Acronyms
ACA
Affordable Care Act
Ageism
What is a stereotyping, prejudice and discrimination based on age.
MCO are responsible for
What are assessments & eligibility
What are 3 statuses of Five9
Ready, Break, Coaching, Desk Work, Email, Escalation, Floor Walking, Log Out, Lunch, Meeting, Other, Supervisor, Training
What does CRM Stand for?
What is a Customer Relationship Manager
HDMU
Hours Don't Match Up
Brain damage
What is a term you should NOT use when referring to someone with a brain injury.
A PA is responsible for
What are ADL's
How to answer a call
Thank you for calling Public Partnerships. My name is _________. May I please have your first and last name.
What are Activities
What are Calls, Appointments and Emails
ADL
What is activities of daily living
Self-Directing Consumer
A consumer capable of making their own choices regarding the management of their care.
PPL is NOT responsible for
What is hiring PA's
What to do before transferring to a supervisor
Create a case & assign to Escalation Management
What are Cases
What is an issue that requires action or follow-up
CBC
What is criminal background check
Minimal Essential Coverage
What is the plan for PA's receiving Wage Parity
PPL will not start processing payroll until 2025
TRUE
How will you assist callers to the best of your ability?
Review Program specific "Daily Updates" to ensure you are giving accurate information or reach out to a supervisor.
You cannot convert an email into a case
False
BIPP
What is a balancing incentive payment
Local Dept of Social Services
Who determines Medicaid Eligibility
Consumers are required to received an assessment to determine their eligibility
TRUE
What are call expectations?
De-escalation techniques
Use appropriate language
Do not avoid calls
What are Queues?
What are the Departments that cases or emails are assigned to.