Thor
This page/app consists of links of different systems/tools a Humana advocate use, and can be found on top of the HI! (Humana Intranet) page.
What is HSS- Humana Self Service
Tier 1 Training is structured in ______ Waves with live calls at the end of each wave.
What is 3
The system primarily used to answer, research, and document calls
What is CRM- Customer Relationship Management
2 ways on how to lock your computer each time you leave to ensure privacy and security.
What is Pressing Ctrl+Alt+Delete then hit Lock computer, or Window tab+L key
This website/unsecure site we offer and promote to members to utilize self-service.
What is Humana.com
The federal privacy law that protects our members personal data
What is HIPAA
Document index should a Humana Medicare Advocate opens in Mentor before starting their day.
What is Medicare Advantage Prescription Drug Doument Index
Apart from going into HSS page, Mentor is also accessed by typing _________________ into a web browser Search bar.
What is go/mentor
Give examples of qualities do Humana advocates display when assisting members.
What is Active listening, Patience, Empathy, Understanding, etc.
This is the secure portal of Humana.com and requires a successful sign-in before accessing information.
What is MyHumana
Your role is to support members who choose an Individual Medicare Advantage plan through Humana. How many parts does Medicare Advantage covers.
What is 4 (Parts A, B, C, D)
part of original Medicare covers doctor office visits, preventive care, mental health, and medical services or supplies (aka durable medical equipment DME)
What is Part B
Part of original Medicare covers hospital, skilled nursing, hospice, and home health care.
What is Part A
Part of original Medicare covers prescription drug costs through private insurers.
What is Part D
Part of original Medicare includes Original Medicare (Parts A & B) plus extra vision, dental, or drug benefits offered by private insurance carriers.
What is Part C
Enrollment period is the yearly timeframe when Medicare-eligible individuals can enroll in a new plan for upcoming year.
What is AEP (Annual Enrollment Period)
3 Authentication factors in verifying member's identity.
What is Humana ID, Date of Birth and Zip Code
This word displays when the member did not successfully enter the member's identifiers in the IVR.
What is unauthenticated
Humana's 4 guiding principles to ensure perfect experience for our members.
What is Know Me, Show Me You Care, Make it Easy and Help Me
This is the ability to understand or feel what another person is experiencing.
What is empathy
The federal agency within the U.S Department of Health and Human Services working in partnership with state governments establishes rules that private insurance companies, like Humana, must follow.
What is CMS – Center for medicare & Medicaid Services
An internal search engine and repository for all call handling procedures.
What is Mentor
It is a tool used while working in CRM to help document case notes and comments quickly.
What is Quick Start+
This button is selected when members call about themselves.
What is Interacting With and About
Member permission can be communicated in 3 ways.
What is Consent Form, Power of Attorney or Excutor of Estate designation or Verbal Consent