General
What are the required minimum internet speeds?
20 upload, 20 download
Name One Reason a recall might be issued
Possible Answers: Bank Auth, Medical Info, Hazardous DD
Can we accept debit cards?
Yes, but they will be charged as credit
N.A. is listed after the bank name. Do we state it?
Yes, we state exactly what it shows on the script!
You are unsure of where a condition goes. What do you do?
Check the disorder sheet, if you can't find it, ask your TL!
Name at least 2 sections you need to check on Vcall for pre-call work!
Possible answers: Call Log Notes, PDF, Medical, Banking, Addendum
How many times do you attempt a recall?
Once
What state are credit cards not accepted?
North Carolina
What days cannot be effective dates?
29th, 30th, 31st!
What do you need to gather for Doctor's information?
Name of Doctor/Facility, Address, Phone number
Name the three health insurance companies we represent
National Foundation Life (NFL), Freedom Life Insurance Company (FLICA), Enterprise Life (ELIC)
What do you do if the drill down you need isn't on the recall?
There is an option to add questions on the recall! If you can't get it to work, you would either ask your TL or pull it from the PDF and send recall correction
When are credit cards charged?
Date of Application Approval
Can a business be listed as the name on the bank account?
Yes, some people use their business account to pay.
Applicant states they don't know the date of diagnosis. What is the appropriate response?
The appropriate response would be "Do you know the general time period? last 6 months, 1 year, 2 year..up to over 5 years?"
What systems do you have to log into daily?
Callzone, Vcall, Five9, Email, Teams
"Recall Question Notes: Intelliscript shows you refilled a medication called Xanax. Need Details."
Applicant states they never take Xanax, What do you do?
Note in the recall box, note N/a in any questions relating to medication & complete!
Can a credit card be used for both initial and recurring payments?
Initial Only!
When do you gather the full account number?
3rd Party Payor - We will always gather the full account number for 3rd party payors
Wrong Account Info/Changing Accounts - We will gather 1-8 for banking (Bank Name, Routing, Account, Name, Address, Phone #, Authorization Questions, Verbal Auth Obtained From)
Changing from CC/Direct Billing to Bank Draft - We will also gather 1-8!
How do you open an express to a standard?
Mark the long question as yes, and ask all additional questions. When you get to the drilldown for the long question, notate what happened & why you had to open to a standard
How long do you have to respond to messages or emails from leadership?
5 Minutes!!
We have a 5 minute rule to respond to leadership!
How do you reschedule a recall?
We never reschedule recalls on vcall. We will always send a recall stop call email with the time they would like to reschedule!
What information do you gather for credit card payments?
NAME ON CARD:
CARD NUMBER:
EXP DATE:
TYPE OF CARD:
MAILING:
PHONE:
DO I HAVE YOUR AUTHORIZATION TO USE THE CREDIT CARD INFORMATION PROVIDED FOR YOUR INITIAL PAYMENT ONLY ON THE DATE OF APPLICATION APPROVAL?
AND I HAVE YOUR REQUESTED EFFECTIVE DATE AS ______, IS THAT CORRECT?
What do you put down for the name on the account if there are two names listed on the bank account in the application?
The authorized account holder - if it is a joint account, the name of the person who verified the banking information
Applicant says they were diagnosed with hypertension. What drill down does that go under?
The heart question - HBP!