The coaches perform these monthly with each agent listed within their profile
What are 1:1 Sessions?
100
This audit reviews work done by Horizon employees, NASCO and vendors such as CAS
What is Benefit Coding Audit?
100
The number of samples a new vendor trainee requires to be certified
What is 40 samples?
100
The term “LMS” is the acronym for which tool
What is the Learning Management System?
100
The name of the Customer Service training Model
What is Universal New Hire Training?
200
The number of coaches under the Service Solution Center
What is 33 Coaches?
200
This kind of report is required as a part of the Benefit Coding error resolution process; it is used to determine whether a bulk adjustment is required
What is an impact report?
200
The score a vendor trainee must have to pass the certification process
What is 98%?
200
This online learning portal is used to administer web based training to Horizon BCBSNJ employees
What is Horizon University?
200
The name of our new medical management system
What is Care Radius?
300
The form that the coaches create after a 1:1 is completed
What is a “Feedback Form”?
300
In July 2013, the pharmacy benefits manager changed from Caremark to this company
What is Prime Therapeutics?
300
The year Horizon took over the SHBP Contract from Prudential
What is 1996?
300
These sections contain specialized rules for each Business Team
What is Business Team Specifics?
300
This vendor will use two sites to support HCR?
What is APAC?
Green Bay and Uruguay
400
The Team Leaders of the Service Solution Center
Who are Nancy Sheridan, Michael Wiggins and Stacey Clifton?
400
This is the total number of audits conducted by Claims, Benefit Coding and OTT Audit
What is 20?
17 – Claims Audit
2 – Benefit Coding
1 – OTT Audit
400
Most of our call volume is being handled by these 3 vendors
Who are APAC, Allegra and Sitel?
400
ISD rolled out a WBT that focused on an application being used in the Provider world to drive self service
What is Navinet?
400
The name of the program that is rolled out to our new hire classes to enhance keyboarding skills
What is Keynomics?
500
The Manager of the Service Solution Center
Who is Donna Ragoonanan?
500
Sree manages this number of databases
What is 18?
500
All telephone scorecards must be resolved by the 15th of every month to meet this deadline
What is the MTM deadline?
500
This new feature helps you sift through information
What are Search Filters?
500
The largest system migration we have trained between 2011 – 2012?