Work, Work, Work
What department/service should I offer if a member states that they are pregnant?
Baby Steps
What game involves a colorful mat and a spinner telling you where to move your hands and feet?
Twister
What is a Warm Transfer?
When we call another department with the member on the line and we introduce the member to the next department.
What movie has characters named Hiccup, Astrid and a pet named Toothless?
How to Train Your Dragon
MATP stands for...
The Medical Assistance Transportation Program
What are 3 appointments that we can help our members schedule?
1. Prenatal
2. Postpartum
3. PCP (Routine Physical)
What game involves hitting a ball with a pole to make sure the balls falls/rolls into a hole?
Golf
When are we able to Cold Transfer?
If you're waiting with a member on hold for a UPMC department for 2 minutes, then you may Cold Transfer (transferring without introducing the member).
What book series involves a girl who needs to fight for her life in order to win food and money for her mom and sister?
The Hunger Games
Who painted the Mona Lisa?
Leonardo da Vinci
If a parent answers the phone for a 21 year old member, can we speak to the parent if the member has moved out of state?
No! We would still need to speak with the member.
What game involves trying to buy all properties (with houses & hotels) to try and bankrupt the other players?
Monopoly
What is the best way to introduce a Conference Call?
"Hello, my name is __. I'm calling from UPMC for You on a recorded line with __. We're calling to __.."
What show involves a group of friends, monsters, and an alternate universe called "The Upside Down?"
Stranger Things
TRUE / FALSE
The name of COTIVITI's IVR that outreaches to our members, is named ELSA.
FALSE
It's ELIZA
What can we offer to the member if their ID Card is missing, but their appointment is tomorrow?
Advise of MyHealthOnline (app/website) & offer to send out a new ID Card.
What game involves 2 teams kicking a ball into a net?
Soccer
If a member wants to schedule a mammogram, where will we transfer the member?
Mammogram Scheduling (673-6047)
What animated movie involves a sheriff, a space ranger, a cowgirl and slinky toy?
Toy Story
What is the national animal of Scotland?
The Unicorn
What do we offer if the member has a different address from the one showing on CCD?
CAO, myCOMPASS or Statewide Change Center
What game involves finding out who killed who?
Clue
Where do we transfer members if they have questions on Birth Control or other coverage questions?
Member Services (673-6020)
Who is the main character in the book Pride & Prejudice?
Elizabeth Bennett
What is the name of the system where you will be documenting notes regarding the interaction/call with the member?
Admin Portal/CCD