J.

Lodge Guide

Opening a new scorecard.

Open a scorecard before downloading the recordings, this will track time spent on a call and your
efficiency.

1. Log into J.Lodge using Firefox.

2. Select MA Beta 2021

3. Select +New Evaluation (in green).

4. Check the Evaluation Start Check Box and click Save & Close.
Metadata

Filling out the scorecard. If you select a call from the Triage and add evaluation, most of this will be filled
out for you.

Company: TZ

Audit Type: Select Complete when you are doing a routine call (during training you will select
Calibration).

Monitor Type: Select Routine when you are doing a routine call (during training you will select
Calibration).

LIS/Medicaid: If the client has a level assistance select LIS or Medicaid. If the client does not have any
assistance, leave it blank

Program: Select either Humana MA, MA Product (MA Choice), Anthem MA, Aetna MA or MA PDP.

Product: Select the product type, H-MA, H-MAPD or H-PDP (if prompted)

Related Carrier: Select the carrier (if prompted).

Related Site: CAN, CLT, WES, RIC, TPA, FTM, Dialog.

Related Agent: Select the agent’s name.

State: Select the client’s state.

Enrollment Date: Enter in the date of call either by typing in the date or using the calendar icon.

Call Info

Call Time mm: Enter in the number of minutes for the length of the recording.

Call Time ss: Enter in the number seconds for the length of the recording.
Call Type: Enter if the call was inbound (IB) or outbound (OB).

Call Disposition: Enter in the call disposition. This will be found in Harmony under the “Call Status” in
Harmony.

File Number: Enter the file number for the sales call, this can be found in Harmony.

Harmony Record ID: Enter the record ID for the sales call, also found in Harmony.

Call Type: Select if the call started as an inbound or outbound call.

Putting your scorecard on hold

To put the scorecard on hold change the Audit Status from Complete to On Hold. Anytime you are on
break, lunch, in a meeting or training or leaving for the day

You will need to select a Hold Reason:

Waiting on information*

Meeting/Training

Leaving for the day

Lunch/Break

*When selecting waiting for information, you will need to enter a reason the call is on hold, example
“waiting on missing recording”.
After selecting a hold reason, click Save & Close.

To resume work on a scorecard

Click Edit and change the Audit status to Complete. And can continue to score the call.

Scoring the call

When scoring the call put the details of the score down in the corresponding line item. Select if the
issue is Non-Complaint or Auto Fail from the corresponding drop down. Write notes in the past tense.

In addition to listening to the day of the enrollment, also listen to 7 days before and 7 days after. There
may be times we need to expand the range even more.

There may be more than one phone number associated with the enrollment. We need to do due
diligence to find all the calls associated with the enrollment. If you monitor a call where it seems to have
a missing recording, put the call on hold and report a missing recording.

Fit all the notes you can on the line item. If there is not enough room type “cont’d in General
Comments” in the line item, then continue the note in the General Comments section and notate what
line item the note belongs to. Example below:

When entering multiple notes on the same line item put the most important/severe notes first.

Use the Compliance Monitoring Grid to help guide where to score down.

To spell check your notes, right click in each of the line items and select “Check Spelling”, this will notate
any spelling errors.

Avoid “double dinging” the agent. If the agent did or did not do something that could be scored down
for in more than 1 line item, only score down for it once.
When scoring a section that has more than one issue, put the Auto-fail issue first followed by any Non-
Compliance issues. Also, when you type your note put “AF” or “NC” before each. This will allow the PM
to distinguish what issue is the most severe.

Time Stamps

Time stamp notes in the proper format. Have a description of the issue followed by the time stamp.
Time stamps should be in parentheses with the wav number followed by the time.

Example if you need to score down for an issue that happened in wav 1 at 15:10, the time stamp would
be (wav 1, 15:10).

If the same issue occurred at multiple times such as wav 1 at 15:10 and 18:20 and in wav 2 at 5:25, the
time stamp would be (wav 1, 15:10, 18:20) (wav 2, 5:25).

If you need to score down for a range of time such as wav 1 from 10:10 to 12:05, the time stamp would
be (wav 1, 10:10-12:05).

What NOT to put in J.Lodge

QA cannot put Personally Identifiable Information (PII) on scorecards, anything that can link the
information back to the client. This includes, but not limited to:

 Client names
 Phone numbers
 Addresses
 Medicare numbers
 Policy numbers

Downtime

Anytime you are not scoring a call, you will need to keep track of your downtime. This includes breaks,
calibrations, coaching, special projects, trainings, meetings and any type of technical or IT issues.

To document your downtime click Time Sheets in J.Lodge.

Select New Time Sheet

The date will default to the current date. You can put your downtime in either minutes or hours; just
make sure you select minutes or hours from the drop down. Next you will select the Type of Task and
put a brief description in the comments section.

Note: You will be clocked out for lunch, so you do NOT need to document lunch in your downtime.