EDP Choices
Enrollees with the ______________ plan who elect to keep their current coverage and accept the premium increase will have their increase phased over three years.
Who are ACIO enrollees?
CARE comments require contact ID, who called, the reason for the call, and what the PRO did to resolve, but not this.
What are negative or emotionally based comments?
When an enrollee requests a schedule of benefits, they will also receive an ADI, a benefit booklet, or an application?
What is a benefit booklet?
Verbal authorizations count for this many phone calls.
What is one?
PROs check Alerts in LEARN this often.
Every shift. (and throughout the shift)
When an enrollee does not notify the FLTCIP of their decision, this happens.
What is they keep their current coverage and accept the premium increase?
PROs use call tracking to document this.
What is the reason an enrollee called?
A PRO needs to send a HIPAA statement to an enrollee and has these choices: EDP Material request, General Material request, or Compliance Inquiry.
What is General material request?
When working with ltcfeds.com, enrollees must enable this to access their account.
What is account authentication?
What is the agent leg?
FPO Enrollees may choose from 1, 2, 3, or 4 of these options on the list.
What is all four of them?
On FLTCIP, all transfers are this temperature.
What is warm?
The Customer Service Model is comprised of these four elements.
What are Engage, Clarify, Build, and Resolve?
Whether or not the call comes in verified, PROs must verify a third piece of information. the client recommends this one.
What is the email address?
As a rule, PROs capture this many pieces of approved information to verify an account.
What is three?
Future Pension Option, Future Paid Up Option, Final Payment Option, or Future Purchase Option
What is Future Purchase Option?
The enrollee says they have lost their ltcfeds.com login credentials, so we can encourage them to do this.
What is to retrieve their account?
It's important to ask on every call for this piece of information in CARE when we see that it's absent.
What is the enrollee's email address?
After verifying security, PROs can view the enrollee's current inflation option in CARE on this tab.
What is the coverage summary tab?
CXOne Max statuses are different for WSOL/WCX PROs who use only Available, ACW, and this: _____________.
What is offline?
A submission labeled NIGO, meaning not in good order, will be scanned into this system, where PROs can look to help to identify errors in the application.
What is IMAGE?
An enrollee has a concern about their bill, so our PROs will choose from xFLTCIP Claims, xFTLCIP Billing, or xFLTCIP Rates to get the caller to the most helpful place.
What is xFLTCIP Billing?
TRUE or FALSE--PROs will share TWO EDP options with ACIO enrollees that keep premiums near the current level.
What is false?
TRUE or FALSE: Long Term Care includes hospital visits and recovering from surgery.
What is False? (and no, this isn't a question about security.)
PROs will answer the call in one, two, or 5 seconds.
What is 2?