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Soft skills
Salesforce
Resources
Quality
Miscellaneous
100

Name a soft skill that makes a call center agent successful.  

  • Energy and Tone
  • Active Listening
  • Building rapport
  • Problem-solving/ overcoming Objectives
100

 For actions besides redetermination like PCP changes- Three pieces of non-public information must be verified. What should we ask to verify?

• MEMBER ID 

• DOB 

• Address and Phone number (must be combined) 

100

What lines of business can you find information on in Epaces?

Medicaid

HARP

EP 3

EP 4

100

What tools or resources should you have ready to complete a NYSOH Application like a pro?

  • NYSOH Script/ NYSOH questions
  • Call Flow Chart
  • Salesforce
  • Epaces
  • Plan Benefit Summary
  • QNXT
100

Name one homemade sweet treat that was present at retention and development day?

Nadine's Brownies

200

Name a way to build rapport with a caller.

  • Use their name
  • Show empathy
  • Make small talk
  • Smile through your voice
200

Name something you should update in Salesforce before closing out a case.

  • Case Status
  • Case Notes / Resolution Summary
  • Application ID
  • Renewal Type
200

True or False

Change Confirmation Process-Medicaid members receive confirmation letters within 7 to 10 business days after a PCP change is made. 

True

200

What’s included in the Plan Benefit Summary?

  • Copayments
  • Deductibles
  • Premiums
  • Pharmacy Benefits
  • Renewal Window
200

How many reps on the team speak 4 different languages? 

2 reps

Yin Lew -Mandarin, Cantonese, Singapore & English 

Rong Chen (Joey)-Mandarin, Cantonese, Fuzhounese & English 

300

What’s something that can improve first call resolution?

  • Product knowledge
  • Asking the right questions
  • Listening carefully
  • Using available tools
  • Taking ownership
  • Probing 
300

What’s something that should always be included in a case note?

  • Customer’s concern
  • Steps taken
  • Resolution (if any)
  • follow ups
300

How do we walk a member through the steps of signing up for the member portal?

Step 1: Go to My Molina (MiMolina.com en Español)
Step 2: Enter your Member ID number (or social security number), date of birth and zip code
Step 3: Enter your email address
Step 4: Create a password
Step 5: Now you’re ready to login and use MyMolina.com!

300

What should your closing call checklist include?

  •  Re-cap the call
  •  Brand the call (Name, Department, Company)
  •  Provide Hours of Operation
  •  Share our Telephone Number
300

How many reps share a birthday in the month of December?

5 reps

Doris 12.17

Joshua 12.10        

Kimberly 12.23

Sylvia 12.28

Taushi 12.29

400

Name a reason a customer might get frustrated during a call.

  • Long hold times
  • Repeating their issue
  • Transferred too many times
  • Agent sounds scripted
  • No resolution
400

When should a case be submitted on the sales side of salesforce? 

  • New member(s)
  • Outside of renewal window
  • No case found
400

What are some things you can find in the Attributes/Share if Cost tab in QNXT? 

File: NYSOH (834) or Roster (MCE)

CAC ID of assistors

Case number for the family

Display if member has Public assistance/SSI/Foster care cases.

CHP accts premium

400

What are the three known NYSOH disclaimers?

 Privacy Policy

Asset verification

Term, Rights & Responsibility (TRR)

400

What are the names of each team?

Que Crusher

Success squad 

Jeanette's Winning Circle

Power House

500

What’s a calming phrase a customer wants to hear from an agent?

 

  • “I understand.”
  • “I can help you with that.”
  • “Thank you for your patience.”
  • “Let me look into that for you.”
  • “I’m sorry for the inconvenience.”
500

What Campaign codes should we be using on the sales side of salesforce? 

SM-NY - General Call Center lead/referral

SM-NY- Recapture/Disenrolled


500

What are some things you can find on the Molina member portal?

  • Print a temporary Member ID Card
  • Request a new card if you have lost yours. This will be sent to you
  • Change your provider
  • Check your eligibility
  • Update your contact information
  • Get reminders for health services you need

 

500

What does a proper HIPAA verification looks like in a household of 5, when  3 members are Molina and the other two are on Fidelis?

HIPAA verify everyone in Salesforce, ask (Full name, DOB)

And additionally then ask to verify additional member with (Full name, DOB)  after receiving application

500

Name a rep that is part of the retention book club?

Pablo ,  Carolina 

Kimberly

 Abigail 

Kady 

Cristina