MIRA
What you click to add a customer's spouse to their account.
What is Add Related Account?
We'll need this for every call to keep us on track.
What is the Call Flow?
Where we can look if one of our programs goes out.
What is Knowledge Central?
The customer has been on Medicaid for a while and is now starting Medicare.
Transfer
Required on every call to be in compliance with HIPAA.
What are the Consumer's full name and birthdate?
Where you would find the Shopper Profile.
What is Plans?
The Guide on what to do if our customer is hearing impaired or doesn't speak English.
What is the TTY and Interpreter Services job aid?
What are Appointments, Member Saves, and Enrollments?
The customer has LIS 3 100%.
Transfer
If speaking with a witness, this is the information we need.
What is their first and last name and relationship with the consumer, as well as the consumer's name and birthdate?
After you import a plan to MIRA, you click this.
The tool we use to help determine if a consumer has a valid Enrollment Period.
What is the Election Periods job aid?
The first call step in Going For The Enrollment.
What is Solution Presentation?
The customer wants to ask some questions about their plan, since they know it's AEP.
Keep
A consumer with an employee group called, and we failed to transfer them. Is this worth high or low points?
What is Low Points?
The call flow stage when the LIS level will populate in MIRA.
What is Eligibility Check?
Where we can find uncommon numbers to transfer customers.
What is the Phone Numbers Addresses job aid?
What we always ask the customer before letting them go after the enrollment.
Is there anyone else in your household that would benefit from one of our plans?
The customer doesn't speak much English, and is having trouble understanding you.
Keep the call
The minimum score for passing a Quality review.
What is 96%?
What you click in MIRA when a customer's needs lead you to believe they'd benefit more from meeting with someone in person.
What is Create Appointment?
Where you would find instructions on assisting multiple callers.
What is the Mira and Shopper Profile User Guide job aid?
What is it called when a customer says they're being threatened or is threatening harm to themselves or others?
What are One Breath Situations?
The customer needs to make a payment on their plan, and wants to know if they should change plans with the coming year.
Keep (then transfer)
The amount of points you lose for completing an enrollment on an outbound call.
What is two points?