NGD
If you forget your NGD password, what should you do?
Use the Password Self-Service(PSS) tool to answer your challenge questions and reset your password.
Can an agent, broker or other type of consumer assistance entity recommend that a consumer purchase a plan outside the Marketplace?
Yes, Consumer are not required to purchase plans through the Marketplace(this would not be fraud)
How do you log the disclosure activity?
Once the information is verified, select the check boxes in the Contact Disclosure or FFM Consumer Disclosure list applet.
What must you read in it's entirety before starting an online application?
The privacy and use of your information screen.
What script should you go to for beginning an application?
Getting Marketplace Coverage
How can you tell if a Script has been updated?
The Updated! Icon appears at the top of the script. This icon disappears after 14 days (2 weeks).
What is broken down into different criterion that have a weighted score of Pass/Fail? Failing to adhere to disclosure rules will result in an automatic FAILURE.
QCM Scorecard
If a consumer needs to add a newborn baby to their plan, which resolution path would this fall under?
Health Insurance Coverage
What escalation could take up to 30 days to complete?
HICS escalation
What day of the week do you begin your timecard?
Monday
How often does NGD password expire?
Every 30 days unless you change it as required, before each expiration date.
Why is tone of voice important?
Using a warm tone of voice and having a positive attitude will help you build rapport with the consumer and lets them know you are there to help solve their problem, it also helps CSRs build trust with consumer.
When is a verbal authorization no longer valid?
When a consumer is deceased.
When would you use the general inquiries resolution path?
When the consumer has general questions, such as essential health benefits or when is OEP?
What was the pass rate for mid-term?
89%
You can still access Marketplace blast updates from where?
Quick Links section, even after the blast banner expires.
What is a CSRs performance measured by, and what process will help improve your call handling skills?
Quality Call Monitoring; Coaching and Feedback
When you determine that the consumer is not speaking English or Spanish, where could you locate their preferred language?
In the language field of the activities list applet.
How would you identify in the application the type of assister that is helping the consumer with their application?
Select the Select Type field on the Another person is helping me complete my application screen.
How many kids does Desarae have?
3
What are one of the tools CSRs have to prepare you to address a range of consumer's needs, and what do you use it for?
User Feedback Submission task; communicate suggestions for improving scripting, training, and procedures.
What is the first critical step in protecting consumer's information, and what must a consumer provide to prove they are who they say they are?
Passing Disclosure, and personal information.
How can you indicate that a consumer does not want to receive any autodialed calls from the Marketplace?
Select the DO NOT CALL check box on the consumer's record.
If a consumer's record shows flagged indicating that ARC has tried to reach them, what can you do?
Cold transfer the consumer to the Advanced Resolution Center (ARC)
In order to transfer to ARC what do you have to look for?