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Call Etiquette
Resources
Time sensitive
Potpourri
100
"I understand you would like to speak to our Director, I do assure you that I will be able to assist you." This is an example of _____________. A.Taking Ownership of the caller's issues B.Passing the buck C.Both A& B D.Not sharing your members
A.Taking Ownership of the caller's issues
100
Where does an on exchange member purchase their health insurance plan? A. aetna.com B.hhs.org C.healthcare.gov/FFM D. ebay.com
C.healthcare.gov/FFM
100
The member requests release of PHI information that SAs do not normally provide (extensive claim history, eligibility history, etc.) The Service Advocate is to advise the caller that the standard turnaround time is ________ to furnish this information. A. 10 days B. 15 days C. 30 days D. current year minus member year of birth
C. 30 days
100
The Aetna Way Excellence Award program is based on our four Aetna values, what are they? A. San Antonio, Jacksonville, Phoenix, Blue Bell B. Excellence, Inspiration, Build and Earn Trust, Take Ownership C. Inspiration, Integrity, Empathize, Caring D. Integrity, Excellence, Caring, Inspiration
D. Integrity, Excellence, Caring, Inspiration
200
The following statement is an example of ________. "How may I help you today?" A. Southern hospitality B. Documenting the call C.Tranferring the case in Salesforce D.Identifying the reason for the call
D.Identifying the reason for the call
200
Where can a member find their Member ID Card? A. healthcare.gov/FFM B.Secure Member Website C.Both A & B D.with their car keys
B.Secure Member Website
200
What is the TAT for Making and Keeping the Commitment for Urgent Issues? A. 72 hours B. 84 hours C.24-48 hours D. before you hang up
C.24-48 hours
200
How many members on a family plan, will an ID card display? A.5 B.4 C.6 D.pi. 3.14159265
A.5
300
As a SA, if a member calls and requests to have their Summary of Benefits and Coverage sent to them (paper), the SA will fulfill this request using ___________________. A.Salesforce B.HRP C.SLP D.Pony Express
A.Salesforce
300
________ is the system we use to take payments and research billing inquires. A.Service Link Portal B. SalesForce C. Healthcare.gov D. Public School System
A.Service Link Portal
300
What is the due date for premium payments? A.1st of every month B. 15th of every month C. 30th of every month D. pay day
A.1st of every month
300
Who do we coordinate benefits with? A. Medicaid B.Medicare C. Both A&B D.Workforce Management
B.Medicare
400
A member is being told that they are having challenges with a precertification that needs to occur for a specific medication. Where do you warm transfer the member to assist them further? A.CVS/Caremark B. HPS C. CATS D.Mark Bertolini
A.CVS/Caremark
400
Where can a member access their rewards and incentives program? A. CATS B. HHS C.Secure Member Website D.Macy's
C.Secure Member Website
400
We cover dependents through the end of the month in which they reach the limiting age as determined by Health Care Reform, which is____ A. 21 B. 18 C. when mom sends a note D. 26
D. 26
400
Which of the following provider types can NOT act as a Primary Care Physician (PCP)? A. Pediatrician B. Internist C. Surgeon D. Marine Biologist
C. Surgeon