NGD
When a CSR is preparing to take a call, what screen should they be on
BCC Tier1
Phase 2 of the Call Flow
Listen, Question, and Confirm
How long is a working age SEP
8 months after the month of the employer coverage ends or 8 months after employment ends, whichever comes 1st
The 1st record to review on Demo Compare View
Master Beneficiary Record
Caller wants general information, you should select refusal and continue to help
False, you should try to open or create a call
where can a CSR can check for Authorization
Authorization View
How many days will it take for an entitlement letter to arrive
10
Bene would like to enroll in Medicare, what script can provide information on
Part A and Part B Eligibility and Enrollment
Bene says her name is spelled incorrectly, what script would you access to assist
Changes to personal information
After ordering a Medicare card, how long does it take to receive
30 days
Where do you go to close a call
Activities list applet
You have to pass disclosure for general information
False
Bene birthday is April 19, what is their initial enrollment timeline
January - July
Caller does not pass disclosure, but wants to know if Medicare covers Hospice, can you answer that question?
yes, General information
If the Master Beneficiary Record is incorrect, you can overlay the record
False, the bene will need to contact Social Security
If you are not speaking to the bene, what should you update in NGD (even if caller is not authorized)
Caller name and relationship fields in the activities list applet
Another term for scripting
Content viewer
Bene wants their Medicare number immediately, What should you do
before giving them the number, see if they have online access
Caller can pass disclosure but is not authorized. They have questions about a claim on an MSN, can you answer that question?
Yes, the caller passed and if they have the MSN in hand
What should your closing statement always include
You should always thank the caller
where in NGD do you order an entitlement letter
Part A & Part B view entitlement letter button
What are the REQUIRED pieces of disclosure
Medicare number and/or Social Security number
Timeframe for General Enrollment Period
January-March
The address you see listed for the MBR, BIC, CWF are correct, what do you do next
Query for the claims contractor number.
What Screen does a CSR go to when creating a record
Contact Screen