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100

• General Marketplace coverage

 • The cost of coverage

 • Eligibility for lower-cost coverage

are Example of what?

General inquiries

100

An ____ is the process of entering a consumer’s issue in NGD to relay it to a different support group.

escalation

100

When the consumer is ready to complete an application what Information is required?

Contact information (such as their address), Employer and income, Household members, Tax-filing status

100

What are catastrophic plans?

Catastrophic plans may be an affordable way to protect yourself from worst-case scenarios, like getting seriously sick or injured.

100

You can find DMI information in what 3 locations?

• DMI views in NGD 

• Documents view in NGD

 • Application details screen on HealthCare.gov

200

• Enrollment errors 

• Issues with applying advance payments of the premium tax credit 

Are example of?


Plan Issues

200

What are the 5 "W"?

who, what, when, where, and why

200

If a consumer applies for Marketplace coverage December 16 – January 15 when would their coverage start?

February 1

200

Consumers can compare up to ______ at a time in a side-by-side view that shows a summary of key plan information.

3 Plans

200

Can a Consumer keep their dental coverage plan and termination their health coverage plan? 

No 

300

Pitch, Inflection, Volume, Pace

Tone of Voice

300

• Did that answer your question? 

• Do you have any additional questions? 

• Is there anything else I can help you with today?

are Example of?

Asking Probing and Confirming Questions 

300

Open Enrollment Period Is What Timeframe?

The OEP runs from November 1 through January 15

300

The first screen in the Plan Compare tool is called what?

You’re eligible to enroll in Marketplace coverage screen

300

The Marketplace sends warning notices in what time frame for an DMI?

90,60,30 and 15

400

Listening is a critical part of creating a positive customer experience.

active listening

400

How many ways can you Close the call, and how do you do so?

Navigate to the Activities list applet on either the FFM Contacts screen Activities view or the FFM Contacts screen Applications view

400

The plan that the consumer was enrolled in for the last calendar year or before is called what?

Prior Year Plan (Prior Coverage Year)

400

What are the 4 C's?

 convenience, cost, coverage, and customer service.

400

How do you know if the Consumer Identity was verified? (Name the Field also)

If the Identity Proofed field shows Yes, the consumer has completed identity verification.

500

___ ______means that a consumer needs to contact the Marketplace only once to resolve their question or issue

First-call resolution

500

If you are transferring the call, you must not what? 

Close the call (Leaving the call open lets the next CSR continue with the consumer’s NGD Contacts record)

500

During the OEP, consumers can enroll in coverage for the current year as long as they are eligible for ____

a special enrollment period (SEP).

500

Is it True or False that Health insurance companies charge higher premiums if a consumer uses tobacco?

 True

500

What partners help consumers get coverage through the Marketplace?

• Navigators 

• Agents 

• Brokers 

• Assisters 

• Certified application counselors

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