welcome to medicare Topic 2
Medicare 101 Topic 3
Eligibility and Benefits Tpic 3
Enrollment Topic 5
PCP Update Topic 9
100

what is concierge service 

what is to go beyond the 'transaction' and ensuring each interaction with our member , we are helping our member further, to eliminate future calls, contribute to the member expereicne and ensure our senior members are confident in their interactions with us.”
 

100

Frontline Communications

what is customer experience alert

100

 Federal health insurance program for people who are age 65 or older

Medicare

100

Sep

What is Special Enrollment Period

100

PCP

A PCP will perform routine or basic care and will coordinate the rest of covered services for our members

200

where do we find self serve options

what is service marketplace

200

Part B

covers certain doctors' services, outpatient care, medical supplies, and preventive services

200

Initial Enrollment Period

what is 7 months

200

Oe Knowledge base

what is AEP knowledge base

200

Medical Group/Ipa

what is contract with groups of doctors to provide health care for our memebers. These groups of doctors are called Medical Groups OR IPAs (Independent Practice Association.)

300

important phone numbers

what is senior markets customer care

300

what is knowledge base

 resource for call work flow 

300

Lep

what is late enrollment Penalty

300

Disenrollment

what is moving from one insurance carrier to another, 

300

Standard Retroactive Change

What is Requests Received after the 15th of the month and are effective there first day of the following month

400

ask with genuine curiosity

what is empathy

400

Part A

what is inpatient hospital stays, care in a skilled nursing facility, hospice care, and some home health care

400

Extra Help

What is a federal program that helps pay for some to most of the out-of-pocket costs of Medicare prescription drug

400

Oep

What is Medicare Advantage Open Enrollment Period from January 1 – March 31

400

Original Pcp Effective date

what is eligibility segment

500

Polaris Approach

what is handling the call based on the caller’s needs and expectations 

500

Part C

what is as Medicare Advantage and is an all-in-one alternative as it bundles Part A, Part B, and Part D

500

CMS call

what is surveillance calls CMS randomly conducts surveillance calls throughout the year, and we have to be ready for them.

500

Cancellation

what is The process of ending an enrollment prior to the effective date. 

500

Terminating Current PCP

What is Update