Customer Service Account Manager (CSAM) Resource Guide
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Welcome
Using this Resource
Onboarding Trainings
The Growth team work tirelessly to identify potential challenges, create strategic solutions, streamline the customer experience, and communication available resources to enhance the injured worker’s care journey.
Systems & Tools
Online Resources
Products & Programs
Our diverse growth team is focused on Delivering Awe to our clients and injured workers.
Reporting
This Onboarding Resource Guide is your gateway to accessing all tools used during your learning journey as a growth team member. It provides a single-point of access to learning resources, product knowledge, web-based trainings, systems and tools, reporting, and more.
Practice Simulations
One Call’s Mission:
WBT Course Index
Getting people the care they need, when they need it
Training Catalog
Using this Resource
Welcome
Using this Resource
Onboarding Trainings
Systems & Tools
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Agenda
Welcome
General Onboarding Trainings
ACTIVITY
DEPT
LINKS AND SOURCES
Welcome & Introductions
VILT
Hiring Manager
Using this Resource
One Call Security – Setting up MFA and VPN How To Setup Your Equipment
Equipment Setup & One Call Security Features
WBT
Talent Development
Introduction to Strategy and Growth
VILT
Sales Enablement
Sales Enablement
Onboarding Trainings
Executive Sales and Leader Meet & Greet
VILT
Sales Enablement
Sales Enablement
Corporate Assigned Training Completions
WBT
Access Cornerstone
Systems & Tools
New Hire Orientation
ILT
Talent Development
Link will be emailed
Workers’ Compensation Industry Overview
WBT
Talent Development
Access Training
Online Resources
Medical Billing and Coding
WBT
Talent Development
Access Training
Travel and Expense Onboarding
WBT
Talent Development
Access Training
Products & Programs
Growth Connect Page
Self Review
Access Growth Page
Provider Network Introduction
WBT
Talent Development
Access Training
Reporting
Enterprise Implementations Introduction
WBT
Talent Development
Access Training
Improving your Business Writing
WBT
Talent Development
Access Training
Practice Simulations
Product/Systems Training
ACTIVITY
DEPT
LINKS AND SOURCES
Physical Therapy (Compass)
WBT/VILT Talent Development
Access Training
WBT Course Index
Diagnostics (Phoenix)
WBT/VILT
Talent development
Access Training
Transportation & Language (Dynamite)
WBT/VILT Talent Development
Access Training
Training Catalog
Relay Ride
WBT/VILT Talent Development
Access Training
Durable Medical Equipment/Home Health (CSRD)
WBT/VILT Talent Development
Access Training
CIM Workbench Overview
Self Review Talent Development
Access Materials
WBT/VILT Talent Development
Dental (SMILES)
Access Training
WBT/VILT Talent Development
Polaris
Access Training
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Agenda
Welcome
Product/Systems Trainings cont.
ACTIVITY
DEPT
LINKS AND SOURCES
Eligibility Viewer
WBT/VILT Talent Development
Access Training
Using this Resource
WBT/VILT Talent Development
EPQ Web Tools
Access Training
WBT/VILT Talent Development
Tableau
Access Training
Onboarding Trainings
WBT/VILT Talent Development
Exception Handling (EPQ, ERW, WRM)
Access Training
WBT/VILT Talent Development
Communication Systems (eQueue, Genesys, Twilio)
Access Training
Systems & Tools
WBT/VILT Talent Development
Salesforce Introduction
Access Training
Mentoring
CSAM
Salesforce Account Management
Online Resources
WBT
Talent Development
WBT
Talent Development
Products & Programs
Department Trainings
ACTIVITY
DEPT
LINKS AND SOURCES
Team Mentor / PAL
Mentoring
CSAM
CSAM OneNote
Reporting
On the Job Shadowing
Mentoring
CSAM
CSAM OneNote
Data Analytics Introduction
Mentoring
Sales Enablement
Practice Simulations
Sale Finance Introduction
Mentoring
Sales Enablement
In-Patient Facilities Solutions
WBT
Talent Development Access Training
WBT Course Index
WBT
Talent Development
Surgical Pathway Introduction
Access Training
Conversions
WBT
Talent Development Access Training
Training Catalog
Complex Care
WBT
Talent Development Access Training
Penetration Strategies
• Retrospective Program Introduction
WBT
Talent Development Access Training
• UR Connect Program Introduction
