Password Reset
Where do you reset a member's password?
SSO
Where can you find the link for webforms?
Contract help
From these 4 options what do we use to create a case:
A). Engagement
B). Customer Service- support
C). Inbound
D). Customer Service- Supervisor
B). Customer Service- support
What do you have to state in the greeting of an inbound call?
Thank you for calling, name, position, and how can I help you.
What happens for COC members who do not complete all 3 requirements?
Insurance will increase.
What is the best way to search for a member in SSO?
Using their email
What do you have to do in order to mail out a paper RAT?
Register the member and read the terms and conditions.
What are the 4 parts of the MSR template?
Reason for Call:
Actions Taken:
Resolutions:
Critical Information:
What question do you have to ask at the end of every call?
Is there anything else I can help you with?
What is the difference between urgent and emergent?
Emergent: Immediate danger to self or others
True or False: Passwords are not case sensitive
False. Passwords are case sensitive
How do you sign up a member who doesn't have an email address?
Make up an email using their streetaddress@mailinator.com
True or False: We document in trackvia for every call we take
False. We document in CCH for every call.
What should you say to confirm the ability to assist?
I can definitely look into that for you
I can help you with that
What does an RTA do?
Exempts member from completing biometrics- member still has to complete WBA/RAT
What fields are you allowed to change when resetting a member's password on SSO?
ONLY the password. Can not change any of field.
True or false: you don't have to read the terms and conditions verbatim.
False. You have to read all of the terms and conditions verbatim.
True or False. We document the exact password that we reset for the member in CCH.
False. We never document the password in CCH.
What do you let the member know when summarizing the call?
The next steps and things you went over on that call
What are the different types of screening options?
Fingerstick, PSF, onsite screening and outside vendor
When do you create a zendesk ticket for a password reset?
If the member’s identifying information does not match
The password reset does not work
If you are sure the member is registered and they do not show up in the SSO admin
Where can you find the links to order paper forms in contract help?
Under the member services tab.
True or false: We document that we filed a complaint in CCH.
False. We do not document that we filed a compliant. We still document the call though
What happens if the member does not verify all PHI?
Can not continue on with the call and must update information with HR/benefits
When is the last day for a member to register/reschedule/cancel an onsite screening event?
10 days prior to event.