410 and 411:
Page 412 and 413:
Page 414 and 415:
Page 416 and 417:
Page 418 and 419:
Page 420 and 421:
Page 422 and 423:
Page 424 and 425:
Page 426 and 427:
Page 428 and 429:
Page 430 and 431:
Page 432 and 433:
Page 434 and 435:
Page 436 and 437:
Page 438 and 439:
Page 440 and 441:
Page 442 and 443:
show all

Customer Contact Center Food Stamp/Family Medicaid Phase II ...

Create successful ePaper yourself

Delete template?

Save as template?