Phone etiquette
What do you absolutely NOT lead with when on the phone? (think of a phrase)
What is your social security number?
What does "ADJ" stand for?
Adjudication
What do you do after you call the claimant?
Log the call.
What do we use the fraud tracker for?
Updates
What do you do when a claimant is asking for supervisor?
What abbreviation do we NOT use in referral/beacon notes?
FU (follow up)
What status do we NOT use? Why?
Pending scheduled action item because it closes the case and they "disappear".
Where can you find the claimants overpayment information? (1 specific answer)
Overpayment summary can't simply be overpayment notice because one isn't always generated.
What to do if the claimant will not get off the phone?
Be aggressive (nicely) simply stating the issue is resolved no matter what the outcome is and verbalize that you are ending the call.
Seen in open BPM what does the issue type "EARN" refer to?
Earnings non fraud
What particular thing has to be completed in order for the case to count towards your metrics?
Referral notes have to be saved
When were extra benefits given? (months and years)
April -July 2020 ($600)
August - first week of September 2020 ($300)
January-September 2021
What is the 3 strike rule?
What does "NUEM" stand for?
Not Unemployed
What is the process of when a case does NOT close?
When you see "mailed" in issue summary what does it mean?
Possibly claimant has a penalty also possible they don't (trick question haahhaha)
When is "hanging up" acceptable?
After stating you will be ending the call and the claimant persist.
What does "DISC" stand for?
Discharge
Where can you find when the case was CREATED?
Under system information (bottom of the page)
Why shouldn't OP balance 89 NOT be cancelled?
You do not work for BPC. Only BPC humans can cancel.