Red
What is a communication technique that requires the listener to understand, interpret, and evaluate what they are hearing?
Active Listening
What calldriver will you select if a member is requesting a ID Card?
Material Request
The ______________means the ability to identify with, understand and appreciate another person's feelings, motives, desires, and situation.
Empathy
What caller type would you select in CAREconnects if the member husband is calling to order an ID card for his wife?
Third Party
Do you have the ability to document multiple issues under the same ticket?
Yes
As a CSR you are required to check the system to determine if the caller has legal authorization to act on behalf of a member. T/F
True
A member calls and you are unable to locater them in CAREconnects using basic and advanced searches. What action would you take to assist them?
Select the Non-member call button to proceed with the call
What are the two types of CAHPS surveys?
Medicaid and Medicare
What document designates an individual to make medical decisions for the member in the event they are unable to do so?
Power of Attorney for Health Care
Whats the name of your account CCM?
Kirk Lawrence
In CAREconnects, the Provider tab is used for what?
Provider Searches and PCP Information
A member calls in threatening to harm themselves if the CSR doesn't resolve the issue. How would you handle this call?
Select the Crisis call button in CAREconnects
What are two types of advance directives?
Living Will and Power of Attorney
Can a member verify their monthly premium in the IVR system?
No
Whats the name of the training Manager?
Kamil Johnson
Susan is calling for her mother who is a member. Susan states she has legal Power of Attorney for her mother. Where would you look to verify this?
Member Address Validation region in CAREconnects
Notes that are typed in the Scratch Pad of CAREconnects carry over to the next ticket. T/F
False
What tool enables you to access data from the Correspondence Tracking System (CTS) and allows you to accurately respond to members questions regarding materials they have recieved from Wellcare.
Fulfillment History Search Tool
Which of the following tabs in CAREconnects contains internal department documentation that pertains to a members account?
Notes
In CAREconnects , under what tab will you find address information for a member?
Members
For linked accounts you will not have the ability to update all linked family member accounts within the Address Change Call driver.
False
Where would you find the state specific Medicaid BML in CAREconnects?
Resource Tab
You are assisting a member with an inquiry and you realize the wrong call driver was selected. How would you proceed?
Select the Cancel Call button and identify the wrong call driver was selected.