CRM
How do you locate previous cases in CRM?
What is case history
What is the name of the main document that you should always look in first while on calls?
What is MAPD index
Where should you launch your systems from on live call days/post training?
What is DIG Toolbar
How do you create a case from QuickStart+?
What is the associate to policy button
What is the name of the template that needs to be filled out in CRM when completing a PCP change?
What is PCP/PCD Questions
If a member is calling in about their premium how would you fill out the interaction log for this call?
What is the interacting with&about button
If your CRM phonebook isn't working, what is the name of the document you should use in it's place?
What is the Medicare Phone Numbers document
If a member calls in needing help locating an INN provider what is the main system we use?
What is Find a doctor (PFP)
If a member calls in wanting to update their address what should the classification/intent be in QS+?
What is Demographics/Change
If you were going to update comments from QS+ what page needs to be displayed in CRM?
What is the case edit page
How would you view the member's current/previous PCP in CRM?
What is the PCP/PCD link in the left side panel
If you need help with Authenticating the caller what is the name of the mentor doc you should use?
What is the HIPAA overview doc/HIPAA Job Aid doc
If a member calls with questions about their premium or making a payment for their premium, what is the name of the system we will use and where is it located?
What is ebilling and it is found in the member billing profile
If a member calls in with questions regarding their smart summary what should the classification/intent in QS+ be?
What is communication/SmartSummary
If we look a provider up in PFP and they are OON but the member states the provider is INN, what is the name of the system we would verify our PFP info against?
What is PAAG
Where do you locate the Contract/PBP/Segment Code from?
What is the top of the member policy page OR the eligibility information section on the policy member page
If a member calls in with a billing question what is the name of the overview document you would start in?
What is Payment Method Overview document
If a member calls regarding a communication they received and you don't see it in the communication panel where would you search for it?
What is EMME
If a member calls in with questions regarding LEP what should the classification/intent be in QS+?
What is Billing/LEP Premium
If a member called in asking that a provider directory be mailed to them what is the name of the system we would do that in?
What is OMS
Where would you go in CRM to send the member a new ID card?
What is ID Card Management link in left side panel
What is the name of the document that has common call trend topics listed in there with guidance on how to handle the call?
What is CRM Hot Topics document
If you could not verify COB for the member in CRM what is the name of the screen we would use in CI?
What is the PEOC screen
If a member calls in to complain about the quality of care received from a provider what should the classification/intent be in QS+?
What is Complaints or Compliments/QAA
If a provider calls on behalf of the member and the member is not on the line who would we transfer the call to?
What is the Provider Contact Center (Provider Queue)