Enter Title

DAY 1

100

What to Expect Each Day You’ll begin with

a learning checkpoint, which is a review activity that lets you practice key skills that you’ve learned so far. T

200

to manage the flow of the call to make the caller feel heard, gather the information you need, and resolve the issue

The Call Management Framework

300

is the computer system used to respond to callers’ inquiries and requests, and it is where you will spend much of your time.

Next Generation Desktop

400

The 4 Parts of Medicare

Medicare Part A and Part B are also called Original Medicare. 

Here’s what you need to know about Medicare Advantage (MA) plans (Part C):

 Part D adds prescription drug coverage to Original Medicare

500

Thank you for calling Medicare. (finish the rest)

My name is [INSERT FIRST NAME AND ALIAS LAST NAME]. To better assist you, may I have your name or the name of the person you are calling for

Day 2

100

provides an overview of information related to the beneficiary record, including Medicare benefits, enrollment data, claims, and Medicare Advantage and prescription drug plan information

BCC Tier 1 screen

200

 contains process flows, infographics, job aids, and quick references.

General Medicare Tier 1 Reference Portfolio

300

 If the beneficiary provided only some items through the ___, make sure that you verify their _______ and ask them for the remaining pieces. Once you have verified a total of 4 pieces of information, the beneficiary has passed disclosure, and you can release any beneficiary-specific information to them. Remember that you must verify _______________ 

IVR,first and last name, 4 of the following pieces of information:

400

After passing disclosure, you will need to ask the beneficiary for . By signing beneficiaries will stay up to date on current information,

email address.

500

Phase 2: The First 5

Protect Privacy

 Listen and Take Notes

 Restate and Offer to Help

 Do an NGD Quick Check

 Ask Questions

Day 3

100

Who is eligible for Medicare

• 65 years of age or older and a United States citizen,
• 65 years of age or older and a lawfully admitted alien with permanent, continuous residence in the United States for 5 years immediately prior to the month of enrollment, or
• Under the age of 65 and have been entitled to disability benefits from the Social Security Administration or the Railroad Retirement Board for 24 months. Medicare will waive the 24-month waiting period if:
  • You have amyotrophic lateral sclerosis, commonly known as ALS or Lou Gehrig’s disease,
  • You have end-stage renal disease, or
  • You’ve been exposed to environmental health hazards and have been diagnosed with a medical condition caused by that exposure.

200

is this true the initial enrollment period occurs when you first become eligible for Medicare at age 65. This enrollment period includes a total of 7 months: the 3 months after the month you turn 65, the month of your sixty-fifth birthday, and the 3 months before the month you turn 65. 

yes  

300

True or false Losing Medicaid Coverage is not a special enrollment period 

false 

400

The transfer enrollment period allows you to enroll in Part A without a penalty if you were previously entitled to Part B only and were enrolled in a Medicare Advantage or a plan______

 or a Medicare 1876 cost plan.

500

The special enrollment period will vary depending on the type of life change. You should always contact ___________to confirm that you are eligible for a special enrollment period.

Social Security Administration

Day 4

100

The Final 5

Did you … Answer the caller’s question completely

 Confirm that you answered all of the caller’s questions

 Summarize the caller’s next steps 

Write transfer notes if necessary 

Record all qualifiers and subactivities 

200

true or false. Disclose the address on file to any caller. If the caller cannot provide the address on file

False 

300

Temporary, Verbal Only, you can give verbal authorization if you want someone to have access to your records for __________

14 calendar days or less.

400

Long-term authorization is 

 required when someone needs access to your records for longer than 14 calendar days

500

When a beneficiary’s personal information is incorrect, use the ________ to compare records across different systems and determine where the issue is.  

 Demo Compare view