Ring Ring Pick Up
How long should you wait before answering the call?
What is you should answer immediately?
I gave you my verifying info, now what do you do with it?
What is document it
FACT or FAKE: I can tell anyone, anything even if they do not verify.
What is Fake, I can't give information out without verification
How many pieces of information do we verify?
What is 3?
What is Health Maintenance Organization?
When do you give your branding while on the call?
what is the end?
I gave out password reset steps and helped log in, which parts do i document?
what is all of them.
FACT or FAKE - I can skip documenting on calls for the wrong number.
What is fake, i document as a hangup.
name, DOB, address, last 4 of ssn are examples of
what is information to verify?
a monthly payment for the insurance plan coverage
what is a premium?
I told the member I ____ assist them with their inquiry after I verified their account.
What is can?
A caller doesn't ask but I give them information, do I still document it?
What is yes, document everything provided?
FACT or FAKE - I cannot help a member with their questions without verifying them
someone who is calling on behalf of another individual must have _____ prior to giving them information.
what is authorization?
there are 3 general ways to get health insurance:
What is through Employer, state/government, purchase ?
provides services, calls with inquiries, can vary as to what type of services they provide, clinician.
What is a provider?
1 phone call =
what is 1 interaction/case?
FACT or FAKE - I can tell a member a services is free if it shows 0$.
What is Fake, I tell them at no cost, not free.
A member verified 2 pieces of information, but I informed them I have to have ___ of information verified to proceed.
What is 3?
the primary insurance holder is known as the ________.
What is the subscriber?
a person who has health insurance coverage under Kaiser Permanente
a member is upset and expressing dissatisfaction with service, you can file a _____ for a member.
FACT or FAKE - A subscriber is who ever is calling about the insurance plan.
What is fake, a subscriber is the primary insurance holder.
A HIPAA Grid should be referenced ____
What is on every call?
the service called ____ if it is covered under a health insurance plan.
a benefit