Web & Mobile
What's the classification and intent for when a member is requesting assistance with comprehending our Humana website and mobile app?
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Where in CRM can you update member preferences?
a) Person Account Page and Communications panel
b) Policy Member and Person Account Pages
If a member is dissatisfied with something other than a claim or authorization outcome, how can they file a grievance?
a) Verbally or online at Humana.com
b) Verbally, online at Humana.com, or on MyHumana.com
What do Advocates use the ID Card Center for?
a) Requests for a new card
d) Guide members to view and/or print an electronic copy of their card themselves
What is the purpose of the View Previous Login button in Web Emulation?
a) It shows the functions available to the user at the time of their last login
b) It shows the previous members that have been accessed using Web Emulation
What is the EMME letter code for the Consent for Release PHI Letter?
a) ME2427
b) ME2231
Humana typically bills members around the 20th of each month. When is the payment due?
a) The 1st of the next month
b) The last day of that same month
Which of the following is considered a Grievance (not a QAA complaint or appeal)?
a) “I think I’m allergic to this medication my doctor prescribed!”
b) “I can’t believe my premium has gone up again! I can’t afford this!”
When a member calls to verify their eligibility, which of the following needs to be checked
a) Plan status / Plan effective and end dates / Enrollment status
b) Plan status / Plan effective and end dates / Plan Type
A new Humana member attempting to access MyHumana says their computer is not responsive when clicking any of the links.
Which of the following would help to resolve this issue?
a) Advise caller that there may be system issues and to try again in 24 hours
b) Advise caller they may need to enable cookies functionality
Who has the authority to request a demographic change?
a) Member/Power of Attorney/Executor of Estate/Agent
b) Member/Relative/Caregiver/Executor of Estate
In eBilling, a Coupon Book is requested for a member using which Payment sub-tab?
a) Payment Accounts
b) Payment Method History
How much time does a caller have to file a verbal or written grievance?
a) 30 days
b) 60 days
How long is a member responsible for a Late Enrollment penalty?
a) A one-time penalty for those paying their premium late
b) For as long as the member has a prescription drug plan
c) Until they qualify for low income subsidy
d) b & c
The Web Emulation 2.0 link is accessible from which location(s)?
a) CRM policy member page if there is an activated MyHumana account
b) HSS Billing and Enrollment section
c) Humana.com
d) a & b
Which types of demographic change requires CMS corroboration?
a) Date of death / Gender / Address / Phone number / Name
b) Date of death / Date of birth / Medicare ID / Name / Gender
When researching bank drafting issues, which one of the following questions do you NOT need to answer?
a) Has the member reached their deductible?
b) Does the member’s plan have a premium?
c) Is the member’s plan approved by CMS?
d) Is the member’s payment method listed and has it recently changed?
A member calls requesting an ID card. You check and see that their plan has a future effective date. What do you do?
a) Tell them it’ll take 7 to 10 business days to arrive, and then go to the ID Card Management Tool and request a card for them
b) Tell them that an ID card isn’t available yet, but a proof of coverage document can be accessed in the ID Card Center
What is the process to revoke an account if a member no longer wants their web account active despite attempt made to reconsider?
a) Call the Web Security team for guidance
b) Create a Service Catalogue ticket requesting revocation
Which mentor document and classification & intent would you use when member is requesting to start receiving their mail electronically instead of regular mail?
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Which mentor document and classification & intent is used when advocate (ICR) was not able to explain why the account did not draft by reviewing the Payment activity page from ebilling ?
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Which statement below is true:
a) The member and any type of POA have the authority to file a valid grievance
b) Only the member and certain types of POA have the authority to file a valid grievance.
Which customer interface screens have we visited thus far?
List at least 5