Scripts
The script you should use after confirming your caller is NOT the consumer.
What is the Authorization and Disclosure script?
The next step you should take after confirming your caller is not authorized on the consumer's record.
(*points will be awarded if answer is close as determined by facilitator)
What is asking to speak with the consumer to add an authorization?
The button you click when you see a 1-1 match between a FFM Consumer record and an NGD Contact record.
What is the Merge button?
The plan category that allows consumers extra savings.
What are Silver Plans?
November 1st - January 15th
What are the dates for the Open Enrollment Period?
The script you should use when you receive a call from a Spanish speaking consumer and you do NOT speak Spanish.
What is the Connecting to the Language Line script?
The process you should follow if a consumer's 1095-A form was sent to the wrong address.
What is submitting a Health Insurance Casework System (HICS) escalation?
The applet you may use to determine what information the consumer has sent to the Marketplace.
What is the Consumer Submitted Documents list applet?
The question you should ask after confirming a consumer's Health Plan selection.
Would you like to enroll in a separate dental plan?
Steven's favorite color.
What is lavender? (purple is acceptable)
The script that provides you with instruction on how to retrieve a caller's marketplace record.
What is the Welcome Consumers and Direct Calls script?
The information we should ask from a caller to retrieve their Marketplace record. (3 items)
What are Last Name, First Name, and Date of Birth?
The Screen and View in NGD where you may determine what information was sent to a consumer from the Marketplace.
What is the FFM Contacts View, Documents View?
This plan category tends to have high premiums, but lower cost sharing for consumers.
What are platinum plans?
3 business days
(*points will be awarded if answer is close as determined by facilitator)
What is the amount of time we were relocated from Jerome to CaveCreek?
The script you may use to provide consumers with information about who they can include on their application.
What is the Application Process script?
The step you should take when encountering Attestation or Read All language on HC.gov or in Scripting.
(*points will be awarded if answer is close as determined by facilitator)
What is reading each attestation/read all language word for word?
The two fields in the Activities List Applet (FFM Contacts Screen / Activities View), that should be updated on every call.
What are the Caller Relationship and Language fields?
This plan category only appears for consumers under the age of 30.
What are catastrophic plans?
Karen's favorite color.
What is teal?
The script you should use if a consumer received a notice indicating they can enroll into a different plan because their current plan doesn't cover certain services.
What is the Plan-Specific Issues (Letter Received) script?
The step you should take before Reporting a Life Change on the consumer's application
What is checking for an active SEP in NGD?
The items we can collect from a consumer to locate their record in NGD when searching for their name does not work.
What are the Application ID and State?
The Plan Finder icon that appears when a plan has similar out-of-pocket costs to others in the same plan category.
What is the Easy Pricing Label?
Na3C6H5O7
What is the chemical formula for the salt used in Nacho Cheese?