Dispositions
What disposition should you use if you received a busy signal when calling a member?
Busy Signal
If the provider ID is unknown, what should you put in the provider ID field?
0000000 (7 0's)
What talking point should you use if a member states "I don't remember if I had this screening"
We can call your doctor's office to check if this screening was completed. If not, we are happy to help you with scheduling an appointment
Where do you request time off at?
Workday
Which wrestler-turned actor voices a character in Disney's Moana?
Dwayne "The Rock" Johnson
What disposition should you use if the member was not available, but you left a message with 3rd party?
Left Message Third Party
If the provider is unavailable, what disposition should you use?
Call Complete
If a member asks what a pain assessment is what talking point would you provide?
During your visit, the doctor will ask questions to see if you have any pain, where it is, how often it occurs, and how severe it is. Your doctor can help find the cause of the pain and create a plan to treat or manage it.
Where can the number for help desk be found?
On the top of your laptop or CNET
Which historical document does Nicholas Cage’s character steal in National Treasure?
The Declaration of Independence
What disposition should you use if the member did not verify HIPAA or requested not to be recorded
Refused Call
For the member rewards program for 2025 - what amounts can member receive for their gift cards?
$10, $25, $50, $75
What talking point should you use if a member states "If I choose not to go to get these services done, will I be penalized?"
No, you will not be penalized in any way. We are here to help you get the best care possible and would like to assist you in scheduling appointments for these preventive care services.
If Genesys Cloud produces an error, what should you do once you wrap the call?
Alert the team via chat and send up an escalation email
What singer holds the record for the most Grammy nominations?
Beyonce
What disposition should you use if the member is not interested in the campaign call?
Not Interested
When did we stop offering the Flu shot verbiage?
3/7/2025
What is our PSO campaign code?
PSO_CARE
The BRB status may not exceed ___ minutes per day
10
Who was the crocodile hunter?
Steve Irwin
The phone rang, but the call dropped prior to anyone answering the phone - what disposition should you use?
Disconnected Call
What section were included in the dialer platform changes?
Call Actions, Notes Section, Information & Buttons and Quick Jumps Dropdown
How often do members need to have a breast cancer screening?
Every two years
What status should never be used by agents?
Available
What animal is Indiana Jones afraid of in the movies?
Snakes