WBT
Talent Development Access Training
• Targeted Spend Introduction
WBT
Talent Development Access Training
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• Physician Services
WBT
Talent Development Access Training
Agenda
Welcome
Sales Training
ACTIVITY
DEPT
LINKS AND SOURCES
Introduction to Sales Foundations
Using this Resource
Sales Process Training
Digital Sales Workshop
Onboarding Trainings
Multimedia Strategies for Client Engagement
WBT/VILT Talent Development
Sales Foundations
Digital Sales Strategy Discussion
Systems & Tools
Digital Sales Workshop
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Systems & Tools
Welcome
TITLE
DESCRIPTION
LINK
Using this Resource
Bomb Bomb
Onboarding Trainings
HubSpot
Systems & Tools
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Online Resources
Welcome
TITLE
DESCRIPTION
LINK
Using this Resource
Connect (Growth & Strategy Site)
Access Connect
Resource Center
Access Resource Center
Onboarding Trainings
Referral Roadmaps
One Call Ancillary Services Referral Roadmaps
Access Roadmaps
Systems & Tools
Product Value Props -All (003).pptx
Value Propositions
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Products & Programs
Click the icon for additional notes pages
Welcome
Products
Description
LINK
Using this Resource
Delivering quality medical equipment and specialized solutions with the best cost containment and utilization management standards in the industry. Beyond referral management, our national coverage and rigorous credentialing protocols ensure prompt and convenient access to the highest quality diagnostic tests and the most accurate results possible. Providing prompt and easy access to dentists not commonly found in workers’ compensation preferred provider organization (PPO) networks, with additional clinical review by dental professionals of each plan of treatment to ensure relatedness and appropriateness of care. Delivering a comprehensive physical medicine program with a gold standard clinical review process performed by licensed physical and occupational therapists to ensure quality and appropriate utilization; and data analytics with proven results. Providing powerful clinical home health programs with focused care coordination and treatment support, delivered locally, with nurse-led clinical oversight to ensure quality and appropriateness of care. Transportation services, including without limitation, ambulatory, ground, and air transportation, as well as the coordination of in- person and document translation services for over 200 languages nationwide.
Durable Medical Equipment (DME)
Access DME Product Information
Onboarding Trainings
Access Diagnostic Product Information
Diagnostics
Systems & Tools
Online Resources
Access Dental Product Information
Dental
Products & Programs
Physical Therapy (PT)
Access PT Product Information
Reporting
Practice Simulations
Home Health & Complex Care
Access HH/CC Product Information
WBT Course Index
Transportation & Language
Access T&L Product Information
Training Catalog
Reporting
Welcome
TITLE
DESCRIPTION
LINK
Using this Resource
Client Reporting Team
WBT/VILT
Talent Development
Access Training
Onboarding Trainings
Systems & Tools
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Practice Simulations
Welcome
TITLE
DESCRIPTION
LINK
Using this Resource
Onboarding Trainings
Systems & Tools
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Sales Process
Welcome
Describe your sales process here:
Using this Resource
Onboarding Trainings
Systems & Tools
Online Resources
Products & Programs
dd
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Physical Therapy – Value Proposition
“Easy for you, exceptional for your injured workers.”
Physical Therapy Resources
“Convenience, expert coordination and technology - forward processes make it easy to partner with the finest physical medicine program available.”
Physical Therapy
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
Physical Therapy Services Overview
This infographic showcases the various services offered by the Diagnostics team.
View Infographic
Onboarding Trainings
Physical Therapy Product Introduction
This course introduces learners to the different functional departments and services provided within Physical Therapy.
