Tickets
Which team should the OA ticket if a group is unresponsive?
What is "New Plan Sales"
What is the order status when a group is passed the soft deadline and OE is not completed?
What is "OE extended"
A company with more than 20 FT Employees is subject to ____ which provides temporary continuation of health insurance when employer-sponsored coverage is lost to prevent a lapse in coverage.
What is "Federal COBRA"
How does Gusto define deescalation?
What is "a situation where an Advocate is confronted with a frustrated or angry customer who, in turn, wants to get in touch with a Manager or Tenured Advocate to resolve their issue."
How do you know when you have a ticket?
What is "You will receive an automatic email in gmail from SFDC. The benefit order status will move from “ER outreach required to Awaiting Routing”"
After approval and OA has sent the final email, what will the order status be?
What is "Fulfilled"
A company with less than 20 FT Employees ____ which provides temporary continuation of health insurance when employer-sponsored coverage is lost to prevent a lapse in coverage.
What is "State Continuation"
What are 3 common upset customer personas?
What are Yelling, Patronizing, and Crying customers
What’s the Text Expander shortcut for ticketing advising?
What is "/advisingticket"
In what platform do you create the OE window?
What is "Hippo"
What team is responsible for submitting the State Continuation enrollee’s plan selection to the carrier or cancel coverage (if waived)?
What is "The Submission Team"
A client interaction is ending. According to the B.L.A.S.T. framework, the OA should ______ before ending the interaction.
What is thanking the client
Name two of the most common ticket reasons?
Missing documentation, incomplete notes, EE/Dependent Clarification, ER outreach, Pending Items, Denial
What status should the order be updated to if the OA needs to partner with ER for more information?
What is "Awaiting ER Response-Pending Item"
Where in HIPPO can you see if a company is enrolled in continuation of coverage?
What is "The QA Sheet"
If you are subject to abusive profanity, you should give the customer ________ that continued use of profanity may result in your terminating the phone call. If the profanity continues, you should terminate the phone call.
What is a warning/single warning (also accepted, mention of 3 Warnings Policy)