Scripts
This script contains information about doctor services as well as general payment rules.
What is the "Part B coverage" script?
The step we follow when creating a new activity record for a caller that is not a beneficiary.
What is creating a contact record?
This NGD feature allows CSRs to record information about their calls before retrieving a beneficiary's record.
What is the Dashboard?
CSRs click this button to retrieve more information about a highlighted claim.
What is the "Load Claim Details" button?
December 7th
What is the last day of the Open Enrollment Period (OEP)?
This script details the steps to take when speaking to a call who is not the beneficiary.
What is the "Authorizations" script?
The process we follow when collecting the beneficiary's information at the beginning of a call.
What is passing disclosure?
This View allows CSRs to determine when a beneficiary is eligible to receive certain routine services.
What is the Preventive Services View?
The button CSRs click to determine "who" and "if" a claim was forwarded to another insurance carrier for further payment.
What is the "Crossover Details" button?
Steven's favorite color.
What is lavender?
This script contains a table with information of different colored letters a beneficiary might receive.
What is the "Drug Coverage Extra Help Mailings" script?
The process we follow when a beneficiary has an eligibility issue (Part A and B only), and Medicare is unable to resolve the issue.
What is Referring the Caller to SSA?
This applet allows CSRs to determine if a beneficiary has already opted out of automatic enrollments.
What is the MAPDP Information Form Applet?
CSRs can answer claims questions for an unauthorized caller if they have this document.
What is the "Medicare Summary Notice (MSN)"?
Hippopotamomonstrosesquipadaliophobia
What is the irrational fear of long words?
This script we use to determine "if" and "when" a beneficiary may change their PDP or MAPDP.
What is the "Enrollment Disenrollment Periods Drug Coverage and Medicare Advantage" script?
The way we read the application after a beneficiary chooses to enroll into an MAPDP or PDP.
(*points will be awarded if answer is close as determined by facilitator)
What is "reading word-for-word"?
The field on the BCC Tier 1 Screen we can use to determine the last time a Medicare Card has been ordered.
What is the "Medicare Card Request Date" field?
The field CSRs refer to on the Claim Header form applet to determine why a Part B claim was denied.
What is the "MSN Message" field?
Melanie's favorite color
What is forest green?
This script contains instructions on how to report an issue to a PDP or MAPDP.
What is the "Plan Concerns and Complaints" script?
The process a beneficiary takes when they have Extra Help, but doesn't want Medicare to choose a plan for them.
What is Opting Out of Autoenrollments?
CSRs can read these 2 fields on the Escalations View to callers to inform them of the outcome of their escalation.
What are the "Case Status" and "Resolution Summary" fields on the External System Status form applet?
The entity a beneficiary should call when their claim was denied by Medicare when Medicare should be their secondary payer.
What is the primary insurance carrier?
(Note: points will be awarded if the answer is close as determined by facilitator)
Na3C6H5O7
What is the chemical formula for the salt used in Nacho Cheese?