Types of CMS Calls
Troubleshooting
Documentation
Misc.
100

Can a ghost call be a CMS test call? True or False? 

True 

100

What piece of equipment must be used as of June 1st? 

Ethernet Cable 

100

Who do you need to notify once you have received a test call? 

People leader 

100

What is the first thing you should do after you miss a call? 

Move to system issues and notify your people leader. 

200

For TTY calls what phrase would you use to indicate you are done speaking?

Go ahead.

200

Which browser will you open for an audio check? 

Chrome 

200

What components are included in the test call template? 

  • Test Call:
  • Interaction ID:
  • Date/Time:
  • Comments:
200

Call must be answered by the ____ ring.

second

300

The amount of time you will remain on the line when there is no response from the caller. 

2-3 minutes 

300

How can you open task manager? 

CTRL+ALT+Delete

300

What are the required steps to take when you receive an "automated" test call?

  • Press 9 on their phone system
  • Speak their name
  • Speak Vendor name (if applicable)
  • Speak Agent ID
  • Speak location
  • Disconnect call
300

Where do you go to perform a speed test? 

Speedtest.net 

400

What should be done on TTY and Interpreter calls?

Speak slowly and speak directly to the member.

400

What are the troubleshooting steps for internet check? 

  • Visit the website, www.speedtest.net and complete an Internet Speed Test.
    • Download: (Insert Speed Here) mpbs
    • Upload: (Insert Speed Here) mpbs
  • Last time modem/router was rebooted:
  • Have you experienced any VPN or internet connectivity issues recently?
    • How many VPN disconnects/reconnects in last 24 hours:
    • How many internet disconnects/reconnects in last 24 hours
400

What components needs to be included to report system issues in the CMS Audit Agent Troubleshooting Chat? 

  • Name/ CN #:
  • State/LOB you work for:
  • Remote or Onsite:
  • Physical Location: (State/ Philippines/ etc.)
  • Station ID:
  • Internet Carrier:
  • Do you have a wired headset or Bluetooth or speakers?

    • Company Supplied/ Personal:
  • What soft phone do you use? (Avaya/AWS/Cisco/Genesys etc.)
  • Are you hard wired into internet service or on Wi-Fi?
400

What will the caller state after you have received a test call? 

"Hello, this is a test on behalf of the Center for Medicare Services…" or "This is a test call on behalf of the Centers for Medicare and Medicaid Services. We thank you so much for your time."

500

What is the ghost call script? 

  • "Hello caller. I am sorry. I am unable to hear you. If you can hear me, please give us a call back at [Plan Customer Service Number] and we will be glad to assist you."
  • "Thank you for calling (Plan Name) have a great day!"
500

What are the three environmental factors that can contribute to system issues? 

  • Any other factors that may be contributing to the issue (example: kids on vacation or family/friends visiting that are also using the internet, power outages, other devices being used slowing down overall speed, etc.)
  • Power outage or weather Impacting your area
  • Is your internet service provider experiencing outages
500

What are the steps to documenting a CMS test call in Omni? 

  1. Click on +New and select Interaction – Member.
  2. Select search method
    • Member ID
    • Member Name (First, Last, and Date of Birth)
    • Test callers sometimes only provide their first name which will lead the agent receive an error. If no name is given, enter CMS in First Name field and Test Call in Last Name field. If only first name is given, enter Test Call in Last Name field.
    • In the Member Search section of screen, enter the name of the caller and Submit.
      Note: See Instructional text.
  3. Result: On the Select a Member screen, in the Search Results section, you will receive the following message: "No results found with entered search criteria."
  4. From the Other Actions drop down, select Member  Not Found.
    • The Member  Not Found section displays.
    • Note the Instruction Text indicating that documentation needs to be done via Log View  Status.
      Note: Use the OMNI 3.0 Log View Status Process article for information on how to navigate through the OMNI 3.0 Log View Status intent.
    • Complete the applicable fields and click Submit.
      Note: If the caller does not provide name:
      • If caller identifies as an Internal Test Caller, use Test Call in the Member First Name and Last Name fields.
      • If caller identifies as a CMS Test Caller, use CMS Test Call in the Member First Name and Last Name fields.
      • In the Date of Birth field, use the Date of the Call.
  5. Click Add Task button. Then double click on Log View  Status intent.
     
  6. Test Call Types
    • Internal and Automated Test Calls
      • In the Inquiry Reason field, click on the drop down arrow and select Internal Test Caller, when someone is calling from in house.
    • CMS Test Calls
      • In the Inquiry Reason field, click on the drop-down arrow and select CMS Test Caller.
  7. Enter the Test Caller's Name (if provided), Test Question, and Your Answer to the question as well as where you located the answer or resource used in the Comments field.
  8. Click Submit.
500

Correct or incorrect response? 

Hello, are you the right person to answer my prescription benefit questions?

  • "No, that would be our PDP department. Let me transfer you."


Incorrect.

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