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The Beneficiary Is Having Trouble Creating or Reregistering Their Account
What is the Troubleshooting Medicare.gov Accounts Script?
Thank you for calling Medicare. My name is Tariq St. Patrick. How may I help you today?
What is the Welcome greeting?
This enrollment period is for people who are newly eligible for Medicare because they are turning 65 or under 65 with a disability, already eligible due to a disability and now turning 65 or recently enrolled in Medicare Part B
What is the
Initial enrollment period (IEP)?
Every caller, whether they are the beneficiary or someone calling on their behalf, must pass what before you can give them any personal information.
What is Disclosure?
The amount you pay on a regular basis for Medicare coverage. A different amount for each part
What is a Premium?
I have an ingrown nail, I need someone to see, but to get it paid you need to go through me
What is Part B
You and your fellow CSRs share the responsibility of receiving calls 24 hours a day, 7 days a week with how many other Contact Center Operations (CCO) sites throughout the United States?
9 (Phoenix, Brownsville, Bogalusa, Hattiesburg, Winchester, London, Lynn Haven, Tampa, Lawrence)
Beneficiaries who enroll in an MA plan during their initial enrollment period and want to switch to another MA plan or return to Original Medicare during the first 3 months they have Medicare can use this enrollment period.
What is the
Medicare Advantage open enrollment period (MA-OEP)?
When a beneficiary record is open and you click the Update button, this shows important information about that beneficiary.
What is the Dashboard?
There’s no limit to the number of these you can have. However, you must pay the Part A inpatient deductible and coinsurance for each one.
What is a Benefit Period?
Bene is calling to find out information regarding an adjustable and custom made neck brace
What is the Durable Medical Equipment (DME) Coverage script?
The first system in Medicare to be updated with your personal information
What is the Master Beneficiary Record MBR?
There are certain situations that may allow a beneficiary to enroll in, switch, or disenroll from a plan at other times.
What are
Special Election Periods?
This contains the resources, reference materials, and scripts you’ll need to help callers. You’ll access it in the NGD application toolbar.
What is the Content Viewer?
Most Medicare prescription drug plans enter this after you and your plan have spent a certain amount of money on covered drugs during the initial coverage phase, you will pay up to 25% of the cost of brand-name and generic drugs.
What is the Coverage Gap?
I need my Medicare card, I don't want to wait. You ordered an entitlement letter, how long will it take?
10 days
Name the federal agencies that are responsible for eligibility and benefit information.
Who are the Centers for Medicare & Medicaid Services (CMS), The Social Security Administration (SSA), The Railroad Retirement Board (RRB)
This is a continuous enrollment period for institutionalized individuals who move into, reside in, or move out of an institution.
What is the
Open enrollment period for institutionalized individuals (OEPI)?
Medicare tracks which scripts CSRs are using to help them identify potential improvements and understand what issues beneficiaries are calling about. This is called
What is Logging Sub-Activity?
A lawyer calls to request an appeal on an MSP debt.
What is the Medicare Secondary Payer (MSP) script?
Once a beneficiary has been admitted to a facility, their doctor or health care provider is required to give them a notice to let them know when they are going to be discharged and their services are going to end. The beneficiary should receive this notice within 2 calendar days of admission or 2 calendar days before discharge. This notice is called a
What is An Important Message from Medicare about Your Rights?
This enrollment period is only for beneficiaries who are eligible for Part A and must pay a premium to receive Part A coverage. It allows you to enroll in Part A without a penalty if you were previously entitled to Part B only and were enrolled in a Medicare Advantage plan or a Medicare 1876 cost plan.
What is the
Transfer Enrollment Period?
If a caller has comments or suggestions about Medicare and its programs, including 1-800-MEDICARE you will use this to report it?
What is Create User Feedback?
Until you meet me each year, you or your supplemental insurance are responsible for paying the Medicare-approved amount for services you receive.
What is the deductible?