Assessing Needs
Escalations/Transfers
Getting Coverage
Helping with Marketplace Accounts
Marvel vs. DC
100
The purpose of paraphrasing after actively listening to a consumer is to:
Show that you understand them by taking their information and summarizing it in your own words AND Make sure you have all the information needed for identifying the correct resolution.
100
TRUE OR FALSE
An escalation is an NGD task that allows the CSR to submit a potential issue for further research. Both the Advanced Resolution Center (ARC) and the Internal Support Group (ISG) accept escalations.
FALSE
100
General inquiries can usually be resolved without the consumer having to pass disclosure. What are TWO examples of a general inquiry?
Eligibility requirements for Marketplace coverage. AND
Types of services covered by Marketplace plans
100
A consumer can select the My plan profile screen in their Marketplace account at HealthCare.gov to:
See changes that they made in their demographic information.
100
What Marvel Character gained his super powers because he was bitten by a radio active spider?
Spiderman
200
The purpose of asking probing questions after actively listening to a consumer is to:
Make sure you have all the information needed for identifying the correct resolution.
200
TRUE OR FALSE
A transfer is the process of handing over a consumer’s call to another Marketplace CSR. This will allow the consumer to speak to someone who is trained to assist with their situation.
TRUE
200
The Window Shopping Tool allows consumers to do two things. What are they?
Preview plans and get price estimates before filling out an application AND
Estimated plan premiums
200
A consumer can select the eligibility and appeals link in their Marketplace account at HealthCare.gov to:
View their eligibility results.
200
The DC Superhero was born on a Island in the Mediterranean Sea to a fierce warrior tribe of Amazons?
Wonder Woman
300
Most often a resolution can be found for consumers who call with questions about completing a new application or understanding eligibility results in the ________________ category.
Health insurance coverage
300
A consumer reviewed his eligibility results and noticed that an unknown person’s personally identifiable information was listed. You should escalate the issue to the ___________.
Advanced Resolution Center
300
The consumer’s fourth step in getting health coverage is to choose a plan and enroll. You can help by:
Answering questions about health coverage-related concepts so they can make an informed choice
300
If a consumer asks for your help to unlock their Marketplace account and you have verified that the FFM User ID field is populated, then you should:
Select the Unlock FFM Account button in the Consumer form applet.
300
This creator of Marvel Comics always makes a cameo appearance in the Marvel Movies and the Marvel TV series. What is his name?
Stan Lee
400
Consumer calls about new or existing plan issues may include ___________, incorrectly applied advance payments of the premium tax credit, discrepancies between their Marketplace applications and health plan information, and a letter they may have received from their health insurance company.
Enrollment errors
400
A consumer calls to say that his health plan shows incorrect information on his record, though the information is correct on the Marketplace application. You should escalate the issue to the ___________.
Health Insurance Casework System
400
The consumer’s third step in getting health coverage is to review eligibility results from the Marketplace. A key point in this step is to:
Explain whether the consumer has a data matching issue.
400
If a consumer asks for your help to reset their password and you have verified that the FFM User ID field is populated, you should:
Ensure that the account is unlocked and then select the Reset FFM Password button.
400
This actor plays Superman in the most recent version of the DC Character in Man of Steel; Batman vs. Superman, Dawn of Justice; Justice League?
Henry Cavill
500
If a consumer would like to pay less for out-of-pocket costs and is comfortable with higher monthly premiums, a ____________ might best fit their needs.
Gold or platinum plan
500
TRUE OR FALSE
You should always transfer a call to a Tier 2 CSR when the consumer has reported a life change and has not automatically been granted a special enrollment period (SEP) by HealthCare.gov.
FALSE
Always make sure you review the Special Enrollment Periods script to ensure that the consumer meets one of the criteria before you transfer to Tier 2.
500
TRUE OR FALSE
The first step in getting health care coverage is to create a Marketplace account (optional). You can answer a consumer’s questions about account creation, but you cannot create an account on their behalf.
TRUE
500
TRUE OR FALSE
A CSR can help a consumer with the enrollment process by setting up an online account for the consumer.
FALSE
500
What Marvel Character has the ceremonial title given to the chief of the Panther Tribe of the advanced African nation of Wakanda?
Black Panther