ACA
The Affordable Care Act was signed into law in what year?*
2010
What is the Average Speed of Answer Goal?
5 seconds
How do you set call expectations?
1. Let customer know next steps
2. Give time frame
Who is the Operations manager for Guidewell connect?
Steve Bryant
Agents must log into bhive time clock, five 9, and what to track their time?
Clarizen
When can members of a federally recognized tribe enroll in a Marketplace plan?
1. 10/10-1/15
2. 09/01-12/15
3.Anytime
Members of federally recognized tribes and ANCSA shareholders can enroll in a Marketplace plan any time. You can change plans up to once a month.
What does AHT stand for?
Average Handle Time
When pitching a plan to a customer, how many plans should be pitched during the call?
1 plan
* Have one plan as back up just in case
An agent has a health emergency and needs to leave work suddenly. What procedure do they need to follow?
1. Inform Sup of intended absence
2. Call the BP leave line
How must an agent appear when being viewed on with bhive.
Agent must have side view of face be present and atleast one screen visible.
Which of these screens is not free under ACA?
What does KPI mean in a call center?
key performance indicators
What tools can you use to determine subsidy eligibility?
1. Federal poverty level chart
2. Marketplace rating tool
3. Kaiser tool
How many points will an agent accrue from missing work on a critical day?
1. 2 points
Which tab should clarizen hours be logged under?
A. M-9001 B. M-11402
C. M-25601 D. M- 10902
M-10902
My children and I are tribal members, but my spouse is not. Can we enroll as a family with a Special Enrollment Period?
If your state uses the federal Marketplace, yes. If one family member on the application is eligible for the Special Enrollment Period (SEP), all family members who apply on the same Marketplace application are eligible. This is true even if different family members are eligible for different Marketplace plans, based on differing eligibility for lower monthly premiums or out-of-pocket costs.
What is your productivity goal?
85%
Name the missing step in the sales funnel process?
1. How can I help you?
2. Set call expectations
3. Subsidy eligibility
4. ???
1. How can I help you?
2. Set call expectations
3. Subsidy eligibility
4. NEEDS ANALYSIS
An agent recieves a supsicious email asking for personal info. What should the agent do with the email?
The call center is busy and you are on a call assisting a customer. The customer asks you a question and you are unsure of the answer. Due to it being the busy season, you believe most of your co workers are on calls as well. Before asking a co worker for assistance with an inquiry, what must you do?
Use your tools to see whether you can figure out the answer first
Under a persons Rights and Protections under the ACA, insurance companies can no longer limit what?
Yearly and lifetime coverage expenses for essential health benefits
What is your Schedule Adherence goal?
90%
A person states that they are eligible for group coverage through their employer. The coverage is not deemed eligible. What is the percentage of the employees house hold income that a employer based plan can not exceed to be deemed affordable?
Answer: 9.86%
9.86% of the employee’s monthly household income
Note: This percentage will decrease to 9.78% for 2020 plans.
Where is the attendance policy located?
In the compliance tab under policy and procedures in the Employee Broad Path portal.
State the opt-in for call back consent.
" We would like to call you back if we need to continue our discussion about the products we discuss today or about other services that we think may interest you. These calls may be made using automated technologies. Do you agree to receive calls from Florida Blue and its affiliates, related brands, and their agents? Please note that you are not required to provide this consent to make a purchase.