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100

How often do you meet with your supervisor?

  • Minimum of twice a month.
100

What systems are used by CSRs and where can this information be found?

  • CSRs should reference the VT Overview and list the systems from there and reference this document if asked to share the screen.
100

How do you get paid?

  • Agents should reference the system they utilize for Pay. 
  • UKG Pro-Maximus agents 
100

What are your roles and responsibilities?

  • The agent should summarize 2-3 roles and responsibilities from the VTHIX overview in SharePoint.
100

How do you request time off?

Time off is requested via Genesys.

If asked Show how to submit time off in Genesys. 

Maximus agents additionally, show how to submit time off in Deltek/CostPoint

200

How do you know how to do your job?

  • Initial onboarding, content refreshers provided by leadership, and feedback from supervisor.
200

How do you handle escalated calls?

  • CSR/TL should reference the Phone Escalation Procedure located in Operations Policies and Procedures
  • CSR/TL should be able to explain how they would notify the supervisor or team lead of the need for as escalated call and the supervisor or lead would receive the call from Genesys.
200

How do you find info on the VTO process?

  • VTO availability notifications are communicated via email by the WFM department.
200

How do you know your performance goals?

  • Performance goals are shown and reviewed monthly via scorecard communication and review with supervisor. If asked to show metrics the agent should show a blank scorecard located in Operations- Forms and Templates- VTHIX.
  • The agent should only show their specific scorecard if asked and should be shown from email.
200

What happens If you do not meet your performance goals?

  • Meeting with supervisor to discuss missed goals and set performance expectations moving forward.
300

Where can you find information on the virtual workspace audits?

  • Agents should reference the SOA Privacy Processes (Section F) reference located in the Privacy- Policy and Procedures section of SharePoint.
300

How is your performance communicated to you?

  • Monthly scorecards, 1x1 coaching’s.
  • Maximus employees should also reference quarterly and annual performance reviews.
300

How are process changes communicated to you?

  • Process changes are communicated via email. If ask to show the agent should reference an email communication from Document Control.
300

How do you know if your work instructions up to date?

  • Anything in SharePoint is at is most up to date version.
  • Document shown from email from document control
  • CSR should reference the revision date as the date the document was last updated.
300

How do you protect your PHI?

  • By maintaining a secure workspace, ensuring all consumer information is safeguarded by following proper authentication and storing information in only approved secured databases.
  • Remaining in compliance with the Maximus WFH policy and being compliant with the virtual workspace requirements.
400

What is the attendance policy?

  • Agents should reference the attendance policy located in the Human Resources section of SharePoint.
400

What is the quality objective and what does it mean to you?

  • Agent should reference the quality objective in their own words. The quality policy and objectives will be on the SOA home page.
400

What is the continuous improvement and how do you submit the feedback?

  • Agents should reference the Continuous Improvement Suggestion box located on the home page of SharePoint to demonstrate how to submit feedback. Information on what continuous improvement is and the purpose of continuous improvement can be found in the Compliance – Policies and Procedures SharePoint section.
400

How is your performance measured?

  • Performance is measured by a monthly scorecard.
400

Where is the Remote Working Agreement policy located? 

My apps>Policy manager>click on the Global/US corp search> search box type in "remote work "


500

What is the process for any equipment failures? 

Notify supervisor 

Information is found in the Remote Working agreement policy. 

500

How often do you receive QA evaluations from your supervisor?

2 per month

500

What is your projects scope of work? What services does your project provide? 

Eligibility and Enrollment for the state of Vermont customers. 

500

When was the last time you received a refresher training? How was the training/refresher conducted? 

VHC/GMC Annual All Staff Meeting! October 23rd

Agent's can also indicate any 1x1 refreshers conducted with TL/Sup

Via Zoom/MS Teams

500

What does Quality mean to you?

Answers will vary, no right or wrong answer.

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