Recalls
How Many Times to we call a Recall?
Answer: Once bc they are not scheduled calls
Your Neighbor dogs are barking how would you handle this?
Answer: Due to HIPPA no background noise is allowed let TL know that way they can move your call.//Move to a different room in the house//Communicate with Neighbors
How do you know you must ask the verifier about employment?
Answer: If the applicant is 18 or older.
Do you need to send a correction email if the applicant wants to update their credit card info?
Answer: Yes
What must you do if you stumble while reading a legal section?
Restart the sentence and read it verbatim.
Answer: The call disappears after completion and the app id may be requested by TL.
Can background noise during a call result in an auto-fail?
Answer: Yes.
Are side conversations allowed during the call?
Answer: No
Does a 3rd Party billing address change require a correction email?
Answer: No.
What should you do if an applicant denies having a condition listed on the application?
Answer: Send a Discrepancy email. or medical correction email
In A Recall how do you handle a no longer interested
Answer: notate that on the first question and mark ignore on the rest of the questions / complete the call
What type of tab to we need to have Vcall Open in?
Private or incognito tab to prevent applicant information to be saved in our system due to HIPPA Law.
If the applicant doesn’t have the doctor’s info handy, what should the verifier ask?
Answer: Ask if the applicant has the doctor’s name so it can be looked up.
True or False
After gathering Legal verification from 3rd party do there's no need to re verify applicants name bc you had already done it in the introduction.
Answer: False
What are the 5 legal sections of the call
Answer: Intro/ACA/ Pregnancy /Adoption questions/Closing statements
3rd Party says they are no longer paying for the application how do we proceed?
Answer: Call main applicant and let them know that 3rd party is paying for application we also need to gather the person responsible to pay phone number that way we gather the 1-8:)
How long can a training last open in paycom?
Answer: No longer than 3 Work days. Everything pending in paycom needs to be done Asap in between calls:)
How long can we put the applicant on hold before we come back on the line?
Answer: 2 Minutes
If you change the initial payment do we need to send a Banking correction?
Answer: no bc it was changed in Vcall, but if we are not able to change in Vcall we do send a banking correction.
How Do we fix a wrong time punch
Answer: go to paycom and select edit fix it.
What should you do if an applicant denies having a condition listed on the application?
Answer: Add correct dd in the recall and complete it
Bonus: if the recall was not completed or information missing that would be a stop call recall with a Stop Call Recall email.
What are the require Internet Speeds
Speeds: at least 20
Bonus:
Latency: up to 30 but tolerable up to 100. (This can cause laggy systems & dropped calls)
Jitter: Ideally 30 or below, tolerable between 30-50. (Robotic voices, freezing video, dropped calls)
Packet Loss: Ideally 1% but tolerable up to 5% (Lag, poor call quality, wifi interference like getting booted from five9)
Hardwired decreases the likelihood of these issues.
How many taps of Vcall do we need to have open?
Answer: 2, to be able to navigate fast and more efficient.
Can they use Sutton Bank linked to cash app?
Answer: You can now accept additional payment methods during banking. If a payor mentions using one of these methods while you’re verifying their banking information, ask whether they gave that information to their agent or if they recognize the details being read. If they confirm, continue the verification as usual. If they don’t recognize the information, have no other payment method, and cannot provide bank authorization, end the call and refer them back to their agent.
Answer: US Health