BASICS 101
WHAT IS THE FIRST THING YOU ASK WHEN OPENING A CALL?
FIRST AND LAST NAME
AND DATE OF BIRTH
WHERE IN NGD WOULD YOU TAKE NOTES?
THE DASHBOARD BUTTON
WHAT IS THE 3 MAIN SCRIPTS YOU LOG ON EVERY CALL?
WELCOME SCRIPT
STATE SCRIPT
AUTHORIZATION AND DISCLOSURE SCRIPT
WHAT IS 2 ITEMS A CONSUMER MUST COMPLETE IN ORDER TO CREATE THEIR HC.GOV ACCOUNT?
EMAIL VERIFICATION
IDENTITY VERIFICAITION
CSR NOTE OR ACTION
WHAT MUST BE VERIFIED ON EVERY CALL
DISCLOSURE
WHERE IN NGD WOULD YOU USE TO LOCATE SCRIPTING?
WELCOME MAT
WHAT SCRIPT WOULD YOU USE IF THE CONSUMER NEEDS TO UPDATE THE APPLICATION?
REPORT A LIFE CHANGE
WHAT MUST BE VERIFIED BEFORE YOU CAN HIT THE PASSWORD RESET BUTTON?
IDENTITY MUST BE VERIFIED
HOW LONG DOES A CSR HAVE TO GET BACK TO THE CONSUMER ONCE PLACED ON HOLD?
NO MORE THAT 3 MIN
WHERE DO YOU LOCATE THE MEDICAID NUMBER FOR THE STATE THE CONSUMER IS CALLING FROM?
AGENT PARTNER SEARCH
WHERE IN NGD WOULD ALLOW THE CSR ACCESS TO COMMUNITCATE TO THE COMPANY OF ANY IDEAS FOR SCRIPTING UPDATES OR CONSUMER INPUT
THE FEED BACK BUTTON
WHAT SCRIPT WOULD YOU USE IF THE CONSUMER IS NEEDING TO APPLY FOR COVERAGE AND IS NEW TO THE MARKET PLACE?
ON-LINE LEAD IN SCRIPT
CAN THE CONSUMER CHANGE THEIR USER NAME ONE THE ACCOUNT IS CREATED?
NO
THE CONSUMER CAN NOT CHANGE THE USER NAME, HOWEVER THEY CAN UPDATE THE EMAIL AND OR OTHER INFORMATION ON THEIR PROFILE
WHAT SCRIPT WOULD YOU USE TO FIND OUT WHO CAN BE ON THE APPLICATION?
APPLICATION PROCESS SCRIPT
CAN A CSR TALK WITH A MINOR ON THE PARENTS BEHALF IF THEY DON'T SPEAK ENGLISH?
NO
AT NO TIME CAN A CSR TALK WITH ANYONE THAT IS UNDER 18 YEARS OLD. IF A TRANSLATOR IS NEEDED, CONTACT THE LANGUAGE LINE
WHERE IN NGD WOULD YOU LOCATE THE STATUS OF A DMI?
DMI TAB VIEW OR DOCUMENTS VIEW
WHAT SCRIPT WOULD YOU USE IF THE CONSUMER IS NEEDING TO VERIFY THEIR INCOME TO THE MARKET PLACE?
RESOLVING DATA MATCHING ISSUES
CAN THE CSR CREATE A HEALTH CARE.GOV ACCOUNT FOR THE CONSUMER?
NO
HOWEVER THE CSR CAN STAY ON THE LINE TO ASSIST THE CONSUMER WITH ANY QUESTIONS
ESCALATE OR TRANSFER?
IF THE CONSUMER IS STATING THE PLAN IS NOT SEEING THEIR ENROLLMENT
ESCALATE TO HICS
CAN SOMEONE VISITING FROM ENGLAND ENROLL IN MARKET PLACE COVERAGE WHILE THEY ARE VISITING THE USA?
NO
CONSUMERS OF THE MARKET PLACE NEED TO BE A US CITIZEN, US RESIDENT, OR LAWFULLY PRESENT TO ENROLL AT THE MARKET PLACE
WHERE IN NGD WOULD YOU FIND A CONSUMERS AGE, AND IF THERE IS A MESSAGE OR IF THERE IS A CURRENT HICS ESCALATION IN PLACE?
THE CONSUMER INDICATOR BOX
WHAT SCRIPT WOULD YOU USE IF THE CONSUMER IS STATING THE PLAN DOES NOT SEE THEIR ENROLLMENT?
PLAN ISSUES SCRIPT
WHAT MUST MATCH IF YOU ARE TRYING TO LINK AN APPLICATION?
first name, last name, city, state, and ZIP Code used to create your HealthCare.gov account exactly matches the information the household contact provided in your original application
ESCALATE OR TRANSFER?
THE CONSUMERS COVERAGE DATES ARE WRONG ON THE 1095 A FORM?
TRANSFER TO TIER2 FOR COMPLEX TAX QUESTIONS