Call Audits
In "Confirm Identity", we must confirm (Blank) of both the member and person we are speaking with.
First and Last Name
Call/Case note must specifically state whether the case is being...?
Accepted or Self-Directed (and the reason why)
What is the minimum approval number and accept number an individual must achieve to get bonus?
60% & 4.25 (8 hr shift) 60% & 5.30 (10 hr shift)
We accept most HP Member pending cases. What pending cases do we not accept?
ALJ Pending Cases
Pulse checks are sent out every "blank" hr/hrs by who?
What is the max hold time an agent can put someone on hold otherwise they will receive 2 point deduct?
5 Minutes MAX
Bonus: How many months of data is used to determine T2/T3 promotions?
6 months
Reps must be logged into Livevox no later than...
At the start of your shift (or no more than 7 mins)
Because SSI will automatically become eligible without a medical decision at a certain age if they meet income/resources, what is the max age we will screen?
64.50
In our SOS scorecard, rep must have a score of what % to exceed Call/Acct Audits?
94%
When we handle an incomplete screen and member would like to be called back later, what is the correct LiveVox Termination code to select?
Incomplete Screen
What word cannot be used in the notes when self-directing a consultative?
"Close Case"
In our Scorecard, to achieve exceptional in Quality Call and Acct Audits, what % should we be achieve?
98%
For children cases, what is not counted as part of resources?
Parent Retirement Funds and 401K
If working a late shift, who is all included in the SCB email?
Stacy, Jake, Omar, Tomara
BONUS: To be eligible for T3 promotion, rep must have what tenured time, what minimum accept average, what minimum apprvl number, and % average for call/acct audit?
30 months, 4.50, 72%, and 94% Acct & Call Audit
If rep did not complete consultative, what should be the close reason in member summary section?
Refuse Consultative
To become eligible for tier II, rep must achieve what minimum tenure time?
15 months
All Federal tax refunds and advanced tax credits received are not counted for how many months?
12 Months
When working as a late night TL, what other end of the night Task/Duty needs to be done on Compass besides SCB report?
Print Initial Consents
How much points is "Compass Processing" worth?
12 Points
"Enough Info" At a minimum, the following must be gathered for adults?
2 ADLs, 1 limitation, 1 symptom with frequency, treatment source info
What our 5 criteria must SOS meet before achieving PFP (Bonus)?
30 cases, Pass Acct Audit, Pass Call Audit, Achieve 4.00+ accepts, Achieve Approval Number
If a person is 59 1/2 or older and eligible to draw, what resource do we not count?
401K
Where else can we pull extra calls besides Compass?
Centauri Reports - Under Report Name: Livevox Received Referral