Panviva
You need to refer a client to their MCO, where would you find the phone number?
Frequently Used Phone Numbers
A caller gives you the core 4 and you see it matches in CP. Does this mean they pass IDP?
No - we should never IDP out of CP
A client needs their NOA resent to them. What do you do?
To pass IDP
VaCMS and/or MMIS
How long do you have to acknowledge your scorecards?
24 hours
Where do you find important updates?
Fast Alerts
A caller passes IDP and you see that the address in CP is not their current address. Are you able to edit this?
Yes
A client needs to have their TPL removed, what do you do?
Refer to LDSS Case Worker and offer transfer
To find an MCO
MMIS
In what system is all of your scripting housed?
Panviva
On what task of the greeting will take you to get an interpreter?
Task 1
You need to create an emergency escalation for a new application due to client needing medicine. What task type would you select?
General Escalation
You see a client's application is still pending, what should you check for?
To find an NOA or VCL
VaCMS
A client calls in and states their mailing address has changed and they need to have it updated. What process do you offer them?
Report a Change
What task in the opening script will take you to the list of frequent call types?
Task 4
A 20 y/o daughter/AR is calling in on behalf of her mom (who is not currently present). What type of call record is this?
3rd party
A client is wanting to cancel their MA and choose to do it verbally with their case worker. What should you also do?
To find submitted applications
VaCMS
A caller is applying for MA and stated they went to the hospital last month. What should you ensure to select so that they can be evaluated for coverage during that time?
Retroactive coverage button (under "received medical service/expense in the the last three months")
What script do you read when a caller is no longer responding to you and where do you find it in Panviva?
Unable to Hear Caller Script
Where: Phone Etiquette or home page under Technical/System Scripts
What information do you enter to search for a profile in CP (hint: there are 2 answers)?
SSN -or- Name/DOB
You go to do a client's renewal but the application comes up blank. What do you then do?
Complete a new application and escalate to have it processed as the clients renewal
To notate your call
CP and VaCMS (when applicable)
What should you confirm before re-generating an MA card (hint: there are 3 main things)?
1. They need a cardinal care card and not an MCO card
2. A card was not sent within the last 10 days
3. The address listed in MMIS is up to date