Authentication
What information do you need to authenticate a customer who is the account holder?
First Name, Last Name, ZIP Code, Last 4 of SSN
Where do we document a call in a customer's account?
Account Activity Tab
What should we do if screenpop shows the Manage Members page after logging in?
Close and relaunch screenpop
How many agents do we provide to customers?
Three
Do we get holiday pay for the 28th and 29th?
Yes
What information do you need to authenticate an agent?
First Name, Last Name, Last 4 of EIN
When should the data collection form (DCF) be submitted by?
Throughout the call, before ending the call
What should we try to do with the customer's name if the full name is not fetching results?
Try the first three letters of each name
What do we need to do at least twice on every call to build rapport?
Say the customer's name
What is the Georgia Access Customer Service Line number?
888 687 1503
How do you authenticate when a household member listed on the application is calling on behalf of an account?
Authenticate both the household member and primary using the First Name, Last Name, ZIP, and last 4 of SSN
What should documentation generally include?
Caller's name and HHID if applicable, callback permission, reason for call, resolution, next steps, account preferences
Do we still use screenpop when an agent calls in?
No, close screenpop, go to CAP, and go to Manage Agents
How do you designate an agent?
Member View > Find Local Assistance, choose an agent and read the disclaimers to the customer, choose to designate.
Are assisters and certified application counselors permitted to make recommendations on plans?
No
How do you authorize a relative to speak on behalf of the customer's account?
What account do we document when an agent is calling on behalf of a customer?
The customer's account only
What should we do if MAX does not provide an option to relaunch the customer record?
Try launch at least 5 times, then ask for permission from a TL to use Manage Members in CAP
What is the proper closing to use when a customer does not have an enrollment?
Thank you for calling Georgia Access. Remember if you need to enroll in coverage starting January 1st you need to enroll no later than December 16th. The Open enrollment period will be open until January 15th for coverage effective February 1st, 2025.
What is Jeff's favorite animal?
A dog
How do you authenticate a customer who does not have an SSN or Street Address on file?
Using all of the information available
Which account do we document if we help an agent with their account, and then help with one of their customer's accounts?
The agent's account for their issue, the customer's account for their issue
Where should we check for PII before pressing Go To Household?
Hovering over the member's name
Where do we go to see why a consumer may be ineligible for APTC?
CSR View > Applications > View Eligibility Worksheet
What are our current blackout dates?
Every Monday
Week of December 9, 2024- December 14, 2024
Sunday - December 15, 2024
Monday - December 16, 2024
Monday - December 30, 2024
Tuesday - December 31, 2024
Thursday - January 2, 2025
Week of January 13, 2025 - January 17, 2025
Monday - April 14, 2025
Tuesday - April 15, 2025