Registration
Caller: Do I need to use my work email address when registering?
Nope!
Chats should be answered within...
30 seconds
You receive a chat and follow up with the consumer via email. What should the Case Origin be?
Chat
You receive a call from someone trying to register. They are unsuccessful so you log the case under Registration Assistance. What should you document in the case comments?
The caller's first and last name
Caller: I work at Cambia but my husband is the one that manages all of our healthcare needs. Can he sign up for an account or should he use mine?
He is eligible for his own account. You can share the invite code with him and he can use that to sign up with his own email address.
Phone calls should be answered within...
30 seconds
When using a temporary contact record, what status should the case be left in?
Follow up
What 3 things do you need to state when you are making an outbound call?
Who you are
Why you're calling
You're on a recorded line
Caller: I work at Cambia and have Regence through my husbands employer, Intel. Why is the app telling me I can't connect my health plan?
At this time, the employer must be participating in Seamless is Intel is not yet participating.
Emails should be acknowledged within...
1 business day
When should you change the email subject line?
When the case originated from an AI Chat
You need more coffee. What should your phone and chat status be before you head downstairs?
Personal (or break if taking a break)
Offline