Do's/Don't's
I don't know any verifiying information, can you still help me?
What is DON'T?
Task: Transfer to OPA
My daughter gave me custody of her children & I want to add them to my case.
What is TRANSFER?
Reasoning: We can not edit process.
I am finished (touching a case), my next step is...
What is enter a case note?
Reasoning: You must enter a case note each time you touch a case.
What is MA?
What is Medicaid?
How soon are you required to respond to a Supervisor/Lead in Teams?
What is 3-5 minutes?
Client is at Dr's & needs case approved now. Can we do this?
What is DON'T do?
Reasoning: We can not process, edit or alter cases.
Task: Transfer to OPA
Does Medicare cover dentures?
What is TRANSFER?
Task: Advise client to call 1-800-633-4227.
A client is wondering if their case has been approved/denied. Where do I look?
What is both case notes & correspondence?
What is HMK?
What is Healthy Montana Kids?
What should your status be in Teams during your shift?
What is Available (Green)?
I moved from Bozeman, MT to Helena, MT, can you update my address?
What is DO?
Task: Update Address
I didn't get my approval notice, can you resend it?
What is DON'T transfer?
Task: CHIMES>Left Nav>Correspondence>Select dates>Search>Preview (to make sure its the right correspondence)>Previous>Central Print.
Be sure to case note each time you touch a case
What else can I find information on the case from EC's who touched it previously?
What is case notes?
What is the Hotline #?
1-888-706-1535
If you need assistance, who should you tag?
What is a Supervisor/Lead?
I lost my child's ACA HMK Medicaid card, can you replace it?
What is DON'T do?
Task: Advise them to call Blue Cross/Blue Shield at 855-258-3489.
Reasoning: We can only replace MA; not HMK cards. HMK is covered by BCBS.
I want to add my MBI #, can you do this?
What is TRANSFER?
Reasoning: Its Medicare related. Transfer to local OPA of client.
What is one important step when finishing a case?
What is a case note?
Reasoning: You must enter a case note each time you touch a case
How long does it take to process a renewal?
During meetings, what should your mic be on?
What is MUTE?
Can you tell me if my boyfriend was approved? I am not an authorized rep & we're not in the same household?
What is DON'T do?
Task: Inform them that we can not assist them due to them not being a member of HH or an Authorized Rep
Reasoning: This violates the HIPPA law & its illegal.
My Medicaid isn't approved yet & I submitted my renewal in July. Can you help me just this one time?
What is TRANSFER?
Reasoning: We can't process, edit or alter cases
Where can I find out what was sent to the client in July?
What is correspondence?
What is QMB?
What is a Qualified Medicare Beneficiary?
When you're on your breaks/lunch, where should you post this?
What is New Hire Chat Group or your Team's chat?