Axel Mora
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Processing Caregiver & Legal Guardian Requests
Objective: A simple guide for setting up account access when a member or their representative needs to add a Caregiver, or Legal Guardian. Initial Account Registration Before any legal documents...
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Connecting the Contour Next Glucometer with Vida
Before Connecting with VidaFor instructions on how to set up and connect your Contour Next Glucometer, you can read the included instruction manual in the box, or view the instructional video. *Be...
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General Coach Ticket Handling Guidelines
This article outlines the steps necessary to process tickets that are from a Vida Coach in Zendesk. Tables of Contents Support Guidelines Member Support Request from a Coach Provider Suppo...
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Members requesting phone-only coaching consults
Issue (symptom, problem, or question) "Do you offer coaching via phone only? I'm not good with technology and prefer consultations via phone call only." Environment User App Resolution We can...
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Guide: Group Coaching Onboarding and Support
Group Coaching is a new feature we’re introducing in January 2021. Here is a comprehensive KB that covers all aspects of onboarding and support for this feature. Group Coaching: 101 Group Coaching ...
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Handling Reports of Inappropriate Member Conduct
This guide outlines the critical process for handling and escalating reports of inappropriate member behavior, ensuring agent safety, clear communication, and compliance with our Terms of Use. Coac...
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Audio Troubleshooting (No Audio/ Sound)
Issue (symptom, problem, or question) During Video Chats: The video works fine but there is no sound/audio coming out. Example questions requested by coaches: Hi Support, I am having a hard...
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Processing Member Requests to Change Programs and Providers
This article outlines the process for Agents to use the Health Guide Platform (HGP) to process member requests for changing their program or care team structure. Beginning at Part 1 this is a Tier...
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Processing Member Requests to Change VMP
This article outlines steps on processing member requests to change their Vida Medical Provider.If you have a member call in and request a spanish speaking VMP please direct them to reach out to th...
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On-Call Escalation Process during Off-Hours
Summary This article outlines the procedure to alert (“wake up”) engineers in the event of a trending SERIOUS issue that's WIDESPREAD in our mobile/web app or coach dashboard. Samples of Serious an...