DREAM
DESPAIR
DEATH
DESTINY
DESIRE
100

What is the classification and intent we're going to use if member is requesting for ID card replacement? 

Classification: Fulfillment

Intent: ID Card Request

100
What tool do we use for documentation?

QUICKSTART /QUICKSTART+

100

What are the first 2 things we need to select in Quickstart+?

Classification & Intent

100

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100

Member wanted to check if they are still a member of Humana?

What classification and intent we use in documenting the call?

Classification: Eligibility

Intent: Verification

200

For a normal ID card request, cards are typically received by member in how many days after requested?

5-7 Days

200

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200
Member wanted to check if they're plan automatically renew and you verified that the plan automatically renewed from 2024 to 2025. 

What classification and intent are we going to use to document this call?

Classification: ELIGIBILITY

Intent: RENEWAL

200

Member called and was informed that his/her membership was cancelled for some reason. 

What classification and intent are we going to use to document the call?

Classification: ELIGIBILITY

Intent: TERM/CANCEL MEMBER

200

Member is requesting for a copy of consent form. 

What classification and intent are we going to use to document this call? 

Classification: Fulfillment

Intent: Letter/Form Request

300

Humana ID Cards do NOT automatically generate when?

Existing members with no plan changes or member with inactive plan. 

300

In fulfilling member's requests, what tool do we use to create a letter? (light printing)

EMME

300

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300

What do we call a monthly, personal health finance and benefits statement that includes a member's claim information? 

SMART SUMMARY

300

What do we call the automated or recorded messages being sent to members automatically in line with their policy? 

VAT (Voice Automated Technology) Calls

400

According to mentor, what will happen to all ID card requests from November 15 until the end of the year?

All ID card requests print for the future year plan. 

400

Member wanted to change their communication preference. What should be the classification and intent are we going to use? 

Classification: Communication

Intent: Member Preferences

400

Member received a letter from CMS saying that they are no longer eligible to have a dual eligible plan with Humana, what should be the classification and intent are we going to use? 

CLASSIFICATION: COMMUNICATION

INTENT: GOT A LETTER/CALL

400

Which tool in CRM are we going to use if the member needs assistance in understanding the recent letter he received. 

RTI (Communications)

400

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500

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Your chosen team will have now the chance to pick 2 tiles in a row

500

Member wanted to ask for assistance in understanding the letter they received last January of this year. What tool are we going to use to review the letter the member is saying? 

EMME

500

if member is requesting for a copy of their monthly smart summary, what mentor document should we use as a reference? 

SmartSummary Statement Replacement Copy Requests Overview
500

In changing or assisting member in modifying their communications preferences, what mentor document show we pull up from QuickStart+?

Member Communication Preferences Medicare Overview

500

in documenting a grievance, what does QAA report means? 

QUALITY OF CARE, ACCESS TO CARE, ATTITUDE

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