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How often Humana need to verify member's demographics?
Every 90 days
Member wanted to change their name registered with Humana. What should we do as an advocate?
refer them to SSA.
Member wanted to change their address on file because they recently move to a new address. What classification and intent are we going to use?
CLASSIFICATION: DEMOGRAPHICS
INTENT: CHANGE
Member wasn't able to pay for their monthly premium on time, how much will be their penalty for late payment?
$0.00
Member wanted to report that her dad died recently and wanted to make sure that her dad's plan should be cancelled already. What classification and intent are we going to use in documenting this call?
CLASSIFICATION: DEMOGRPAHICS
INTENT: REPORT DATE OF DEATH
Member wanted to register for an online account and need your assistance. What classification and intent are going to use to document this call?
CLASSIFICATION: WEB/MOBILE
INTENT: REGISTRATION
Member asking for assistance unlocking their account because they forgot their password. What should be the classification and intent we need to use to document this call?
CLASSIFICATION: WEB/MOBILE
INTENT: USER ID/PASSWORD
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CLASSIFICATION: DEMOGRAPHICS
INTENT: CHANGE NOT MADE/ INFO NEEDED FROM AGENT or NO CHANGE
What tool do we use when helping a member with resetting their password?
DAM (DIGITAL ACCESS MANAGER)
What does LEP means?
LATE ENROLLMENT PENALTY
Member wanted to change their payment method to Automatic SSA Deduction. How much should be their premium in order for them to be enrolled in automatic SSA deduction?
>$300.00
If member calling in to pay for their monthly premium, what classification and intent are we going to use to document this call?
C: BILLING
I: MAKE PAYMENT
If we are assisting member who have concerns with LEP, What should be the mother mentor we're going to use as a reference?
Late Enrollment Penalty Overview
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According to mentor, how LEP are being computed?
The LEP is calculated by multiplying 1% of the National base beneficiary premium by the number of the months the member was without creditable Part D coverage.
Members have Medical Supplemental Plan with Humana and they wanted to change their address on file. What should we do according to call flow steps?
TRANSFER TO CORRECT DEPARTMENT
What are the information/demographic we can change right away if member requested?
ADDRESS, PHONE NUMBER AND EMAIL ADDRESS
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What mentor document are we going to use as a reference when helping a member in changing address on file?
ADDRESS CHANGE CALLS FOR MEDICARE MEMBERS
What type of card we accept from members who wanted to pay their monthly premium?
VISA, MASTERCARD, DISCOVER CARD, AMERICAN EXPRESS