Access Training
Systems & Tools
Access Training Activities
Physical Therapy Training Activities
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Physical Therapy
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
3-2-1 Activity
Access Activity
Onboarding Trainings
Positioning Statement Activity
Access Activity
Problem Based Learning Activity
Access Activity
Systems & Tools
Summary Activity
Access Activity
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Physical Therapy Services
Core Services
Other Service Types Speech Therapy Vestibular Therapy Independent Clinical Review
PT (Land Based) Aquatic Therapy
Occupational Therapy Certified Hand Therapy Massage Therapy Acupuncture Chiropractic Therapy
Five Pillars of PT
Industrial Services Work Conditioning (WC) Work Hardening (WH)
•
Early Engagement Clinical Oversight
•
•
Functional Capacity Eval (FCE) Ergonomic Evaluation (ERGO)
Data Driven Approaches
•
High Quality Provider Network • Patient Centricity
Reasons to One Call Physical Therapy
• Thoughtful Service Delivery • Clinical Expertise • Return to Work Focus
• Unsurpassed Data Security • Data Analytics
Physical Therapy: 3-2-1 Activity Instructions: In the space provided write the answers to the following questions:
One questions you have:
Three things you have learned:
Two things to learn more about:
Physical Therapy: Positioning Statement Activity Instructions: In the space provided create a positioning statement using the provided template from the course:
Describe your positioning statement:
Physical Therapy: Problem Based Learning Scenario Instructions: In the space provided provide your solution to the problem-based learning scenario discussed in the course:
Problem based learning scenario solution:
Physical Therapy: Summary Activity Instructions: In the space provided summarize the course by rephrasing what was taught and including at least one question you have about the PT product line.
Activity Summary:
Diagnostics Value Proposition
“The road to recovery begins with the right diagnosis.”
Diagnostic Resources
“Our technology -forward approach delivers accurate results – faster – enabling informed decisions about the path for your injured worker.”
Diagnostics
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
This infographic showcases the various services offered by the Diagnostics team.
Diagnostics Services Overview
View Infographic
Onboarding Trainings
This course introduces learners to the different functional departments and services provided within Diagnostics.
Diagnostic Product Introduction
Launch Training
Systems & Tools
Access Training Activities
Diagnostic Training Activities
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Diagnostics Services
Primary Services
Other Service Types
Basic MRI MRI with Contrast MRI w/wo Contrast Basic CT CT with Contrast CT w/wo Contrast
Angiography Arthrogram Bone Density Myelogram Nuclear Medicine PET Scan SPECT Ultrasound X-Ray
Neurodiagnostic
Electromyography (EMG) + Nerve Conduction Study (NCS)
Reasons to One Call Diagnostics
Upholding the highest quality standards of any nation-wide provider network: • The only trusted neurodiagnostic network comprised exclusively of Neurologists and Physiatrists • Unmatched expertise of accredited facilities and subspecialty Radiologists
Innovated clinical programs: • Peer review for clinical accuracy • EMG+NCS billing and coding management • Diagnostic image management and re-read programs • Renowned clinical advisory boards
Diagnostics
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
3-2-1 Activity
Access Activity
Onboarding Trainings
Position Statement Activity
Access Activity
Problem Based Learning Activity
Access Activity
Systems & Tools
Summary Activity
Access Activity
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Diagnostics: 3-2-1 Activity Instructions: In the space provided write the answers to the following questions:
One questions you have:
Three things you have learned:
Two things to learn more about:
Diagnostics: Positioning Statement Activity Instructions: In the space provided create a positioning statement using the provided template from the course:
Describe your positioning statement:
Diagnostics: Problem Based Learning Scenario Instructions: In the space provided provide your solution to the problem-based learning scenario discussed in the course:
Problem based learning scenario solution:
Diagnostics: Summary Activity Instructions: In the space provided summarize the course by rephrasing what was taught and including at least one question you have about the DX product line.
Activity Summary:
Home Health Value Proposition
“ Return to home happens before return to work; you need home health that goes the extra mile .”
Home Health Resources
“Our people, processes and specialized network make it easy for you to confidently navigate the myriad of complexities within in- home recovery.”
Home Health
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
This infographic showcases the various services offered by the Home Health team.
Home Health Services Overview
View Infographic
Onboarding Trainings
This course introduces learners to the different functional departments and services provided within Home Health.
