Which key do you press to populate the results after confirming what type of appointment is needed?
F8
DAILY DOUBLE: What should you do after a caller selects a provider from the populated list?
Offer the caller a warm transfer
If a caller declines your warm transfer offer, what should you do?
Click on the remarks tab and enter the reason why
A caller wants to change the ZIP code of the search query. What do you do?
Enter the new ZIP Code in the ZIP Code field on the details tab before pressing F8
In what order should you finish the process to generate the provider referral?
Click Save, then Complete
DAILY DOUBLE: A First Level Appeal (FLA) must be submitted by letter within __ days of the EOB denial date.
90
True or False: Members can access the DHCS website to add or remove other health coverage data.
True
You are on a call when it is time for you to go to lunch. What should you do to prevent receiving another call?
Change your status to Not Ready - Lunch
You should complete all documentation for an incoming call while you are engaged with the customer. When this is not possible, you should change your phone status to:
Not Ready - After Call Work
In Genesys WDE screen, what is the name of the area where you can enter remarks?
Call Tray
If you need to refer a member to their county office about their eligibility, what action code do you use?
53 - Inquiry about eligibility referred to county social services
You are speaking to a member who is eligible only for emergency dental services. In which section of the Provider Handbook would you find the list of emergency dental procedures available to the member?
Section 10
True or False: An Inquiry Code and an Action Code are required to save or complete a service form
True
What does the acronym HLD stand for?
Handicapping Labio-Lingual Deviation
DAILY DOUBLE: Diagnostic casts (study models) should be mailed at least __ days prior to submitting the orthodontic Treatment Authorization Request (TAR).
10
True or False: Diagnostic casts (study models) are returned to the provider once the orthodontic Treatment Authorization Request (TAR) is processed.
False
CDMMIS function(s) if the provider wants to check on a specific week's bulk check amount and the status of the check.
14 + 12 + 10
Which portion of the weekly EOBs are seminar schedules printed on?
- Top
- Bottom
- Right
- Left
Bottom
What do we have to promote in every call?
Self-service tools: Provider Portal/Medi-cal Dental Website/Smile California
Find a Dentist: If you're not able to find any dentists on Macess or Smile California, what is your next option?
Alternate Provider List (APL)
How many continuing education (CE) credits are earned for attending the Advance Seminar/Webinar?
4
How often is the online Provider Training Seminars and Webinars schedule updated?
Quarterly
The HLD index should be completed within the last ___ month(s) prior to submitting for prior authorization for orthodontic services.
Three
What does the provider have to do if they misplaced their EOB and they need another copy?
Submit a request in writing to Provider Services General Correspondence
To view provider service office detail (address, phone number, county code), in the next function field type "___" and press enter. Press pause break once to return to the claim/TAR image view
INQP