CSR
Name two pieces of information needed to secure the call
What is "Participant's name, Date of birth, Zip code or Phone number "
Must enroll
Must Contact
Must Opt in
Automatically Qualified
What is "funding requirements"
Double Jeopardy
Name all Core Values
What is " Client Focus, Teamwork, Integrity, Respect and Excellence"
Orange Boxes are required to be read
What is "Verbatim"
What type of Template is the following?
First and Last Name: <name>
Last 4 of SSN: <L4SSN>
Zip Code: <zip code>
Client: <client>
Date retired from Client
Date of Birth: <DOB>
Phone Number: <num>
Referred by employer/letter: <ClientName>
Medicare Eligible: <Yes/No>"
What is " Not in SSC template "
The process of transferring information from SSC to OSC
What is "Mapping"
What are the two ways a participant can obtain a funding claim form
what is " by mail or print from website"
Name 2 parts of Original Medicare
What is Part A (Hospital) and Part B (Medical)
Double Jeopardy
Special enrollment Period that last 7 months
What is "ICEP"
When creating a new SSC Record what team might you need send an incident to?
What is " Data Team"
What step do you take when a participant calls in to update their address and the zipcode changed?
what is " transfer to BA" (benefit advisor)"
Double Jeopardy
Name 2 TPAs aside from HRA Services and Funding Administration
What is "YSA, Wage Works, A&I, Aon"
What do you state at end of CSR call flow?
What is the "Closing statement"
Enrollment Period that last from January 1st- February 14th
What is " Annual disenrollment Period"
What team would you submit an incident to if participant states they have not received any correspondence from the Insurance company and SSC states application has been dispatched for 32 days.
What is " Carrier Team "
Double Jeopardy
What are the steps to printing a form online
What is "logging in/ register, funds and reimbursement tab, and personalized forms tab"
For an automatic reimbursement where the payment shows mapped. How long can it take (Before Chatting AR HelpDesk) before it shows as "sent to the HRA Administrator"?
What is "7 Business Days or Less"
This type of call comes in with no account information
What is an " unauthenticated call"
Type of Application that allows you to go straight to voice signauture
What is a " Hybrid Application"
The client guide states to do this when processing a death notification for an IBM retiree.
What is "Create an OSC Death Notification Incident. Refer to Benefits Center."
What is required when someone calls in on behalf of a deceased participant requesting information and they are not listed?
What is "Executor of Estate" (EOE)
What information needs to be included in chat template used to chat AR Help Desk for missing payment in SSC?
What is
Plan Name, Type, Carrier:
Payment Amount:
Billing Frequency: <Monthly, Quarterly, Annually>
Method of Payment: <SSA Deduction, Credit Card, Electronic Transfer, Paper Check>
Date of Payment:
Month(s) in Question:
Issue: Missing Payment
True or False
You cannot have Rollback without having Rollover.
What is "True"
When entering in the credit expiration date and it asks for Month, day, and year what would the day be if participant provides you with 04/2020
What is " 04/30/2020 "
Double Jeopardy
Which call reason would you use if you come across a duplicate record for the same participant in SSC, and one record shows they are linked to a specific client where the other does not have a client listed?
What is " Account Merging"