Announcement 1.9.26

Agent Best Practices: Using Your Full Toolkit for Accurate Support
Team, to ensure we provide the most accurate support, especially regarding Prescribing, Eligibility, and Program Requirements please use the full "Investigate First" workflow for every interaction. Cross-Reference Your Resources Before answering or escalating, validate the full picture using all three tools:

VP Card: Your source for Org-specific rules, labs, and prescribing paths. (Search the Org Name in Vidapedia via Okta or the org speciffic KB article).
Knowledge Base (KB): Your go-to for general "how-to" steps, process flows, and standard operating procedures.
Health Guide Platform: Verify the member is enrolled, in the correct program, and has met specific requirements.
Admin: Confirm their current status (Active/Pending) and check engagement history or chat messages to verify their story and fill in gaps.

Search Like a Pro Find the right process info instantly by using targeted search terms in the KB:

Process Steps: Search Prior Authorization, Labs, Prescribing, OOE (Eligibility), or Clinical Review.
Handling Issues: Start by searching Escalation Matrix.
Specific Topics: Search Device, or Dell (for Dell VBID).

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Update: Independent Training Guidance
If you see a training block on your calendar without a meeting invite, this is an Independent Training session.
How to find your assignment:

Scheduled Training (Google Sheet): Your most recent assignment is always at the top of the list.
Announcements Log (Google Doc): Check here for training-specific updates—it’s much easier to sort through than Slack history!

Quick Access: Both of these resources are linked on the QA page of our Member Services Website in the Compliance and Training Hub .
Please let us know if you have any questions! We’re here to help you succeed and stay updated.

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