FCR
Queue
Research
Call Audit
Calabrio
100

You put in a case for ALF (research), home care (research), Meals on Wheels (FCR), and a BTW on long-term care planning (FCR). How many FCR tasks are created?

One

100
A participant calls in looking for immediate housing for his mother who is 67. She is mobile, able to cook for herself but is okay with paying for meals, has no budget, and does not have any known medical/cognitive problems. Name three types of senior housing we could offer a search for.

SMRA, ILF, CCRC

100

Which company gets all of their cases sent to Editing with "Priority" in the subject line?

Amazon

100

True or False: When you spell back the participant's name during the call, it does not need to be spelled back phonetically

True

100

You must enter "Late Arrival" in Calabrio if you are at least __ minutes late

One

200
A participant needs assistance with comparing Medicare plans. Which agency would be most helpful to FCR?
SHIP
200

Which EAP does not receive email surveys?

Bright Horizons

200

What are the two newest/updated provider form templates?

Meals on Wheels and Private Pay Home-Delivered Meals

200

If you put a participant on hold, you must reach out to them every ___ minutes that they are on hold

Two

200

If Calabrio shows you as "Web Requests", what aux should you be in?

11

300

Where do you look to see if a BCC is required before sending an FCR?

Nuances

300

A participant calls at 9:00 a.m. on Monday needing home care for their mother who is being discharged at 4:00 p.m. on Monday or 8:00 a.m. on Tuesday. In this instance, is it most helpful to create a research case or FCR?

FCR

300

Name two services that are (typically) covered by Medicare

Short-term SNF, home health, outpatient doctor visits, hospitalizations, hospice, etc.
300

Give an example of a closing statement used at the end of the call

Hint: This is separate from asking if there is anything else we can do for them

We are available 24/7, thanking them for calling, etc.

300

What aux should you be in when making a follow-up call?

11

400

What does FCR stand for?

First Call Resolution

400

During an internal transfer, you do NOT need to read the call recording and confidentiality statements if _______________________

You confirm that the consultant has read both statements to the participant

400

Name 5 national home care agency chains

Home Instead, Visiting Angels, BrightStar, SYNERGY, TheKey, Griswold, Right at Home, Comfort Keepers, ComForCare, Senior Helpers, All Ways Caring, Help at Home, etc. 

400

Give an example of "internal jargon"

Survey, UCMS, referral, acronyms without explaining what it stands for/means (CCRC, SNF, GCA)

400

What aux should you be in when calling the pt back after the call dropped?

10

500

In accordance with our compliance standards, what percentage of your research cases that you create should include an FCR?

20%

500

You receive a call from a participant seeking child care resources. Name one of the three EC consultants who is trained on the child care queue

Brittany, Selina, Bernie

500

There are no Aging Life Care Professionals within 100 miles of a participant requesting services for her elderly mother. What is a good alternate? 

Non-profit case managers, county case workers, virtual ALCP

500

You must always phonetically spell back the _______________

Email address

500

Your shift starts at 9:00 a.m. You end up feeling sick and need to leave at 12:00 p.m. What exception do you use in Calabrio?

Unplanned Time Off

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