VERIFICATION
What system do you use to verify a caller?
MMIS
What is our highest level of coverage?
MassHealth Standard
What system do we use to document calls?
Health Track
Which job aid would you use to help submit a task?
Member Escalation Task Templates Job aid
If a member would like to change their health plan, where would you transfer them?
MA_TXFR_HealthPlan_Eng
How many pieces of info do you need to verify if the person is calling on behalf of someone else?
4/6
If a member completes an application and is not eligible for MassHealth, they may be eligible for?
Health Connector
What system would you use for a member with the agency affiliation SSA?
MA21
What job aid would you pull up to see if a member receives a MH ID card?
Aid Category Coverage Type Matrix
If a member with the AA of SSA needed to update their address, where would you transfer/refer them?
Refer them to Social Security Administration (800) 772-1213
Can a PSI make changes to a members account?
No
What are the MassHealth Eligibility requirements?
Residency, Citizenship, Immigration status, Income, and Categorical Circumstances
What system would a CSR use to update a members address?
HIX
If a member calls regarding a premium bill what job aid will you pull up to assist?
MassHealth Premium Billing Job aid
If a member wanted to complete a ARD form over the phone, where would you transfer them?
MA_ARD_Eng TXFR or 340
Where would you find the person authorized to speak to regarding a child in DCF Custody?
MMIS Address Field
How many days does a member have to respond to the job update income form?
30 days
What system would you check for documents sent in by the member?
MyWorkSpace
What job aid would you use if you forget the steps to the PT1 address change?
Transportation Job Aid
If a member called and wants to file an appeal, where would you transfer them?
MA_TXFR_EA Specialists_Eng
What are the steps to receive one time consent?
Verify info with HOH, ask permission to speak to/make changes with (blank), then you can speak to caller
Who is eligible for PT1?
Standard, Commonhealth, and Careplus members
Where can you review notices?
HIX/MA21/MyServices
Which job aid would you use for a member calling to withdraw their application?
Adding/Removing Administrative Closure Codes in HIX
If a member called regarding checking the status of the PT1 where would you transfer?
Nowhere You would assist the member with the call