Welcome
Systems
Basics
Conversations
Hunger Games
100
The three learning styles you were assess in.
What are audio, visual and kinesthetic?
100
This is a description of the EPDB system name and purpose.
What is Enterprise Provider Database used as a backend for all contract information and feeds directly into HRP?
100
When a medical service is covered, Aetna permits a certain amount to be paid on that claim. What is this called?
What is the Allowed Amount?
100
This is what you should do if you can't locate a member in either HRP or Salesforce.
What is attempt to locate the member record through ServiceLink?
100
Katniss' father was killed in what kind of accident?
What is a mining accident?
200
What three parts of Aetna work together to deliver on Vision 2020? (check Pioneering Positive Change PPT)
What are Providers, Consumers, Employers/Government?
200
This website houses all benefit plan information for public use (aka The Marketplace).
What is healthcare.gov?
200
What is the difference between a co-payment and a deductible?
What is a copayment is a flat dollar fee paid by the member to a preferred provider at the time a service is rendered and a deductible is a pre-defined dollar amount that must be paid by the member towards the cost of covered services before the plan will pay any benefits?
200
These are the five things you must do when it is necessary to place the caller on hold so that you can research an answer to their inquiry.
What are: 1) never place the caller on hold immediately after the greeting; 2) ask permission to place the caller on hold; 3) give the business reason why you will need to place the caller on hold; 4) provide an estimated length of time you will need to place the caller on hold; and 5) thank the caller for holding upon returning to the call.
200
Gale's nickname for Katniss is this.
What is catnip?
300
What is known as your internal resume?
What is the Talent Profile (in Talent|Reward)?
300
HRP name and description of its purpose.
What is HealthRules Payor which is the main system used by Consumer Business to answer Provider calls and houses a variety of information including benefits, eligibility, claims processing, billing/enrollment and Provider contracts?
300
Three guidelines that must be followed in order for a Provider to be considered a recognized practitioner.
What are: 1) licensed by the state or jurisdiction of practices, 2) rendering a service covered by the policy; and, 3) practicing within the scope of the Provider's license.
300
These are the 7 basic phone rules described in The Conversations of Life (not the 7-C's).
What are: 1) do not interrupt the caller; 2) listen to the information and write it down as needed; 3) repeat alpha or numeric IDs back to the caller; 4) DO NOT MUTE; 5) be sensitive to others on the phone around you;6) be aware of cultural differences; 70) NEVER profanity?
300
This is the number of tributes sent to the Hunger games.
What is 24?
400
What is Vision 2020? (check Pioneering Positive Change ppt)
What is the value we provide to customers; the role we play in the healthcare ecosystem; and the value we bring to Aetna through our brand, customer loyalty and growth in consumer segments?
400
Our phone system supports member and Provider calls through a software known as ___________ which ties into our workforce management strategy.
What is G+ Adapter?
400
Of the four Consumer Business markets, one's plans are named differently than the other three markets. What is the state in which these different plans reside and what is the name of these plans?
What is Virginia and what is Innovation Health?
400
If you feel uncomfortable providing your last name to a caller when they request it, you can provide this instead.
What is your name and employee ID?
400
What is the name of Katniss' sylist?
Who is Cinna?
500
As Customer Service Representatives, what are we asked to keep in mind every time we take a call?
What is the fact that the caller is a human being (a person with their own unique set of circumstances) and we are creating a positive and lasting impression?
500
SLP name and description.
What is Service Link Portal which houses benefit premium/billing information as well as the most current eligibility information?
500
What is your responsibility regarding privacy and confidentiality in your role as CSR?
What is collect only information that is relevant to our business needs; safeguard the information; make certain that we only disclose information to people that are legitimately entitled to it?
500
Using this listening technique is the best way to de-escalate conflict during phone calls and conversations in general.
What is empathetic listening (will also accept active listening)?
500
Peeta Mellark is picked as the boy tribute from District 12. Why does this trouble Katniss?
What is he saved her life once?
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