Axel Mora
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The Vida Pulse | BCBS Scripting & Jira Updates
🏆 The Shoutout Corner Because you guys are absolutely crushing it.Huge high-fives to our Top Solvers from last week! The volume was high, but these agents were higher: 🥇 Tatyana Cesar (221 tickets!...
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Process Guide: Inbound (IB) System Outage Protocol
The master process for Inbound agents during system outages. Includes handling procedures, approved scripting, manual enrollment steps, and required Zendesk/Jira documentation. Overview & Core Pr...
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Agent General Best Practices: Navigating Resources & Investigating Inquiries
This article defines the standard practices for utilizing Vida’s internal ecosystem (VP Card, Admin, Health Guide, and KBs) to resolve member inquiries. It covers how to cross-reference data across...
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Enrollment Eligibility: "Not Eligible for any Program" Screen
This guide outlines the essential tools and steps for agents to determine a member's Out-of-Enrollment (OOE) program eligibility, understand exclusion criteria, and resolve enrollment eligibility ...
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Sutter Health Plan- General Information
Landing Page:https://www.vida.com/sutterhealthplan/ Paying Org Selection: Sutter Health Special Announcements: Please instruct members to check their Caremark.com portal for an active Prior Authori...
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How to Prepare for Your Medical Appointment: Photo ID Requirement
Summary: To ensure your security and maintain the highest clinical standards, Vida Health requires identity verification for all appointments with our Medical Providers. 📋 What to Bring to Your App...
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Agent Guide: Handling Member Privacy & Data Usage Inquiries
🚨 Overview Members may occasionally reach out with concerns regarding how Vida Health collects, uses, and shares their personal data. It is critical that we provide transparent, compliant inform...
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Support Ticket Handling: Core Best Practices & Email Guide
This guide outlines the essential rules for handling Support tickets in Zendesk. Whether you are working on a brand-new email or managing a follow-up ticket, these best practices ensure we provid...
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Comprehensive Guide: GLP-1 Companion Program
The GLP-1 Companion program is a structured framework that determines a member's GLP-1 medication coverage based on their active program engagement. When members meet the required criteria, they...
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Handling Voicemails & Inbound Call Tickets
Objective: Managing phone support requires quick thinking and strict adherence to process. This guide outlines how to handle voicemail tickets, escalate complex calls, and ensure every member is ve...