Scripting
“Thank you for calling Medicare. This is ________. To better assist you, may I have your name or the name of the person you’re calling for?” is known as_______
What is "The approved Medicare greeting"?
What is the Activities List Applet?
This authorization is valid for 14 days or less
What is Temporary Verbal Authorization?
This phase involves taking notes in your dashboard about the caller's issue and then restating and offering to help
What is Phase 2: Listen, Question, and Confirm?
This is the 3rd approved closing statement
What is "Thank you for calling Medicare"?
This appears next to a title on the Medicare Part B coverage script to signify a preventative service.
What is a Blue Apple Icon?
This is the main screen for accessing and researching beneficiary records within CMS
What is BCC Tier 1?
This indicator appears when there are active authorizations on a Bene's account
What is "Authorizations on file"?
What is Medicare.gov?
This is the timeframe to receive an entitlement letter ordered over the phone with a CSR
What is 10 days?
This application is used to provide verbiage, actions, solutions, and reference to all caller's request
What is the Content Viewer?
This screen and view will allow you to order the Entitlement Letter
What is BCC Tier 1 Screen and Part A & B Benefits view?
These are the ways a person can be given/added to authorizations
What is by phone, online, or by mail?
This is the place you go to view whether or not personal information is correct in all linked Medicare systems
What is the Demo-Compare view?
Any information you can find in this source is considered general.
What is scripting/Content viewer?
This script is used to order a Benefit Verification Letter
Order a Replacement Medicare Card or Entitlement Letter
This action allows CMS and other CSRs to see the direction of your calls and is also a step in the Final 5...
What is "Log Sub-activities and qualifiers"?
This box signifies restrictions of what can be discussed with an authorized individual
What are limitations?
If an unauthorized caller has this and passes disclosure, we can assist with information pertaining specifically to this document only
What is a Medicare Summary Notice (MSN)?
Before closing a call where Martha Stewart is calling on behalf of Jimmy Dean you should...
What is update the Caller Name and Caller Relationship fields in the Activities list applet?
This script allows access to the Eligibility & Premium Calculator
Part A and Part B Eligibility and Enrollment
These are the two types of applets
What is List and Form?
This state requires additional information about alcohol and drug abuse, HIV, and mental health treatment when adding authorizations
Where is New York?
This field is found in the beneficiary form applet and shows that whether a Medicare card has already been ordered to prevent duplicates within the 4-week timeframe.
What is the Medicare card request date field?
This record connects directly to SSA AND holds all beneficiary personal information including but not limited to: Address, Name, DOB, and SSN.
What is Master Beneficiary Record (MBR)