Handbook
How many outbound calls does clark resources conduct annually?
4,000,000
Which below is listed on our members ID card?
A. Assigned PCP
B. Imputed PCP
A. Assigned PCP
Where would you take a sick boat?
To the dock.
How much time are we aloud in after call work?
2 minutes
Clark resources is a ____ Hour Call Center
24
What is the difference between an exempt and nonexempt employee?
Exempt employees are paid on a salaried basis and are not eligible to receive overtime pay
Nonexempt. Nonexempt employees are paid on an hourly basis and are eligible to receive overtime pay for overtime hours worked.
What are the first 5 CCD quick links listed?
Member Search
Dashboard
Claims
Order ID Card
Member Call History
Why did the fly never land on the computer?
He was afraid of the world wide web.
What should be our first step, when getting an error notification when trying to log into voice?
unplug green wire and plug it back in
Which address does a member have to verify?
Both
What is Clark Resources Core Values based off of?
RESPECT
Responsibly provide a great member experience. Empathetically service the needs of each member. Support the client’s mission. Passionately take the extra step to assist each member. Encourage colleagues so that they can be the best they can be. Care for both our internal and external customers. Thankfully accept our careers and the opportunity to make a difference in the lives of others.
TRUE OR FALSE
To schedule a call back for a member in CCD for GIC we go to follow up -- Create follow-up/worklist item?
False - Call back requested in clark campaign
I travel all around the world, but never leave the corner. What am I?
A stamp.
What does the 'My statistics' tab on the main/dashboard show us?
How long you have been in each status, and how many calls you have taken.
How do we log into our Avaya Phone?
Press Login
User Name - Enter 7 digit extension
Password - Last 4 digits of extension twice
Press Enter
What does SMART stand for?
a) Specific
b) Measurable
c) Achievable
d) Realistic
e) Time-bound
Which topics in clark campaign can we not use?
Eliza Redetermination, women's health, SNAP
What kind of room has no doors or windows?
A Mushroom.
What does "my History" tab on the Main/Dashboard screen show?
A record of your calls for the day
To see more about the interaction, click it, and the phone number information will appear below, this can be used as a "called ID" function
What do we look under budget authorization for?
To see of members with CYS
How long in advance must FMLA Leave be requested?
30 Days
What is XY in CCD?
Pharmacy
Which word in the dictionary is spelled incorrectly?
Incorrectly.
What wrong with a cold transfer?
There is no guarantee we have called and are transferring the member to the correct number.
The member is going to have to repeat themselves.
It makes the member feel as though we are less involved in the process of helping them, and like we are not as invested in solving their problem.
What States are Clark Resources Certifications in?
INDIANA
PENNSYLVANIA
KENTUCKY
MARYLAND
ILLINOIS
MISSOURI
NMDC
VIRGINIA
TENNESSEE