Medicare
What is “Thank you for calling Medicare. This is Bertha Jones. How may I help you today?”
What is the approved greeting?
This is where do you go in Next Generation Desktop (NGD) to open the call.
What is the BCC Tier 1 screen?
You listen and take notes. Which phase of the call management framework is this.
What is Phase 2: Listen, Question, and Confirm?
After reviewing the appropriate script, which view would you use in Next Generation Desktop (NGD) to address the incorrect ZIP Code on the MSN?.
What is Demo Compare view?
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Jerome
Roscoe
Drangonfly Jones
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This is how many pieces needed to pass disclosure.
What is 4?
This where scripting is housed.
What is the content viewer?
Start on the BCC Tier 1 screen and click the Medicare Card & Letter button in the Beneficiary form applet.
What are the steps you would take to order a replacement Medicare card?
What is the first record that you review in Demo Compare?
What is Master Beneficiary Record or MBR?
What Does SPAP stand for
What is State Pharmaceutical Assistance Program
The script used to answer if Medicare covers Doctors services?
What is Medicare Part B Coverage script?
True or False For a general information question, the caller doesn’t need to pass disclosure.
What is true?
This is how long do you have to wait before you order another a replacement Medicare Card.
What is 30 days from the current date?
The address you see listed for the Master Beneficiary Record, Enrollment Database, Medicare Beneficiary Database, and Common Working File is correct. What do you do next.
What is Query for the claims contractor number?
Ctrl+Alt+Delet
Windows+ L Key
What are steps for locking your computer?
Social Security Administration or Railroad Retirement Board
Who enrolls you into Medicare?
Where do you go to close the call?
What is activities list applet?
You can log in to your Medicare.gov account. If you don’t have an account or are unsuccessful printing an entitlement letter, visit your nearest Social Security field office. Your local office can give you one.
What is If the caller needs proof of Medicare coverage before 10 days?
You see that the contractor record contains the wrong address, but the Common Working File has the correct address listed. What do you do next?
What is Click the Overlay Selected button to correct the record?
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Who is Joi ( Paula Jai Parker)?
Begins the day you're admitted as an inpatient in a hospital or skilled nursing facility. The benefit period ends when you haven't received any inpatient hospital care or skilled care in a skilled nursing facility for 60 days in a row.
Benefit Period
This is when you read a beneficiary message.
What is after the caller passes disclosure (unless otherwise instructed in scripting) and if the message relates to the call?
Barbara Stiles calls 1-800-MEDICARE because the ZIP Code on her Medicare Summary Notice (MSN) is incorrect. You receive the call, and Mrs. Stiles passes disclosure with you. Which script should you use to help Mrs. Jones?
What is Changes to Personal Information script?
You will not be able to overlay this system.
What is the CWFDM?
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