Panviva Cause Yall STILL not Using it
Provide all steps to unlock a GCNJ account when it says inactive
Select the Callers Email Address
Change Status to Active
Click Save and Sent
When will consumers have access to their 1095A and where can they view it?
Beginning Jan. 19th consumer can access, view, download and print their form from their GCNJ digital inbox.
What is the script you read when the enrollment status says Pending and the consumer wants to know why.
Your enrollment with <company name>, is pending. When your carrier receives your first payment, the system will be updated to show your enrollment status as confirmed. You will need to make your first payment, binder payment, before your effective date."
How many seconds do you have to start your greeting on a call once it comes on your line?
5 seconds. Thats it thats all
What does it mean to be a New Jersey Resident?
Maintain a permanent home in NJ where everyone on the application lives
Spend more than 183 days in the state
Have a NJ address that is used for tax purposes
What are the steps to adding an authorized representative?
Provide the Testimonial script VERBATIM
I’m happy that I was able to assist you in finding quality coverage to help keep you healthy and safe. In an effort to raise awareness of the benefits provided by Get Covered New Jersey and encourage more New Jerseyans to enroll in coverage, would you be interested in providing a testimonial about your experience?”
Oprah called in to process and application, however she is not computer savvy and does not have an email address. What do you advise?
An email address is needed when completing an application.
If consumers do not have an email address, please ask if they have an alternative email address they have access to.
DO NOT use a dummy email address
The Rock called from Horizon with the consumer on the line. The Rock said he was going to stay on the line to make sure the issue gets resolved. What do you have to ask the consumer after you verify them?
Do I have your permission to speak to this individual on your behalf and/or discuss your personal information with them on the line?
ONLY 30 seconds to Answer
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How many teams are in the NFL?
32
Provide 4 Qualifying Life Events AND provide the name of one of the documents that provides the list
Adoption or Court ordered dependent
Birth
Change in Incarceration Status
Change in Legal Presence
Death
Divorce
Loss/Gain Tax dependent
Loss of coverage through employer
Loss of Medicaid
Loss of other minimum essential coverage
Marriage
Moved into State
Pregnancy
Types of Qualifying Life Events Determine the Type of QLE
The consumer stated they received multiple 1095-A’s, and ask which one of them is correct? What should you say?
Each Qualified Health Plan will result in a 1095-A. If the consumer changed coverage in 2022, they will receive multiple forms
If the consumers employer sponsored insurance is more than what percentage of their income, can the consumer buy insurance from GCNJ WITH financial help? Where can this be found in Panviva
9.12%. This can be located in the FAQs
When during the call should you use Panviva ?
The ENTIRE call. The correct path should be followed for each question the consumer asks.
Provide an example of the correct way to ask for assistance in Floor Support. At least 3, and where this can be found in Panviva
State your question Outright
Use Professional Language
Include where you have looked for the answer in Panviva
Found Under Floor Support Etiquette
If a consumer calls in to check the status of a task what should you review? What is the name of the document you should refer to?
Connection Point Comments
Task Status and notes
Verify if further action is needed
Task Status Process
What is the script that you read if the consumer does want to provide a testimonial, however does not want to do it on the call with you? And what are the steps that you take?
“I understand. Is there a more convenient time for us to give you a call back to do so?
“ Use this link: https://forms.office.com/r/gpzi1pRGAS
To take down Date, time and contact information to call the consumer back at that designated time. “Once again, thank you and if you have opted in to complete our customer service survey, please remain on the line. Have a great day.
The Expanded Access SEP allows what?
Consumers with household incomes up to 200% of the federal poverty level to enroll at any time during the year.
What is the Proper way to close a call in order to get a YES?
Thank you for calling, I enjoyed assisting you. If you have opted in to completing our survey, please remain on the line. Have a great day
END CONTACT
DAILY DOUBLE!!! List the timeframe for the Disciplinary Action Process. (Cause yall trying it)
Coaching – Completed by Supervisor (1 time)
• Verbal Counseling – duration in effect 60 days
2 Occurrences
• Verbal Warning –duration in effect 60 days
2 Occurrences
• Final Warning – duration in effect 90 days
2 Occurrences
• Bye Bye AKA Termination
Consumer was auto renewed without subsides because they selected "I disagree" to what?
They selected "I Disagree" to the acknowledgment question at the end of their application
CSRs should only survey consumers who expressed one of what three things?
1. Happiness/excitement with the marketplace
2. Gratitude with the affordability of coverage
3. Positive experience
DAILY DOUBLE!!! What is the FULL process if the consumer uses the IVR?
If the consumer uses the IVR, you do not need to ask for the DOB and last 4 of SSN. Click on the eye to unmask DOB and SSN to confirm it matches what the consumer entered.
If it matches, please proceed to ask the consumer for either their home address or phone number
If it does not match, please proceed to fully authenticate the consumer by asking for their DOB and last 4 of SSN
What should be included in your contact record notes in order to receive a YES for accurately documenting?
If caller has called in multiple times, notate at beginning of note REPEAT CALLER.
Your EIN.
Caller's first and/or last name and title. Example.
Reason for the call using the Contact Reason and Action selected for this call.
Provide additional specific information if needed. Use Descriptions provided for each Contact Reason/Action as guidance.
Actions taken during this call.
Beyonce called in to change her plan in April because she could no longer afford her current plan. She wants to know if the amount she had paid towards her deductible will transfer. What do you advise?
Yes. A deducible may transfer to a new plan if the consumer had continuous coverage (without a single day lapse)