Flexible Services
What is the maximum amount a member can receive each calendar year through Flexible Services?
$1500
True or False - You will help a member complete and submit an HRSN application.
False
Name the two systems where you must leave call notes.
QNXT and UniteUs
What system is used to look up member details to assist with verifying HIPAA, determine eligibility, route call tracking notes if necessary, etc.?
What does the acronym HRS stand for?
Health Related Services
These two request types always falls under Flexible Services — there is never an HRSN overlap.
Security Deposits
Moving Supplies
Under HRSN Housing, how many months of rent help can be covered?
HRSN Housing can cover 3 to 6 months of rent help (depending on eligibility)
What is the greeting you should use when a Jackson Care Connect member calls for assistance?
"Thank you for calling Jackson Care Connect Health Related Services. My name is [insert name]. How can I help you today?"
A member calls in to check the status of their HRSN application for rent. Name the system/location you would access for this information
HRSN Status Tracker
Name all three of the CCOs you will be servicing as a CareOregon customer service representative
Health Share of Oregon (HSO)
Jackson Care Connect (JCC)
Columbia Pacific (COLPAC)
True or False - A Netflix subscription or any other subscription type could be covered through Flexible Services.
False
Name the three main requests members can apply for through HRSN
Climate
Housing
Nutrition
If a call needs to be routed, we edit the note and change the Assigned To field to _____________.
Health Related Services
Name where an address change needs to be submitted for a member.
CCO Data Submission Tool
What should you ask the member if you have to place an outbound call for any reason? (i.e. the call disconnected)
Ask the member if they are in a safe space to discuss PHI
How will a member know if their request will be funded?
A decision letter will be mailed to the member
Name at least one eligiblity requirements a member must meet to receive support through HRSN.
Have a current medical condition and/or life situation
First and Last Name
DOB
Address
In QNXT's Termination Date column, what does a blank spot mean?
A blank spot in the Termination Date column means the member has a current plan
True or False - If a member's coverage lapses prior to receiving funds for their request, they are still eligible to receive those funds.
False
This type of service can be requested through Flexible Services as long as __________ are not included in the application.
Utilities
Keep members in their current home
If there are relevant call tracking notes within the past 6 months found, you will hit the radio button next to the note and then select _______.
Edit
This internal CareOregon system is used exclusively by CSRs to confirm a member's physical or dental health plan assignment. Providers do not have access to it.
COWA
If a member speaks a language other than English, you should __________.
Offer to get an interpreter on the line and proceed following the interpreter process should the member accept