Greeting
When should mute be used instead of hold?
Used primarily when performing account research or referencing Work Instructions or when the consumer doesn't want to be placed on hold.
True or False: You can assist multiple people with their individual accounts on the same call.
True
Does any script need to be read on the Deductions screen if the consumer indicated that they will not file taxes during the tax status question?
Yes, we have to read the following script, "You have reported that no household members file taxes. The next section of the application asks about deductions on the tax return. Please confirm that you or anyone else on the application do not file taxes and I will skip this section of the application."
Consumer called requesting a notice be resent.
What is ISO?
The International Organization of Standardization. The world's largest developer and publisher of International Standards.
What is the next step after getting the consumer's zip code.
Confirm the county.
True or False: The phone number is not a part of the authentication process.
False
What script should we use if the consumer is requesting information previously entered in the Marketplace?
To keep your information private and current, I can only discuss or enter information that is given to me at this time. This ensures the accuracy of your application.
Consumer calls with questions about their documentation requests.
What is our quality policy?
Continuously improving processes and activities to achieve overall quality, ensuring contractual compliance, and customer satisfaction.
When can a consumer call with someone to interpret for them?
If their language is not supported by Language Line.
Can a member who is 21+ but not the account holder or an authorized representative receive information about ineligibility result reasons for the household?
No. Only the account holder and authorized representative can receive information on ineligibility result reasons for the household.
True. If they are being claimed as a dependent on their parent's taxes.
Type and Subtype for an Outbound Call.
Outbound/Lang-Line NYHBE > Outbound Calls - NYHBE
What are NYSOH's Quality Objectives?
Client Service Levels
Customer Satisfaction
Competency
Compliance
What script should be used to close an Outbound call after making sure all of the consumer's questions were answered?
Thank you for taking the time to speak with us at the New York State of Health Customer Service Center. Have a good day/night.
The legal department.
What Defect Component is used in Jira when the consumer has an inactive account that is linked to their GOV.ID and they want to link it to a new or secondary account?
Invitation Code Request
Consumer called to change notices from paperless to mail.
External and internal
What should we do if an emergency situation occurs while we are on a call and the building needs to be evacuated?
Read the following script: "I apologize for the inconvenience; I am being notified that the building is being evacuated due to an emergency. I will have to disconnect the call. If you are in need of additional assistance, please call us back at 1-855-355-5777."
False.
True or False: We don't have to give the consumer all of the options for document submission based on the alert on their account.
True. It is unnecessary to read the complete list of documentation if the consumer is asking if a type of document they have available would be considered acceptable or has already mentioned they have an acceptable document.
Consumer called because they no longer want help paying for insurance, but they would still like to enroll in a QHP.
Application Processing > Phone Application- Existing Ind
Where can you find the quality policy?
Oracle knowledge
NYSOH connect