VERIFICATION
What system do you use to verify a caller?
MMIS
What is our highest level of coverage?
MassHealth Standard
What system do we use to document calls?
Health Track
Which job aid would you use to help submit a task?
Member Escalation Task Templates Job aid
If a member would like to change their health plan, where would you transfer them?
MA_TXFR_HealthPlan_Eng
How many pieces of info do you need to verify if the person is calling on behalf of someone else?
4/6
If a member completes an application and is not eligible for MassHealth, they may be eligible for?
Health Connector
What system would you use for a member with the agency affiliation MHO?
MA21
What job aid would you use when you receive a tax call?
Tax Forms job aid
If a member with the AA of SSA needed to update their address, where would you transfer/refer them?
Refer them to Social Security Administration (800) 772-1213
Can a PSI make changes to a members account?
No
Who is eligible to receive the 1095-B form?
Members who have MH Standard, Careplus, CommonHealth, and Family Assistance
What system would a CSR use to update a members address?
HIX
If you received an angry caller (hot call), which job aid would you use to assist?
If a member wanted to report pregnancy where would you transfer them?
MA_TXFR_Application_Eng
Where would you find the person authorized to speak to regarding a child in DCF Custody?
MMIS Address Field
Do we send out 1095-A forms to members?
No
What system would you check the status of the PT1?
CWP
Which job aid would you pull up to see if a member receives a MH ID card?
Aid Category Matrix
If a member called and wants to correct their name, where would you transfer?
MEC 300 or 301
What are the steps to receive one time consent?
Verify info with HOH, ask permission to speak to/make changes with (blank), then you can speak to caller
Who is eligible for PT1?
Standard, Commonhealth, and Careplus members
What system will you use to order the member's tax forms?
Microsite
What job aid would you use if you forget the steps to the PT1 address change?
Transportation Job aid
If a member called regarding checking the status of the PT1 where would you transfer?
Nowhere You would assist the member with the call