LivePerson
What is the hold expectation?
2 to 3 minutes
What job aid do you use to locate the Transfer Skills for LivePerson?
LivePerson - Medicare and DSNP Advocate Guidance
What does NPS Stand For?
Net Promoter Score
What system do you use to locate a Prior Authorization?
Icue
Can you update all employer group members addresses? Where do you verify this?
No - The Employer Group Toolkit
If you provide a resolution and the member does not respond, do you close the chat?
No - You will let the chat go idle and system auto close.
What job aid do you use to locate information regarding Cataract Surgery lenses?
Vision Coverage - Medicare Covered Cataract Surgery
What is the NPS question? (1st question on the survey)
How likely are you to recommend UHC to friends/family?
What system do you use to locate documents or letters sent to a member?
Doc360
What are the Group Chat Hours?
Monday through Friday from 7:00am – 8:00pm CST/8:00am - 9:00pm EST.
What are the 4 status you can aux while working LivePerson?
Online, Wrap Up, Break, Lunch
What job aid do you use to locate the TAT for appeals?
Appeal Addresses and Turnaround Times
What NPS scores are considered Passives?
7s and 8s
What system do you use to verify a members Medicare and/or Medicaid coverage?
MARx
What are the Group Outreach Hours?
9AM to 6PM CST
What is the first thing you should do if a system issue occurs and you are logged out of LivePerson?
Contact your supervisor or lead to advise of system issue
Which job aid do you use to verify correct documentation when quoting benefits?
System Documentation - Index located under Quoting Benefits section
What NPS scores are considered Detractors?
6s and below
What system do you use to verify if specific limited service benefits were used by a member?
COSMOS - Limited Service
Where do you verify a Group Members coverage during the Coverage Gap?
Employer Group Grif
What is the First Response goal?
45 seconds
What job aid do you use to locate the TAT for a Medical DMR?
Medical DMR - Index (Direct Member Reimbursement) located under Medical DMR FAQs
What is the NPS goal?
80% or above
Where can you review transactions made on a Ucard?
PSP
Which job aid would you use to locate the dedicated and enhanced employer group open enrollment dates?
High Profile Employer Groups - Index