Script Search
Thank you for calling Medicare. My name is Tariq St. Patrick. How may I help you today?
What is the Welcome greeting?
What was the name of the restaurant that Eddie Murphy and Arsenio Hall worked in Coming to America?
What is McDowell's?
Issue Resolution, Call Efficiency, Active Listening, Personality flexing, Business Process, Information Accuracy, Privacy & Disclaimers
What are the Quality Now skills?
The first system in Medicare to be updated with your personal information
What is the Master Beneficiary Record(MBR)?
If your claim was denied because you have exhausted your Part A benefits or do not have Part A, your provider may submit a separate Part B claim for some inpatient hospital services that are covered under Part B. These are called...?
What are Ancillary Charges?
Based on a fee schedule, Medicare sets an amount that they will pay for each Part B medical service or item that a person with Medicare receives.
What is the Medicare-Approved Amount?
What was the name of Destiny's Child's first album?
What is Destiny's Child?
A group of CSRs that help CSRs like you. They help you assist your caller if you are ever unsure of what to do or how to handle a call.
What is the Internal Support Group (ISG)?
QI, Medicaid, SLMB, all your state history is listed under me
What is the State Program History view?
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? Double points for the site names
9 (Phoenix, Brownsville, Bogalusa, Hattiesburg, Winchester, London, Lynn Haven, Tampa, Lawrence)
Medicare pays for services that another insurance company is responsible for paying. It must be repaid to Medicare when a settlement, judgment, or award is reached. When this happens, you are responsible for making sure Medicare is repaid for the conditional payment from your settlement.
What is a conditional payment?
In a memorable scene from Flavor of Love, Tiffany “New York” Pollard famously declared, “I look like Beyoncé,” only to be hilariously shut down by another contestant who said she looked more like this famous singer.
Who is Luther Vandross?
The United States Postal Service returned the beneficiary’s mailed enrollment forms as undeliverable on or after the last day of an enrollment period, such as the beneficiary’s initial enrollment period (IEP) or the open enrollment period (OEP), now wants a plan
What is an Enrollment Exception (Extraordinary Circumstances)?
What indicator lets the CSR know that there is already a complaint on file
What is Open Escalation?
These two privacy laws govern how protected health information (PHI) and personally identifiable information (PII) are handled?
What is the
• The Privacy Act of 1974
• The Health Insurance Portability and Accountability Act (HIPAA)
What are the 5 levels of the appeals process
This Hall of Famer was so dominant in the early NBA that the league introduced the goaltending rule because of him.
Who is George Mikan?
This group helps you with Medicare-related complaints, grievances, and information requests. They make sure you have Medicare rights and protections information and understand how to get your concerns resolved.
Who is the Medicare Beneficiary Ombudsman?
Name the multiple levels or tiers of CSRs
What is General Medicare, Claims Specialists, Claims Tier 2, Alternate Channels/ ARC/Email/ Web Chat/ Written Correspondence, Internal Support Group (ISG)?
What are the 3 significant laws that affect Medicare?
What is the Medicare Amendment to the Social Security Act, Medicare Modernization Act and Affordable Care Act?
Carol Clark calls 1-800-MEDICARE on October 1 and asks if she can switch to a different MA plan and get a new drug plan. She does not qualify for any special election periods. What information must you give Mrs. Clark?
Carol Clark cannot switch MA plans or add a PDP until the OEP (October 15 – December 7).
This region in southeastern Mexico is famous for ancient Maya cities, cenotes, and beaches along both the Gulf of Mexico and the Caribbean Sea.
What is the Yucatán Peninsula?
This is the place to stay up to date on important, on-the-job information. Access to helpful resources related to common calls you’ll encounter as CSRs.
What is The Buzz?
This permits other insurers and benefit programs to send eligibility information to CMS and receive Medicare claims data for processing supplemental insurance benefits from the Benefits Coordination & Recovery Center (BCRC).
What is Coordination of Benefits Agreement ID
Around September, if you're in a Medicare plan, your plan will send you this each fall. It includes any changes in coverage, costs, and more that will be effective in January.
What is the Plan Annual Notice of Change (ANOC)?