STANDARDIZED WORK - Process name: Member Safe word/Password Recovery

Date/Version: 03/04/2024 v.3

Process Owner: Customer Care Team
Purpose - Provide clear instruction if a member forgets his/her safe word/password for AZCARES case

 

Step (1,2,3..) Process Step (list of the critical process steps) Dialogue (clear and simple descriptions, appropriate level of detail for the task)
1.

Member calls with questions regarding their case

  1. Contact Indicator field shows that the member has a password set up on their case

  2. Ask for password; if confirmed move forward with assisting client

  3. If the member can’t remember safe word/password

  4. Advise you will have to confirm further information

  5. Confirm government issued identification or driver license information by navigating to the Contacts License Information from left hand navigation

  6. If confirmed, move forward with assisting the member and/or Proceed to Step 4.

  7. If member ID or driver’s license is not on file

  8. Verify members place of birth and state

  9. Child(ren) full name and date of birth

  10. If confirmed, move forward with assisting the member and/or Proceed to Step 4

  11. Document in Activity History with T0051 (Phone call from Support Recipient) or T0056 (Phone call from Support Payor) that member could not remember password and what information you verified to move forward

  12. If the member can not confirm additional information, proceed to Step 2
2.

If the member identification is not on file and they are unable to recall the additional information

  1. Ask member to email a copy of their government issued identification or driver license, front and back

  2. Send to ______________________ with subject line “Account Password Recovery”

  3. Advise the member once the information is received, someone will call them back to assist with their case

  4. Enter Activity History code T0051 (Phone call from Support Recipient) or T0056 (Phone call from Support Payor) documenting that the member could not confirm their password and will email a copy of their identification to the mailbox

  5. Advise a (lead or) supervisor via chat that the member will be sending in their identification

  6. Provide member name and AZCARES case number

3.

Once government issued ID is received and confirmed

  1. (Lead or )supervisor will return the clients call the same day or next day if the identification is received after 3:30pm

  2. Document your actions in Activity History with T0052 (phone call ret to Support Recipient) or T0057 (Phone call ret to Support Payor)

  3. Update Member License Info screen with government issued identification or driver licenses

  4. Proceed to Step 4 if member wishes to update or remove password

4.

If member wishes to update or remove password

  1. Remove or add a new password, if member wishes

  2. Document your actions in the Activity History using M3918 (Comments to DCSE Staff)

DO NOT PRINT THIS PAGE FOR DISTRIBUTION

CHANGE LOG
Change Number Change Proposed Updated by?

Change Made?

Yes/No

 Reason Date Finalized
example Change font on all pages to pink Jane Doe No Pink not within approved standard font scheme 4/13/2018
1

 

 

 

 

 
2

 

 

 

 

 
3

 

 

 

 

 
4

 

 

 

 

 
5

 

 

 

 

 
6

 

 

 

 

 
7