Friday FunDay!!

Maestro Intents

100

What is the intent you use to mail out an ID card

^{Send non Marketing Materials}

200

What is the intent you use to quote benefits. (medical)

^{Review Medical Benefits}

300

What intent do you use to change the PCP? 

^{Search and assign a Provider.}

400

If you needed to change, add, or remove an (AR) Authorized Representative which intent would you use?

^{Manage Axillary Persons}

500

When navigating Maestro why would the member not pull up after you select them and it goes to a screen asking for member information but not in the case?

^{You didn't click the box on first screen saying caller was member. :)}

Systems

100

What is the system do we use that is a reflection of our PAY!  

^Estart

200

What system would you view your coaching's in? 

^Pulse

300

Where is the most updated system to view, change, or put in PTO for our schedule.  

^NICE

400

What system do you use to report to first so a TL can help you if Omni wont load or you are having system issues?

^{QC Quick Connect}

500

Upon entering for your day you enter 3 screens.  What are the three steps to get to your production Teams to launch your calls.  

^{1. Desktop} 

^{2. VDI (remote desktop, concentrix)}

^{3. Citrix, Omni, production}

Benefits

100

The food benefit is called?

^{Healthy Food benefits}

200

What does IBAGG stand for? 

^{Intranet Benefits at a Glance.}

300

Tell me how will you know the difference between coinsurance and copays?

^{Coinsurance is a %, copays is a dollar amount}

400

If a member was going into surgery and they want to know how much which benefit would this be?

^{Outpatient Surgery}

500

What is the database we use to find providers? What is the intent to initiate finding a provider?

^{Rally: Search and Assign a Provider}

Useful Facts

100

Basic steps of a call?

^{Greet the caller}

^{Offer assistance}

^{Hippa Verify}

^{Closing/Documentation}

200

What is the difference in Medicaid and LIS?

^{Medicaid:  State program that pays as the secondary insurance.  It tends to pick up copays, deductibles, and coinsurance.}

300

When the member is expressing anger or complaining on a beneift, provider, or service within UHC we file a ___________.  

^{VG Verbal Grievance}

400

In your own words what is the difference in empathy and sympathy.  

^{Top reasons why empathy is better than sympathy. When you have sympathy for someone, you pity the concerned person. But when you have empathy you literally feel the agony or any other emotions that person is experiencing. When you sympathize you show pity, whereas when you empathize you show sharing of feeling.}

500

What is the benefit called for the first visit within the first 12 months?

^{Welcome to Medicare visit}

KC Articles

100

What KC would you use for transportation numbers?

^{Transportation Numbers  KM1007430}

200

Where would you go to find a Community and State C&S numbers?

^{Community and State   KM1005373}

300

Where would you go to find your correspondence address and fax numbers for document? 

^{Correspondence Address   KM1213750}

^{Auxiliary Persons - Address and Fax Number   KM1005733}  

^{Fax Numbers  KM1213755}

400

What is the KC for looking up Medicaid levels.  

^{DSNP - Cost Share   KM1014565}

500

What KC is used to look up LIS Low Income Subsidy?

^{Low Income Subsidy LIS - 2021 LIS Levels KM1235067}