The Blueprint
Which of the following call drivers is not supported by Surest Webtech Support?
A. Surest HSID Registration Errors
B. Surest Basic Navigation on the website
C. Surest Benefits Advocacy Calls
C. Surest Benefits Advocacy Calls
John is calling trying to register to Surest Website but encountered an error: "Our records indicates you don't have access to this portal." How should you help John?
A. Create an INC Ticket for escalation to Surest Tier 3 Team.
B. Send an email for escalation to Surest Tier 3 Team.
C. Call directly for escalation the Surest Tier 3 Team.
B. Send an email for escalation to Surest Tier 3 Team.
True or False: We cannot directly call the Surest T3 Team in any situation, except for when an escalation is over the turn-around time.
True
When should OGA advocates contact the HealthSafe ID L1.5 Support Line?
A. When it is identified in the HealthSafe ID Support Wiki as the appropriate level of support
B. When the member requests it and wanted to speak to a supervisor
C. When the member has billing and provider issues
A. When it is identified in the HealthSafe ID Support Wiki as the appropriate level of support
What details should be included in the email subject when escalating an issue to the Surest Tier 3 team?
A. Member's preferred contact phone number
B. Member's preferred email address
C. Surest HSID plus the Surest Member ID number
C. Surest HSID plus the Surest Member ID number
What passcode should be provided when contacting the HealthSafe ID Tier 1.5 Support Line?
A. SurestPASS1
B. SurestHELP1
C. SurestCORE1
C. SurestCORE1
True or False: To transfer a member to a Surest Member Advocate, the concern must involve detailed navigation of the features and sections of the Surest Member Portal website.
True
What steps should be taken if the issue isn't listed in the HSID Wiki and HSID 1.5 indicates it's not related to HSID?
A. Advocate should create an email and escalate to Surest Tier 3 Team
B. Advocate should transfer the call to Surest Member Advocate Team
C. Advocate should hang up the call and ignore the member
A. Advocate should create an email and escalate to Surest Tier 3 Team
True or False: An INC Ticket must be created to escalate an issue to the Surest T3 Team.
False
How many days should we inform our members to expect a follow-up after their issue has been escalated to the T3 Team?
A. 7 business days
B. 7 calendar days
C. 5 calendar days
D. 5 business days
D. 5 business days