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Member Eligibility
Tools & Resources
Self-Service Features
Compliance
Random
100

What helps Medicaid assign eligibility categories for members?

Hint: Use MENTOR "Dual Eligible Member Overview"

income & resources

100

What resource is used as guidance for ADVOCATES about policies and procedures when handling calls?

Mentor

100

What are 4 different frequently used web browsers?

  • Chrome
  • Firefox
  • Internet Explorer
  • Safari
  • Others
100

Click to reveal.

Go again and if answered correctly you get double points!

100

What is your job title with Humana?

Healthcare Advocate

200

Can members enroll in a VPP even if they are NOT dual eligible?

Hint: Use Mentor "Dual Eligible Members Overview"

Yes

200

What application allows ADVOCATES to have user access for several cross-system functions with a single button?

DIG BOT/DIG Toolbar

200

What is the self-service tool called that allows members to search providers in their area?

Find Care via FindCare.Humana.com

200

What 2 things could be considered a unique member ID?

Hint: Use MENTOR "HIPAA Overview"

Humana/CarePlus ID# & Social Security #


200

What does CRM stand for?

Customer Relationship Management

300

In QuickStart+, what is the Classification and Intent when a member calls in regard to any of the following:

  • Enroll in a new Medicaid plan
  • Disenroll from Medicaid entirely
  • Stay with their current Medicaid plan

Hint: Use MENTOR "Open Enrollment for Existing Medicaid Members Overview"

  • Classification: Enrollment 
  • Intent: Open Enrollment
300

Click to reveal.

FREE POINTS!! YAAaayy.

300

What mentor is used to give steps on resetting a password in DAM?

Password Reset in DAM

300

What MENTOR gives guidance on Potential Bad Actors Calls?

Hint: Use MENTOR "Incoming Calls Overview"

Phishing Calls Guidance

300

What is the humana plan name for SC?

Humana Healthy Horizon in SC

400

What 4 things need to be documented when a member calls to request materials from Humana?

Hint: Use MENTOR "Requests for Member Materials"

  • Name of the reordered communication
  • Order confirmation number
  • Name of system material was ordered from
  • Expected turnaround time for ordered materials
400

What MENTOR can be used as a resource to access CRM Service Procedure, overview, and reference documents?

CRM Service Documentation Table of Contents

400

Where can ADVOCATES review potential MyHumana Mobile App outages?

Hint: Use MENTOR "Resolve MyHumana Mobile App Issues"

Associate Support Center

400

What 3 things should all calls and correspondence capture within CRM to record?

  • Who called or submitted the request
  • Who the call or request is about
  • The reason for the request
400

What is your systems VPN name?

Cisco Secure Client OR Global Protect

500

What email can ADVOCATES use to ask questions about the use or functionality of the MyHumana ID Card Center or ID Card Viewer?

Hint: Use MENTOR "ID Card Medicaid Overview"

MedicaidIDCardTeam@Humana.com

Note: This is for INTERNAL use ONLY!

500

What tool can Advocates use to quote base and expanded plan benefits for active Medicaid members?

DEBUT

500

What are the steps for members to view their Humana ID Card?

Hint: Use MENTOR "MyChart Member Experience Overview"

1. Within the MyChart.org or MyChart mobile app

2. Click Insurance Summary.

3. Go to the Coverage Overview page.

500

Define Power of Attorney Type C for both ALIVE and DECEASED.

Hint: Use MENTOR "Power of Attorney and Executor of Estate Medicare and Medicaid Overview"

  • When alive:
  •  The power of attorney is the member's court-appointed conservator or guardian.
  • - Members can't make their own decisions.
  • - Valid for all health care decisions.
  • - Replaces all other power of attorney types on file.
  • When deceased: The following documents are provided to document the executor of estate:
  • - Court documents
  • - Executor of estate
  • - Last will and testament
500

What is the Humana Help Desk contact #?

888-224-2700