Account Reset
What script do you use for resetting a password
Creating and Managing your Healthcare.gov Account
Do you close the call when transferring to a supervisor?
no
what category does this scenario fall under
We just had a baby. How do I add her to my plan?”
Health Insurance Coverage
How many pieces of information is needed to pass disclosure
3
What are the tabs at the top called
Screens
You can transfer to ARC anytime as long as it is between normal business hours
No- it must be flagged
what category is this
I have 3 children, but my oldest daughter turns 21 in a few months. Is she eligible for Marketplace coverage?”
General Inquiries
What pieces are required for disclosure
name and dob
What are the tabs in the middle
view
True/False: In order to unlock account the Identity proofed should show yes
true
What is it called in NGD that shows record flagged for ARC
Consumer Indicators
What catagory
"I need that form, i only have ten days"
Taxes
How do you get you "receipts" in NGD
logging sub-activity
what is the tool called in NGD for notes
dashboard
What is the step by step visual guide called when helping consumer create marketplace account.
How a Consumer Creates a Marketplace Account
What all lines of business can you transfer to?
Tier 2
ISG
ARC
What category
"My plan ended me for nonpayment, but i have never missed a payment"
Plan issues
what caller type may discuss everything and anything with you
a social caller
How many ways can you close a call
2
How long do consumers have to verify email?
six months
What category
"I received a letter I am going to lose my tax credit"
Data matching issues
can you paraphrase all scripts
NO-only the read scripts
What should you do before closing a call
Notes, language , caller relationship