Privacy and Disclosure
What pieces of information you can use if the consumer doesn't want to give you there first name, last name, or DOB?
Application ID number & State
You receive a call from Simone. She is calling because she received a notice asking her to submit additional documents to prove her daughter Madison’s income, but she says that she already sent in the documents. Where should you go in Next Generation Desktop to see the status of all data matching issues associated with the application?
The DMI Status field on the FFM Individual Application Detail screen DMI view.
What would you say if a caller is speaking Spanish ?
Un momento, por favor” (oon moe-men-toe, pore fah-vore).
Name 3 Screens in NGD..
FFM Contact, FFM Scripting, FFM Activities, FFM Agent Partner Search, FFM User feed back...
You receive a call on December 8 from Ava Torres. She is applying for coverage for herself and her family. She lives with her husband and 2 kids who are attending college: James, 21, who is still claimed as a dependent, and Daniel, 27, who is not claimed as a dependent and files his taxes separately. What should you do when you see attestation language while completing Mrs. Torres’s application?
Read each attestation word for word and check with Mrs. Torres to make sure that she understands and agrees before continuing.
You receive a call from Matthew Scott, who is calling on behalf of his parent.... After you’ve confirmed that Mr. Lowery is not the consumer, what are the next steps in helping this caller? Day 1 Lesson 04: Protecting Consumers’ Privacy instructor guide, “Checking for Authorizations” section
A. Search for the consumer’s record, open a call record, and confirm that an authorization is on file for him before helping the caller with questions about this account.
(2nd part from 1st question) Where do you go to view the notice Simone received?
The Documents view on the FFM Contacts screen.
You hear the headset whisper “Marketplace,” but the call is from a Spanish-speaking consumer and you do not speak Spanish. How do you proceed in helping this consumer?
You transfer the call to a Spanish-speaking CSR
How do you close a call?
The Activities view or Applications view.
You receive a call after the open enrollment period from DaTwana Williams. She lost her job, and her wife no longer have coverage through her previous employer. She wants to know if her and her wife are eligible for coverage through the Marketplace. What is your next step to help Ms. Williams?
Check to see if there is an active special enrollment period on the consumer’s application
What 3-pieces of information you need to pass disclosure?
First name, Last name, DOB
Tia calls and says, "You were so helpful when I called last month. Can you help me with this other situation? I just got a letter from my plan telling me that the plan I chose doesn't cover certain services, but I have the option to enroll in a different plan. Can you help me with this?” After checking consumer messages and not finding any related messages, what script would you use to help this consumer?
Refer to the Plan-Specific Issues (Letter Received) script.
Which section of the Income Information for the Marketplace Application script should you use when helping Alica with entering her income when she informs you that hard to predict due to being a nail tech?
How Do I Enter Self-Employment Income?
ARC Left Message
HICS Escalation
Age 43
This information can be found in what section of NGD?
Consumer Indicators
Mrs. Torres works full-time as a paralegal, earning $35,000 a year, and her husband is a fisherman who works March through October each year, earning $40,000. Which tool should you use to help you correctly enter their fluctuating income?
The Monthly Calculator
What 3 scripts do you need to log on every call?
Welcome scripts, State and Authorization
When is Open Enrollment?
Nov 1st- Dec 15
You receive a call from a consumer who is Russian and isn't fluent in English. He is able to provide you with his basic information so that he passes disclosure. However, you are not able to communicate with him any further. How do you proceed in helping the consumer from here?
You follow the process of connecting to the Language Line for translation assistance and proceed with the call
You receive a call from a Navigator who has questions about his client, Robert Mosley’s, Marketplace coverage. What are your next step on NGD?
Navigate to the Authorizations view to verify if the Navigator has an active authorization.
You receive a call on December 8 from Ava Torres. She is applying for coverage for herself and her family. She lives with her husband and 2 kids who are attending college: James, 21, who is still claimed as a dependent, and Daniel, 27, who is not claimed as a dependent and files his taxes separately. Who can Mrs. Torres include on her application as members of her household?
Herself, her husband, and her younger child
You receive a call on March 12 from Elizabeth Mitchell, who needs help logging in to her husband’s HealthCare.gov account. Mrs. Mitchell confirms that she is not an applicant and is not the application filer. You check to see if she is an authorized individual on Mr. Mitchell’s account, and you notice that the authorization has expired.
Ask to speak to Mr. Mitchell so that he can pass disclosure and you can add an authorization to his record
P calls the Marketplace because she has a problem with her Form 1095-A. The Social Security number (SSN) on it is not hers, and she’s concerned that she won’t be able to reconcile her taxes correctly. What should you do to help her?
Tell P that she can correct her SSN on her Form 8962.
In some cases, you may have up to_____ to enroll in coverage or change your plan.
60 days
If a consumer call and their information pop up in the FFM Consumer section and NGD Consumer and everything match, what will we do?
Meger the records
King calls on August 13 because he lost his employer coverage on July 31. He wants to know what he needs to do now to get health coverage. What should you do next to help him?
Create a new application to report the loss of employer coverage.