Quality

Name that Deduction

100

• Validate full address, email address, phone number (Updating any incorrect information)

  

1. What is the Opening?

200

1. This should be said at least once during the interactions with the member.  

What is the caller's name? 

Bous Double or Nothing ......  

300

10 points 

What is No Documentation? 

400

If I fail to set a time expectation when asking the member to perform this task.  

What is :Hold Procedures

2.2 did the agent utilize the correct hold and transfer procedures if applicable? 

500

• Check for additional needs, and continue to offer until the member has no further AHS/HSA questions or concerns
• Show appreciation (I.E. Thank you for calling, your business, your time)
• Brand the call
• Provide recap

What is Closing?

What is the Truth or What is the Lie

100

You will receive your check in 21 days.  

What is the lie? 

Bouns: +10 or- 10 points  

200

I must reconfirm the email address when I send or resend the portal offer to the homeowner.   

What is the Truth?

300

Induction and Electric cooktops are the same? 

What is a Lie?  

400

Documentation- 1 miss spelling is given, only approved abbreviation, the caller's name, relationship to the buyer, what the member called about, what you advised them, and how the call ended. All points are given?  

What is the Truth 

500

On every Transfer vendor for an installation, you have to call the tech to ensure the work can be accepted 

What is the Truth? 

Bonus 4- Risk it all! 

Autho

100

At least one of these is needed to be completed on every repair/replacement Autho decision made.  

What are Exclusions?  

200

If you enter the appliance into Replacement Options, what is the next step that should be completed before taking the next Autho call?   

What is make the repalcement offer? 

300

What two items are needed from the contract to be placed in the denial reason to educate the member on the reason why the repair/replacement is not covered? 

The Section and Item Number 

400

What section of the Autho scorecard Houses the following? 

Did the agent verify the failed component & how it malfunctioned? Did the agent verify how the malfunction is affecting the function of the component/ item? Did the agent verify what caused the component to malfunction?  

What is Fact Gathering Documentation 

500

25 points 

What is:  Correct Decision Made & Contract Supported 

Name that Article

100

I need to know how to place a denial that includes a denial.    

What is 

CSC Authorization Non-Covered Process-Exclusion Needed

200

I did review what AHS would like to say on each Appliance Purchasing Call?

What is   

Appliance Purchasing Scripting Guide (English)

 

300

Which Decision Code should I select to complete my Authorization 

What is 

CSC Authorization Decision Codes

400

I need to Authorize a dispatch that has multiple items on the service request.  

What is  

CSC Authorizing Multiple Item Service Requests

500

Part updated me and advised that the part was no longer available. Now, I need to place the appliance into replacement options.   

What is :

CSC Authorization and Parts Order Request

Let's take a Break (Wild Card)

100

                  13

What is the number of agents on our team?

200

April 2, 2025  

What is the FrontDoor Live Event 

300

Security Awareness

COMPLIANCE CA Claims

Payment Card Industry and Data Security Standards  

What is our upcoming RequiredUpcoming Annual Training? 

400

92.33%

What is our team's current Quality average?

500

Blue Whale

What is the Largest animal in the world?

Bonus :  Risk it all