Call Opening
Call Drivers
De-Escalation
CS Global Express Scripts Customer Service Platform Training - PDP & MAPD
Coverage check and test claims
100

After obtaining the member’s id, you should obtain the following from the 1.0 agent?

What is The agent’s name

   What is  Who is calling

    Whether hippa has been verified

100

The Members Date of birth is incorrect on the Members ID, What CD do you use?

What is the Member Demographic 

100

In Central Point what article is to Help Identify Upset Members? 

What is Recognizing Frustrated Callers  

100

What are the main search categories you will use?

What are 

  • Patient search goes through patient records 

  • Client search goes through all available client records

  • Pharmacy search goes through all recorded pharmacies

100

which of the following can be used to filter records in the claims- patient summary panel?

What are claim type, claim status, drug name, date 

200

If you received a call, you are to brand the call as this.

“Thank you for calling Member escalation my name is___”

200

Member Received misinformation.

What is Pay and educate 

200

2 types of Concerns 

What's Emotional, Transactional 

200

What are the search types 

what are 

  • Name: First and last name, must also include DOB and or Zip code

  • Member’s phone number

  • Member id, will also display up to 10 previous membership ids that you’ve searched

  • hicn/rrb/beneficiary number, used for medicare part d

  • Rx number

  • Invoice #

  • Confirmation #: this is a system generated number used for refill

  • Client account number/alternate id number

200

Which of the following can you use to search for a drug

What are drug name, NDC#, GCN#

300

Who is the BEST MET 

Who Is Jazmin 

300

Member needs Case manager 

What is other 

300

Member Convinced their plan doesn’t care about them or their issue. Keep finding something wrong to see if you will fix it. Often interrupts, not great listeners and gets furious when resolution offered isn’t 100% what they wanted

What are Complainers

300

Where can you always find a members name, eligibility status, contact information and member id

What is PIP 

300

Where can you find the coverage details like days supplies and copays listed for each of the coverage stages

Whats in the view all stages hyperlink 

400

What are the dates for AEP?

when is 10/15-12/7

400

Member does not want to receive any Robo calls. 

What is TCPA Revocation 

400

You Barely had time to answer the call before caller demands to speak to supervisor

Who are Supervisor Seekers

400

When you first log into CSP you’ll be presented with search options

What is  patient search, client search, pharmacy 

400

What does it mean to add a pharmacy in the copayment summary?

Whats so your copayment summary will display actual costs at that pharmacy 

500

What is the most common Calls MET will received?

What are Escalation calls? 

500

request for Vacation Supply 

RX/Pharmacy Inquiries 

500

You can tell a member is Upset by these behaviors 

What is 

  • Raise in pitch/voice

  • Emphasizes each and every syllable

  • Condescending tone

  • Responds with short, brief answers or silence

  • Sighing

  • Passive aggressive sarcasm

500

In the CSP what does PIP mean

What is Persistent information panel

500


How many characters must be entered in a drug search slideout for csp’s type ahead logic to begin guessing the name 

Whats 3