Auth & Disclosure
What disclosure items are required?
Medicare number or Social Security number (SSN) or both
Per the CCO Food Policy: Snack wrappers and food wrappers, empty packages, partially full snack or food packages etc., found in operational areas will be considered snacks left after work hours.
Is Allowed or Not allowed?
I am distracted by non-call-related items on my computer; I often ask the caller to repeat themselves; I listen and ask appropriate probing questions to understand the reason for the call and begin to pick up on the caller’s cues, falls under what Competency category.
Active Listening
Is it okay to confirm or provide a beneficiary’s address if they pass full disclosure
No, use the Authorizations script, it states: “Remember to never give out a beneficiary’s address over the phone. Addresses are considered personally identifiable information.”
Using a portable electronic device (ex. Cell phone, smartwatches, vapes, etc.) in an operational area or in a non-operational area while on an active call with a beneficiary or a consumer, is a violation of what policy?
Secure Floor
I provided or confirmed inaccurate information; I entered incorrect information that will cause future hardship, or inconvenience follows under what Compliance Category
Information Accuracy
True or False: If the beneficiary has passed disclosure and tells you that there is another person on the line, you are able to speak freely without needing to enter an authorization.
True, starting at the Authorization script, navigate to The Caller is the Beneficiary subscript, ask the beneficiary if it is OK to speak about their Medicare account with the caller on the line. If they agree and can hear or participate in the entire call, you can assume that you can speak freely in front of the other person for that call only.
True or False: Per the Dressing for Success at Maximus Policy: Athletic attire, spandex, jerseys, sports shorts, pajamas, scrubs, or fatigues. Tank tops, muscle tees, spaghetti straps, and shirts that do not cover the midriff. Skirts or shorts that are shorter than 3 inches above the knee, cut off, or have holes, rips, tears, or ragged hems are acceptable attire.
FALSE
I did not open or close NGD call records properly, I did not follow consumer or beneficiary message protocol, I did not check appropriate NGD check boxes falls under what Compliance Category
Business Process
The authorized daughter of a beneficiary asks if she is also authorized on the beneficiary’s drug plan, would her Medicare authorization be valid for the beneficiary’s drug plan?
No, “The Caller is Not Authorized” under “The Caller Is Asking about Medicare Advantage or Prescription Drug Plans” subscript states in the CSR note: “Drug plans do not recognize Medicare authorizations.”
Per the Attendance Management Guidelines for CCO Hourly Employees policy, after 1 calendar year, all your attendance hours will be removed.
False: Attendance for employees is measured within a twelve (12) month rolling period. Only hours accrued on that date will be removed.
I have frequent or extended periods of noninteraction and/or hold times, I have difficulty locating relevant scripting using keywords or quick links because my search terms may be too broad, use language, jargon, or acronyms without explaining them throughout the call fall under what competency category
Call Efficiency
While passing disclosure with a caller, you noticed the spelling of their name in their authorization does not match how they spelled their name while passing disclosure. Which script addresses how a beneficiary can update this?
Authorization script, Granting Authorization Information, then click on the Updating an authorization or reinstating an expired authorization from the CSR note.
True or False: Per the Break Time Policy for Maximus Federal Contact Center Employees, Employees taking additional unauthorized breaks equal to or greater than 8 minutes is considered unauthorized conduct and will be subject to progressive discipline up to and including termination.
Employees taking additional unauthorized breaks equal to or greater than 6 minutes is considered unauthorized conduct and will be subject to progressive discipline up to and including termination.
Accessing and reading applicable scripting, confidently use tools and resources (like NGD, reference materials, and the ISG) and providing specific and appropriate information for the issue falls under what Competency Level?
Issue Resolution