Password Reset
Where do you reset a member's password?
User Management Platform
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). Support
C). Inbound
D). Support [Supervisor]
B). Support
What do you have to state in the greeting of an inbound call?
Thank you for calling, name, monitoring and recorded statement and how can I help you.
How are we able to tell if a COC member needed to complete a biometric screening for 2019?
Bio_Needed
What is the best way to search for a member in UMP?
First and Last Name
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 are the 4 types of biometric screenings?
Fingerstick Kit
Physician Screening Form
Onsite Screening
Outside Vendor
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, except COC.
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 participating in RealAge test, Biometric screening, Annual Wellness Screening, Preventative Screening, Challenges, Wellness Coaching, or Completion of a specific wellness program
Other than resetting a password, what other option is given for MSRs?
Send Reset Link
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
True or False: Every client offers all paper forms?
False: Paper forms are client specific.
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 need to create a case for each call before dispositioning.
True. We need to create a case for each call before we disposition.
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 business days prior to event.