Welcome to today's edition of the Vida Voice! We have a lot of exciting updates, new tools to make your workflow easier, and some important client changes. But first, let’s kick things off by celebrating some massive wins so far this week.
🎉 Kudos & Highlights: Crushing the Queue!
Top Ticket Solvers (This Week):
🥇 Carolina Lacayo: 195 tickets
🥈 Tatyana Cesar: 132 tickets
🥉 Jessica Woods: 131 tickets
⭐ Dory Padilla Santiago: 125 tickets
⭐ Greg Penaranda: 105 tickets
🚀 Top Program Enrollers (This Week):
🥇 Ariel O'Connor: 10 enrollments
🥈 Ella Kaba: 9 enrollments
🥉 Berhetie Jacquecin: 8 enrollments
⭐ Carolina Lacayo: 7 enrollments
⭐ Greg Penaranda: 6 enrollments
📣 Double-Threat Alert! A huge round of applause to Carolina Lacayo and Greg Penaranda for making BOTH leaderboards this week. Incredible multitasking and dedication! Keep up the amazing momentum, team! Let's finish the week strong! 💪
🚀 Leadership Corner: Pro-Tips for Crushing the Queue
A quick update from Evelyn and the Leadership Team!
It is definitely busy out there in the queues right now! To make sure we aren't constantly playing catch-up with ticket volumes, we need everyone’s help to keep our workflows tight and our response times fast. Here are a few essential reminders on ticket handling and time management:
⏰ Master Your Time & AUX Codes Schedule adherence is critical to keeping the queues manageable! Please be highly mindful of your statuses:
Meals & Breaks: Take them exactly as scheduled to ensure we have proper coverage.
"Busy" Status: This should be used strictly for quick water or bathroom breaks. Limit your general "Away" time so we can stay fully staffed on the floor.
🎟️ The "Take a Ticket" Rule If you have downtime between calls, you should be actively working tickets; always moving from oldest to newest.
Pro-Tip: Take the ticket regardless of who it is currently assigned to! That agent might be Out of Office or scheduled strictly in Genesys for the next few days. If it's in the view and needs a reply, grab it and solve it!
💻 Tool Updates: Zendesk & Admin Access
Member 360 App Updates in Zendesk We’ve rolled out three new updates to the Member 360 app to help you access member profiles much faster directly from Zendesk! Special shoutouts to Axel Mora for building this app for the team!
UUID Memory: As you enter a UUID into the user profile, the app will now tie that user and provide info based on that UUID moving forward! (Note: You just need to refresh ZD after adding the UUID for the info to surface).
Admin Profile Link: A new hyperlink will open the user profile in Admin directly from the associated UUID.
HGP Profile Link: A new hyperlink will open the user profile in HGP directly from the associated UUID.
Admin Access Changes On Monday, March 16th, we updated Admin access to ensure everyone has exactly the permissions they need for approved workflows. If you hit a roadblock, don't panic! Drop a screenshot in #member_services_inbound and flag which of the following you are experiencing:
🚫 Access Issue: Missing a button you usually use, or getting an "Access Denied" error.
❓ Process Question: You have the button, but you’re unsure of the workflow.
🚨 Critical Workflows & Escalation Protocols
NEW: The Callback Escalation Protocol We are officially moving to a Callback Model for all supervisor escalations! This replaces live transfers and long hold times, giving Tier 2 the time needed for a thorough account review.
The Goal: Schedule a T2 callback within 60 minutes.
The Script: "I understand you'd like to discuss this further with a supervisor. To ensure they have time to review your account and provide a thorough resolution, I’d like to schedule a callback for you. What is the best number to reach you at in about 60 minutes?"
If they push back: Explain that a callback prevents them from waiting on a long hold and having to re-explain their issue from the start.
Handoff Requirements: You must use the
member_escalation_requestmacro, verify their direct phone number, detail the issue/de-escalation tactics, and alert Tier 2 in#Member-Services-Inbound.
Clinical & Lab Escalation Reminders
Lab Emergencies: If a member is physically at the lab and needs immediate help, DO submit a Jira ticket on the ESCA board to Manual Ops, and then Slack Jennie Le for immediate triaging.
Urgent Prescribing: DO NOT mark prescribing escalations as "Urgent" unless it is a red-level medication (Topamax, Zonisamide, Contrave, Bupropion, Naltrexone, or Condition Control Program meds) OR the member is reporting severe side effects.
Grandfathered MWL Members: These members typically bypass the RD requirement before seeing a VMP because they are in group programs. To verify, go to Admin > Teams and search their UUID. If 'Group Name' is populated, they are in a group MWL program!
Use Case 1 & 2: These members must still complete their engagement requirements when being prescribed by Vida.
📅 Client & Eligibility News (Effective March 27)
Mark your calendars! The following updates go live on March 27th:
Nebraska Medicine: Program access is now restricted. Members must meet at least one of these criteria: BMI ≥ 25, Pre-diabetic, Diabetic, or currently on a GLP-1.
CapRx House Account: Officially renamed to JUDI Health. No operational changes; KB is updated.
County of Galveston: Program is terminating. BCBSTX KB article updated.
Swift: Enrollment freeze. No new members allowed.
Grandfathered Members: Anyone actively enrolled as of 3/31 will experience no changes to their coverage (full access to MWL/meds maintained).
GLP-1 Grace Periods: Everyone gets a 60-day grace period. For Vida Providers, the 60 days starts when the Rx is written. For Community Providers, it starts when the Rx is filled (to account for PA wait times!).
App Updates (Late March): The In-App Tracker is now linked on the Home Page! Soon, members will see specific compliance dates directly in the app, and weekly emails will be simplified to push members to the app for details.
Sutter Health Urgent Update Sutter Health members must check their Caremark.com portal for active Prior Authorizations (PAs).
No Active PA: Tell the member to work with their physician to submit one and engage with Vida.
Active PA: Escalate to Tier 2. During the grace period (3/1–4/30), T2 will notify the AM to investigate the CVS fill issue.
📚 The KB Corner & Resources
3 New Escalation Routing Guides Added to the KB!
Clinical, Provider & Pharmacy Escalations: Workflows for prescribing issues, lab work, provider changes, clinical disputes, and urgency protocols.
Operational, Technical & Device Resolutions: The ultimate One-Touch Resolution guide for handling app bugs, standard devices, and tech triage.
High-Risk Compliance, Privacy & Safety Protocols: Mandatory instructions for handling HIPAA, legal threats, and provider malpractice. Zero room for error here!
How to Submit KB Feedback
- Search for the article using the side panel in Zendesk.
- Click into the relevant article.
- Find the part of the article that needs an update, click the three vertical dots (⋮) on the right side of that section, and select Add Feedback.
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Type in your feedback or suggestion and submit!- This routes directly to Content Management. Please leave the auto-generated ticket alone once it's created!
Thanks for helping us make these improvements! Your suggestions make our KB better for everyone
Outbound Agents: New Scripts! Check out the new Objection Handling Scripts Document. If you prefer the old version or have feedback, reply to the Slack thread ASAP. Ready for the switch? Hit the post with an emoji!
Anonymous Training Survey We want to hear from you! Please take a moment to fill out our [Anonymous Training Survey].
📺 Missed the Team Meeting?
If you joined late or couldn't make it, no worries! Reach out to your lead if you need time to review the materials:
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