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100

Which key do you press to populate the results after confirming what type of appointment is needed?

F8

100

DAILY DOUBLE: What should you do after a caller selects a provider from the populated list?

Offer the caller a warm transfer

100

If a caller declines your warm transfer offer, what should you do?

Click on the remarks tab and enter the reason why

100

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

100

In what order should you finish the process to generate the provider referral?

Click Save, then Complete

200

DAILY DOUBLE: A First Level Appeal (FLA) must be submitted by letter within __ days of the EOB denial date.

90 

200

True or False: Members can access the DHCS website to add or remove other health coverage data.

True

200

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

200

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

200

In Genesys WDE screen, what is the name of the area where you can enter remarks?

Call Tray

300

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

300

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

300

True or False: An Inquiry Code and an Action Code are required to save or complete a service form

True

300

What does the acronym HLD stand for?

Handicapping Labio-Lingual Deviation

300

DAILY DOUBLE: Diagnostic casts (study models) should be mailed at least __ days prior to submitting the orthodontic Treatment Authorization Request (TAR).

10

400

True or False: Diagnostic casts (study models) are returned to the provider once the orthodontic Treatment Authorization Request (TAR) is processed.

False

400

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

400

Which portion of the weekly EOBs are seminar schedules printed on?

- Top

- Bottom

- Right

- Left

Bottom

400

What do we have to promote in every call?

Self-service tools: Provider Portal/Medi-cal Dental Website/Smile California

400

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)

500

How many continuing education (CE) credits are earned for attending the Advance Seminar/Webinar?

4

500

How often is the online Provider Training Seminars and Webinars schedule updated?

Quarterly

500

The HLD index should be completed within the last ___ month(s) prior to submitting for prior authorization for orthodontic services.

Three

500

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

500

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