Show:
SHIPtalk Reporting
MSP & Extra Help
Customer Service
Plan Finder Trivia
100
What is the purpose of the Client Agreement & Authorization Form?
It is a HIPAA form that is required before collecting any personal client information. It also explains the counselor’s role and establishes trust with the client.
100
True or False The Medicare Savings Plan (MSP) will pay someone's part B late enrollment penalty?
True. Someone enrolled in QMB, may have their parts A & B late enrollment penalties covered by Medicaid. Someone enrolled in SLMB and QI1, will have their part B late enrollment penalty covered by Medicaid.
100
What is Customer Service?
Meeting the customer’s reasonable expectations while creating value for the customer.
100
True or False When using the PlanFinder, it is better to compare two pharmacies that to only look at one pharmacy option?
True. Pharmacies can price out the same medication differently, make sure compare at least two pharmacies to see if you can save the client money.
200
How often should you complete an new Client Agreement & Authorization Form?
A new form should be completed if it has been over 2 weeks since you last worked with the client, or if the client is coming in for counseling regarding a new issue.
200
A client comes in for an appointment and you identify he may be eligible for Extra Help. What websites could you go on to put in an Extra Help application with the client?
BenefitsCheckUp. Org and SSA.Gov
200
What do our customers want from a SHINE counselor?
• Friendly and caring service • Flexibility in meeting their needs • Problem solving ability • Recovery efforts when wrong • Quality
200
Is there somewhere within PlanFinder that will show the network pharmacies the plan works with?
Yes, click on "Pharmacy & Mail Order Information" under the drug tab, there is a link to view the network pharmacies in your zip code.
300
The client you met with last week just emailed you and asked you follow-up questions to her counseling appointment. You email back the answers to her questions. Should this be reported in SHIPtalk as a Client Contact?
Yes. Emailing a client follow-up information should always be counted as a new Client Contact
300
Mrs. Smith says her individual gross monthly income is $1250 per month and her assets (checking and savings combined) are $6,000. What program(s) is she eligible for?
The Medicare Savings Program (MSP)- QI1 Level and Extra Help
300
Why is it important to provide a positive customer experience?
• The client will tell other people about SHINE • The client is more likely to use our services or volunteer as a SHINE counselor • The client forms a positive opinion of DOEA, the Aging Services Network and SHINE • The client becomes a repeat customer
300
You are counseling Mr. Williams and you see the HMO plan he likes has the vision, dental, and hearing symbols listed. He asks how much coverage the plan will provide for dental. How can you find this information?
1) Within PlanFinder, you can click on "View More Detailed Cost & Benefit Information" under the health plan benefits tab. 2) Call the plan directly
400
Following your weekly counseling appointments, how long should you wait before you send in your Client Agreement & Authorization Forms?
1 week. At the end of each week, we ask that you mail in your completed Client Agreement & Authorization Forms to the AAA office in West Palm Beach, so that we can process each client's form, enter the information in SHIPtalk, and mail a copy out to the client. *Please do not forget to get the client's address.
400
Mr. Johnson comes in for an appointment and he is having problems affording his prescription costs because he just entered the donut hole. His individual gross monthly income is $1600 per month and assets $7,000. How could you help him?
His income makes him ineligible for Extra Help. You could look at prescription assistance programs, like on NeedyMeds.Org, and manufacturer programs.
400
Mr. Johnson comes in for a SHINE appointment because his plan will not pay for a service. He begins yelling at the counselor as he becomes more frustrated about the situation. How should you handle this difficult client?
When you experience a difficult moment: • First, Let them vent! • Second, , listen for feelings… • Third, listen for content • Fourth, approach it at the human level –establish a relationship • Fifth, address the business content
400
The client asks you if her doctor works with the HMO plan she has picked out, how can you find this information?
1) Within PlanFinder, click on "View provider and physician network website" under the overview tab and search on the plans website 2) Call the plan directly 3) Call the provider directly
500
Samantha phone counseled Mrs. Jones on Wednesday regarding a drug plan. Mrs. Jones asked for a copy of the plan comparison to be mailed to her. After receiving and reviewing the plan comparison, Mrs. Jones then made a call to Samantha on Friday to discuss a few questions she had with the plan comparison. How many Client Contacts should Samantha report in SHIPtalk?
As a counselor, Samantha should report 3 Client Contacts for her time counseling Mrs. Jones. 1- Wednesday Counseling Appt, 2- Mailing the Plan Comparison, 3- Friday follow-up phone call with Mrs. Jones.
500
Mr. & Mrs. Williams come in for an appointment and share that their combined income is $1540 per month and have assets of $2000. What program(s) are they eligible for and how can you help them apply for these programs?
They are eligible for MSP-SLMB and Extra Help. *The Extra Help application will take no more than 15 minutes on SSA.Gov or BenefitsCheckUp.Org. *For the MSP application, the best option is to provide them with the MSP paper application and review the questions on application with them so they can take it home and fill-it out. Make sure to provide them with the new mailing address for DCF. Another option is to have the clients call the Helpline and ask for a community partner to help them apply online.
500
Sometimes when you are working with a client, it is all about the language. What are the the three elements in any face-to-face communication and which element is the most important?
The Three Elements: 1) Words: 7% 2) Tone of Voice: 38% 3) Body Language: 55%
500
You are counseling a client and just got through the PlanFinder questions and want to view the drug plans in your client's zip code. Under each plan name, it lists the "Estimated Annual Drug Costs". What is included in that figure?
1) Drug Plan Premiums 2) Drug Plan Deductible 3) Drug Costs for the Year (including the donut hole costs with the Affordable Care Act discounts included)