Home Health Product Introduction
Access Training
Systems & Tools
Home Health Training Activities
Access Training
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Home Health Services
Skilled Nursing Services:
Common Service Types
Skilled Nursing Therapy Infusion Services Non-Medical Services
• Wound Care • Wound Vac Care • Medication Management • Catheter Changes • Home Safety Evaluation • Hospice Care
CHAP Accredited Program
When an injured worker is unable to leave their home due to an injury, they rely on Home Health services to get the care they need when they need it!
Reasons to One Call Home Health
• Nationwide Credentialed Providers • Unparalleled Expertise • Comprehensive In-Home Recovery
• Innovative Programs Across the Continuum of Care • Gold Standard Review
Home Health
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
3-2-1 Activity
Access Activity
Onboarding Trainings
Position Statement Activity
Access Activity
Problem Based Learning Activity
Access Activity
Systems & Tools
Summary Activity
Access Activity
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Home Health: 3-2-1 Activity Instructions: In the space provided write the answers to the following questions:
One questions you have:
Three things you have learned:
Two things to learn more about:
Home Health: Positioning Statement Activity Instructions: In the space provided create a positioning statement using the provided template from the course:
Describe your positioning statement:
Home Health: Problem Based Learning Scenario Instructions: In the space provided provide your solution to the problem-based learning scenario discussed in the course:
Problem based learning scenario solution:
Home Health: Summary Activity Instructions: In the space provided summarize the course by rephrasing what was taught and including at least one question you have about the HH product line.
Activity Summary:
Transportation + Language Value Proposition
“Appointments only matter if your injured worker attends.”
Transportation & Language Resources
“ Why leave the most important element of a recovery plan – the injured worker’s presence at appointments – to chance? Avoid missed appointments and increased claims cost with coordinated transportation .”
Transportation & Language
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
This infographic showcases the various services offered by the Transportation & Language team. This course introduces learners to the different functional departments and services provided within Transportation + Language.
Transportation Services Overview
View Infographic
Onboarding Trainings
Transportation + Language Product Introduction
Access Training
Systems & Tools
Transportation & Language Training Activities
Access Training
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Transportation & Language Services
Primary Services Sedan Wheelchair Stretcher BLS ALS Air Ambulance Travel
Other Service Types:
• In-person Interpretation -Court Certified -Medical Certified • Telephonic Interpretation • Document Translation • Transcription
RelayRide
Partnership between One Call standard Sedan transportation program and our rideshare partner, Lyft.
Reasons to One Call Transportation & Language
• Custom Workflows • Active Monitoring • Real Time Alerts
• Largest National Network for Transportation+ Language • Blended transportation options • Multiple service options
Transportation & Language
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
3-2-1 Activity
Access Activity
Onboarding Trainings
Position Statement Activity
Access Activity
Problem Based Learning Activity
Access Activity
Systems & Tools
Summary Activity
Access Activity
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Transportation & Language: 3-2-1 Activity Instructions: In the space provided write the answers to the following questions:
One questions you have:
Three things you have learned:
Two things to learn more about:
Transportation & Language: Positioning Statement Activity Instructions: In the space provided create a positioning statement using the provided template from the course:
Describe your positioning statement:
Transportation & Language: Problem Based Learning Scenario Instructions: In the space provided provide your solution to the problem-based learning scenario discussed in the course:
Problem based learning scenario solution:
Durable Medical Equipment Value Proposition
“Access to care. Confidence in delivery. Support you can count on.”
Durable Medical Equipment Resources
“From local and national partners to direct manufacturers, we access durable medical equipment up and down the supply chain, getting your injured workers exactly what they need through our CHAP accredited home medical equipment program.”
Durable Medical Equipment
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
This infographic showcases the various services offered by the Transportation & Language team.
DME Services Overview
View Infographic
Onboarding Trainings
This course introduces learners to the different functional departments and services provided within DME.
DME Product Introduction
Access Training
Systems & Tools
DME Training Activities
Access Training
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Durable Medical Equipment Services
Other Service Types
Primary Services Mobility Accessibility Specialty Surface Vehicle Accessibility Home Accessibility
• Prosthetic Review • Rental Program • TENS Program • Hearing Aid program
Over 40,000 DME Products
Our clinical expertise ensures injured workers get the right product to accelerate return to health.
