Day 2
• General Marketplace coverage
• The cost of coverage
• Eligibility for lower-cost coverage
are Example of what?
General inquiries
An ____ is the process of entering a consumer’s issue in NGD to relay it to a different support group.
escalation
When the consumer is ready to complete an application what Information is required?
Contact information (such as their address), Employer and income, Household members, Tax-filing status
What are catastrophic plans?
Catastrophic plans may be an affordable way to protect yourself from worst-case scenarios, like getting seriously sick or injured.
You can find DMI information in what 3 locations?
• Enrollment errors
• Issues with applying advance payments of the premium tax credit
Are example of?
Plan Issues
What are the 5 "W"?
who, what, when, where, and why
If a consumer applies for Marketplace coverage December 16 – January 15 when would their coverage start?
February 1
Consumers can compare up to ______ at a time in a side-by-side view that shows a summary of key plan information.
3 Plans
Can a Consumer keep their dental coverage plan and termination their health coverage plan?
No
Pitch, Inflection, Volume, Pace
Tone of Voice
• Did that answer your question?
• Do you have any additional questions?
• Is there anything else I can help you with today?
are Example of?
Asking Probing and Confirming Questions
Open Enrollment Period Is What Timeframe?
The OEP runs from November 1 through January 15
The first screen in the Plan Compare tool is called what?
You’re eligible to enroll in Marketplace coverage screen
The Marketplace sends warning notices in what time frame for an DMI?
90,60,30 and 15
Listening is a critical part of creating a positive customer experience.
active listening
How many ways can you Close the call, and how do you do so?
Navigate to the Activities list applet on either the FFM Contacts screen Activities view or the FFM Contacts screen Applications view
The plan that the consumer was enrolled in for the last calendar year or before is called what?
Prior Year Plan (Prior Coverage Year)
What are the 4 C's?
convenience, cost, coverage, and customer service.
How do you know if the Consumer Identity was verified? (Name the Field also)
If the Identity Proofed field shows Yes, the consumer has completed identity verification.
___ ______means that a consumer needs to contact the Marketplace only once to resolve their question or issue
First-call resolution
If you are transferring the call, you must not what?
Close the call (Leaving the call open lets the next CSR continue with the consumer’s NGD Contacts record)
During the OEP, consumers can enroll in coverage for the current year as long as they are eligible for ____
a special enrollment period (SEP).
Is it True or False that Health insurance companies charge higher premiums if a consumer uses tobacco?
True
What partners help consumers get coverage through the Marketplace?
• Navigators
• Agents
• Brokers
• Assisters
• Certified application counselors