Process Playground
What steps can T1 agent take to check if members are receiving error codes preventing them from successful registration?
A. Check CDB for an active plan
B. Check MDM record on file
C. Contact L1.5 for troubleshooting steps
D. Confirm the information the member is attempting to register with matches exactly as it appears on the member's benefits information and make sure there is an MDM that matches data.
D. Confirm the information the member is attempting to register with matches exactly as it appears on the member's benefits information and make sure there is an MDM that matches data.
What would be the next steps that you should do if you received call from automated bot calls?
A. Advocate should assist the call per usual
B. Advocate should keep note of the UUID/UCID from Genesys.
C. Advocate should be heard in verbatim, "I am only able to speak with authenticated members so I will be ending the call".
D. Both B and C
D. Both B and C
John has attempted to sign in with the wrong username and/or password more than five times, resulting in his account being locked. He received an error message: "There have been too many failed sign-in attempts. To prevent unauthorized access, we have locked your account" (final attempt). What steps should John take to unlock his account?
A. Keep trying different username and password combinations until he succeeds with unlocking his account.
B. Contact Naviguard for assistance with unlocking his account.
C. Ignore the issue and try to create a new account.
D. Click the 'Unlock your account' link from the error message, input his username, confirm his identity, and reset his password. If he has a phone number listed, follow the prompts to receive a confirmation code.
D. Click the 'Unlock your account' link from the error message, input his username, confirm his identity, and reset his password. If he has a phone number listed, follow the prompts to receive a confirmation code.
Following the E&I Advocacy, which of the following statements is TRUE regarding Naviguard's support for balance billing situations?
A. Members should contact Naviguard directly when they receive an OON balance bill.
B. Tier 1 Advocates should transfer to Tier 2 if they identify a Naviguard balance billing situation.
C. Tier 1 Advocates should route a ticket to Naviguard for them to provide advocacy support for specific OON balance billing situations.
C. Tier 1 Advocates should route a ticket to Naviguard for them to provide advocacy support for specific OON balance billing situations.
James needs to update his phone number on his HSID account for security and recovery purposes. What steps should be taken if James cannot sign in to his account?
A. James can manage the phone number update through self-help options.
B. James can contact the support team provided on the webpage when a member is experiencing issues.
C. James can call the TFN listed on the back of his ID Benefits Card
D. All of the above.
D. All of the above.
What happened to the Synapse Health process introduced in March 2023 for members needing specific DME items?
A. It has been expanded to include more services.
B. It has been discontinued effective immediately.
C. It is still in operation with no changes.
B. It has been discontinued effective immediately.
Kyle is trying to log in but encountered an error: "Username and password combination does not match." How can you help Kyle?
A. Kyle should keep trying different passwords until he succeeds.
B.Kyle should check the spelling of the username and password, ensure CAPS LOCK is off, and use the "Forgot Username" and "Forgot Password" self-help options.
C. L 1.5 Support should immediately escalate the issue to higher-level support without attempting any troubleshooting steps.
B.Kyle should check the spelling of the username and password, ensure CAPS LOCK is off, and use the "Forgot Username" and "Forgot Password" self-help options.
Karen calls in, frustrated because they cannot find the registration banner for their Care Cash card on myuhc.com. How would you handle this situation?
A. Apologize for the inconvenience. Inform the member the issue is known and will be resolved within the next 10 business days. Advise the member to revisit the portal within this timeframe to register. Explain how to submit receipts for reimbursement and follow the Care Cash Triage Process.
B. Apologize for the inconvenience. Inform the member that the issue is known and will be resolved within the next 5 business days. Explain how to submit receipts for reimbursement and follow the Care Cash Triage Process.
C. Apologize for the inconvenience. Inform the member that the issue is know and will be resolved within the next 10 business days. Suggest the member wait until the issue is resolved before incurring any expenses.
A. Apologize for the inconvenience. Inform the member the issue is known and will be resolved within the next 10 business days. Advise the member to revisit the portal within this timeframe to register. Explain how to submit receipts for reimbursement and follow the Care Cash Triage Process.
True or False: When a member attempts to sign in with the wrong username and/or password more than five times, their account will be locked.
True