Reasons to One Call Durable Medical Equipment
• Clinical Expertise • Cost Savings • Value-Added Programs
• Supply Chain Management • Gold Standard Review • Comprehensive DME Products
Durable Medical Equipment
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
3-2-1 Activity
Access Activity
Onboarding Trainings
Position Statement Activity
Access Activity
Problem Based Learning Activity
Access Activity
Systems & Tools
Summary Activity
Access Activity
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Durable Medical Equipment: 3-2-1 Activity Instructions: In the space provided write the answers to the following questions:
One questions you have:
Three things you have learned:
Two things to learn more about:
Durable Medical Equipment: Positioning Statement Activity Instructions: In the space provided create a positioning statement using the provided template from the course:
Describe your positioning statement:
Durable Medical Equipment: Problem Based Learning Scenario Instructions: In the space provided provide your solution to the problem-based learning scenario discussed in the course:
Problem based learning scenario solution:
Dental Value Proposition
“Dental claims don’t have to be scary.”
Dental Resources
“We understand adjusters struggle with dental claims; our dental professionals review every treatment plan, so you only pay if it’s tied to the injury.”
Dental
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
This infographic showcases the various services offered by the Transportation & Language team.
Dental Services Overview
View Infographic
Onboarding Trainings
This course introduces learners to the different functional departments and services provided within Dental.
Dental Product Introduction
Access Training
Systems & Tools
Dental Training Activities
Access Training
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Dental Services
Primary Services General Dentistry Endodontics Oral Surgery Orthodontics Periodontics Prosthodontics TMJ Specialists
Other Service Types:
• Prospective Management • Takeover-Treatment Only • Review Services Only
There is always a way our program can help!
One Call's Dental Service offers our clinical expertise to ensure appropriateness and relatedness for injuries related to a claim. One Call provides end to end claims management clinical oversight.
Reasons to One Call Dental
• Nationwide Credentialed Providers • Clinical Review • We assist with files we are not coordinating • Palliative Care
• Afterhours emergency access • NPS Scoring • Relieve adjuster administrative burden • Clinical Savings
Dental
Welcome
Using this Resource
TITLE
DESCRIPTION
LINK
3-2-1 Activity
Access Activity
Onboarding Trainings
Position Statement Activity
Access Activity
Problem Based Learning Activity
Access Activity
Systems & Tools
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
Dental: 3-2-1 Activity Instructions: In the space provided write the answers to the following questions:
One questions you have:
Three things you have learned:
Two things to learn more about:
Dental: Positioning Statement Activity Instructions: In the space provided create a positioning statement using the provided template from the course:
Describe your positioning statement:
Dental: Problem Based Learning Scenario Instructions: In the space provided provide your solution to the problem-based learning scenario discussed in the course:
Problem based learning scenario solution:
Web-Based Trainings (WBTs)
Click the icon for additional notes pages
Welcome
WBT DESCRIPTION
LINK
Using this Resource
Net Promoter Score The Net Promoter Score training provides a introduction into Net Promoter Scores (NPS). Learners are first introduced to what an NPS is, how it is calculated, and how it is utilized by One Call. Next, learners are provided insight into the various categories that derive from the net promoter score. Finally, learners demonstrate using the NPS Dashboard to filter client data to see responses to the NPS survey.
Access Training
Onboarding Trainings
Systems & Tools
Product Specific Trainings
Diagnostic Departments and Service Types This course introduces learners' different functional departments and services provided within Diagnostics. Interactive Voice Response (IVR) This course introduces the IVR Dialer, a criterion-based application that auto-dials patients for scheduling when referrals meet certain criteria.
Diagnostic Departments and Service Types
Online Resources
Interactive Voice Response
Products & Programs
Reporting
DX Medical Reports This course introduces learners to the flow of a medical report, who we can send medical reports to, as well as how to download a medical report from Phoenix.
DX Medical Reports
Practice Simulations
WBT Course Index
Training Catalog
Training Catalog
Click the icon for additional notes pages
Welcome
The Growth & Strategy Training Catalog provides you a suite or series of self-paced trainings and virtually instructor-led training opportunities.
Using this Resource
Onboarding Trainings
Systems & Tools
Online Resources
Products & Programs
Reporting
Practice Simulations
WBT Course Index
Training Catalog
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