Show:
Enrollment Center
Systems
Scripts
Prescreening and Scenarios
Workstates and Dialing out
100
What county do we assist for Medi-Cal Applications only?

San Diego

100
What system do we use to call clients?

Incontact (Nice cx one)

100

What is the initial script we use when greeting a client for an appt?

Greeting and authentication script

100

A client mentions that they need Medi-cal for their children?

What is the first thing that you ask?

100

What is the workstate that we select when we are looking at a case before we call a client?

EC Case Review

200

If you are requesting PTO, what is the process?

For PTO you need to send an email and your supervisor will tell you ahead of time if PTO has been approved. Please ask for PTO 2 weeks in advance

200

What are the  things we look at when authenticating?

Name

Last Name

DOB

last 4 of SSN, 4 digit pin

200

What script do we use when we want to ask client about income, HH size, Cit?

Prescreening Script

200

How many months of income does a client that is self employed needs to provide to get an average of their income?

3 months

200

What do we select when calling for a scheduled appt?

EC Scheduled Appointments

300

If you are running behind on an appt what should you do?

Reach out to the team for support. Add it on the available appts sheet.

300

What is the system where you can save your information like scripts, notes, income?


Hint: its like an online binder

One Note

300
What is the script we use before we proceed to the application portal?

Opening Script

300

How many days does a client need for restoration?

30 days

300

What do we select when calling for a telephonic signature?

EC Tele Sign

400

What are the Enrollment Center hours?

  7 am to 6:30 , Mon to Friday

400

If you are on teams what status should you always use?

Available

400

What is the script we use to thank the client and explain the next steps in the process?

Closing script

400

Up to how many months can Medi-Cal be retroactive?

3 months

400

What is the workstate that we use when we check our cases and check in with clients?

Follow Ups
500
What are a few things you may do if your client is a no show?

Be on available and help with inbounds

Work on Follow Ups

Work on your QC

500

What are the 2 things we need to complete after the application?

Telephonic Signature

Intake and Form

500

What is the final script called?


Hint: it is only 3 minutes

Telephonic Signature

500

A client mentions they need to change their plan and want to know what Dr to select. What do you tell them?

Health Care Options

500

If you are in a meeting or coaching what is the workstate that you select?

Coaching/Meeting