Quality Scores
How many evaluations can you receive each month?
0- 20
What do you click on to complete your timesheet?
Time and Absences > Existing Time Card
In Teams what status should you be in, if you are here?
Available
What is the introduction for Outbound calls?
Good morning/afternoon/evening. May I speak with Mr./Mrs. <member’s first or last name>, please?
What is August's APS Tier 1?
Tier 1 - 110%
Tier 2 - 100%
Tier 3 - 85%
What should you do if you have a question about your evaluations ?
The call then the QA Guidelines
When reporting a full day absent what do omitted?
Lunch time, just report 8 hrs. ex 8am - 4pm
When asking a question about a member's account, what should you provide in the Teams chat?
Member ID#
What is name of the field on scripter that shows the name of the insurance?
Plan Branding
What must you complete daily at the end of your shift?
Timesheet and attestation
If a member refusals a HCV, what must you do at least once? What are the steps in handling reluctance?
Handle Reluctance
Handle reluctance by acknowledging the member's concern and demonstrating that you are actively listening. By restating the member's refusal in your own words, then ask an open-ended question to encourage further discussion. Allow the member adequate time to respond before continuing the conversation
Where do you go to check your PTO balance?
Absence Balance
View Absence Plan Balance
What step should you take to see if another team member has already provided an answer to your question?
Search/ chat history
How many forms of PHI must you verify to complete HIPAA on an outbound call?
2 forms of PHI
What are the names of the two KBs that were revised this week?
When scheduling a member, what are the three most important compliance requirements that must be completed during every call?
Branding- opening and closing
HIPPA
Legal/Client Scripting - read what's in red verbatim
If you worked a full day, including your lunch break, how many total hours should appear on your timecard?
8.5
What steps should take to resolve idling? When should you notify me or another supervisor in Teams that you are idling?
the first 2mins of not receiving a call
Clear cache and refresh the Genesys
It is okay to schedule a ALS member at next available appointment.
No must schedule 2 weeks out
Who must complete the shift bid?
All TeamCare employees hired on or before February 23, 2026,
How many line items does the new evaluation have?
The new evaluation has 15 possible line items
If an incorrect code or number of hours is entered for a planned or unplanned absence, what process or tool should you use to make the correction?
Existing Absences.
What did I posted in Teams, on July 28th around 9:30am EST?
Berg Behind the Scenes
What should you do if a member's family member states they will provide interpretation services during the visit? Should an interpreter still be scheduled?
yes, collect the language, check the box the member
Where do you find the client specifics delivery times for rewards cards?
KB0078729
Reward cards decision making tool.