DBME

AUTHENTICATION

100

To verify a customer

S- SOCIAL LAST 4

N- NAME WITH SUFFIX 

A- ADDRESSES 

P- PHONE NUMBER

D- DATE OF BIRTH

200

What to include in addresses

(including city/state/zip apt, unit, lot # with directions of the street (N, S, E, W) (RD, LN, BLVD, AVENUE)

300

My address use to be (next 2 steps) 

Make sure we update the address

Double check your work 

400

what to capture w/homelessness & general delivery

in residential they have to same any indication of homelessness or city state and zip

for mailing customer has to say general delivery with city state and zip code 

500

ONLY ways to by pass a social 

I dont want to provide, I dont feel comfortable, I dont know it, dont have one. 

NOTATION

100

Key for notation 

F8

200

Failed notation 

1. AUTHENTICATION: VAL UNABLE TO AUTH CALLER.
3. WHAT AGENT DID: NO CASE INFORMATION RELEASED.
4. VOTER REGISTRATION: VOTER REG N/A

300

Notation for Aztecs 

see hea plus notations-application id #####

400

what can cause a critical fail in notation 

notating in the wrong account, wrong application ID, selecting the wrong customer, not putting in unable to update phone number or address to..... 

500

Notate renewal for MA, Midd approval denied block 3

Assted PI with renewal MA application id 20232222222 connected to MAC due to closure is within 30 days. 

RANDOM

100

time frame for benefits

NA 30

CA 45

MA 45

PG MA 20

200

First step to Aztecs

cap 02

300

Steps for jppo 

1. Review ONBASE for A011 notice to determine if the client is required to complete the JPPO compliance.

 

2. Check INDA screen in Aztecs to identify if an interview has been completed.

 

• If an interview has been completed, probe with the client to determine if they have completed the Jobs Program Preliminary Orientation with an eligibility worker.
• If an interview has not been completed, advise the client that they will need to complete the Jobs Program Preliminary Orientation during the interview process.

 

3. If the client has not completed the JPPO compliance and the interview has already been completed, connect to an eligibility worker by connecting to Case Accuracy.

400

ALL rfi not in, under 30 days since case closure; where do you connect?

no connection due to rfi not in 

500

MA discontinued due to income being reported inaccurately.. 

Accuracy 

DISPO & SCRIPTS

100

Ghost call script 

"Hello Caller? (pause for response)

Caller? (pause for response)

Caller if you can hear me, I cannot hear you.

Please call us back at your earliest convenience.

Thank you for calling HEAplus Customer Support, goodbye."

200

Dispos for interview 

NA - Gen Cust Svc - Benfcy, Educ, Benefits
NA - Gen Cust Svc - Eligibility Related

300

System issues 

"At this time, we are currently experiencing difficulties with our systems that

are not allowing us to access your case information.

We are working on resolving this problem as quickly as possible and we apologize for any inconvenience this may cause.

We ask that you please contact us back at a later time, while we work to resolve the issue.

Was there anything else I can assist you with? (Await customer response)

Thank you for calling HEAplus Customer Support, and after this call there is a brief one minute survey, may I connect you?"

(Await the callers response, then disconnect call)

400

Call back script no answer

“Hello, this is _________ with HEA+ Customer Support, I’m giving you a call back, as it appears our call disconnected. If you need further assistance, please give us a call back at 855-432-7587. Goodbye.”

500

MA Compliance vs PEBT which dispo

pebt 

QA SCORE CARD

100

40A. 

BENEFIT TYPE

200

1A.

Did the agent thank the caller for calling Health-e-Arizona plus / The PEBT Hotline (depending on the call type) without delay and stated their name in a polite and professional manner?

300

25A. be specific 

voter reg offered pi declined

voter reg offered pi accpeted

voter reg n/a 

400

35A.

1. Authentication:

2. Who called and why:

3. What did the agent do:

4. Voter registration:

500

Possible Points

86