LETS
If a member says they are not interested in the phone call before HIPPA and hang up, what is the correct disposition?
Refused call
The caller refused to verify HIPAA or be recorded.
When is the only time we can mail a Spendables card to a P.O. Box?
Cards shipping to P.O. Boxes is permitted only when the P.O. Box is listed as the member's primary address on file. Cards cannot be shipped to a P.O. Box if it is entered as an alternate address.
At this time, the alternate address field does not support P.O. Boxes due to limitations within Google.
Which Action would an agent request for a stolen Spendables Card?
A. Call the cops
B. Replace the Card
C. Go find the person that stole the card
D. Reissue the Card
D. Reissue the Card
Why was 6 afraid of 7?
because 7 eight 9
What are the 3 easy ways a member can join Conversio Health?
1. they can call Conversio Health at 866-239-3784
2. signup online at: signup.conversiohealth.com
3.scan the unique QR code
Can a member use their Spendable card to pay their streaming services (Netflix, Hulu, Disney+, etc.)?
No: Streaming services will not be approved
https://cenpointprd.ad.wellcare.com/news/spendables-program-trending-updates-for-2026-20151
What are agents supposed to use now in OMNI instead of using the "Interaction" environment for documenting calls.
"Research"
Effective immediately, agents should only use the Research environment in OMNI to document outbound calls.
If a member calls WellCare needing help with their Spendable card, what would the disposition be?
Call Complete Inbound
Inbound Customer Service call completed. This call was not related to the campaign. The member called back into our queue for questions.
What goes up, but never comes down?
your age
In Kentucky how many schools and students participated in the No One Eats Alone Day?
In Kentucky, 151 schools and 64,000 students participated because of WellCare of Kentucky's efforts to expand the initiative statewide.
What is Batman's real name?
Bruce Wayne
What is the name of our new health program partner that supports member with COPD?
Conversio Health Program
No cost program to eligible members, who will receive everything they need to breathe easier and worry less.
In the Wizard of OZ what did the Lion, the Scarecrow, and the Tin Man wish for?
The Lion wanted courage
The Scarecrow wanted a brain
The Tin Man wanted a heart
What is the Call-Out Phone Number, and what MUST be included?
Call-Out Phone Number: 615-523-6795
First & Last Name
Supervisor’s Name
Reason Code
⚠️ Failure to provide a Reason Code will result in the absence being listed as Unexcused (1 Occurrence Point).
What would the disposition be when calling a member and having to leave a voicemail?
Voicemail
The voicemail was left for the member.
DO NOT leave personal info on the members Voicemail, this is a violation of HIPPA
What building has the most stories?
A Library
Why are agents not supposed to use the phone number that is attached to the providers NPI?
The phone number attached to the providers NPI could be their cell phone.
Only use numbers listed in OMNI/ Care Connects or Find a Provider tool when contacting providers.
While the NPI Registry may be used to verify provider information, it must not be used as a source for contacting providers by phone.
What word is spelled wrong in every Dictionary?
Wrong
It's the Weekend take a Break, no questions here
free play
What are some Preferred gas stations members can use their spendable card at, and can it work inside the store?
Has to be at the pump
https://cenpointprd.ad.wellcare.com/news/spendables-program-trending-updates-for-2026-20151
If a member states they have already been contacted to complete the In-Home Assessment, what should the agent do?
The CSA should refer the member to the phone number provided in the letter and/ or voicemail.
Agents should NOT offer the IHA program or warm transfers to complete the assessment before March 9,2026
What action would an agent request for a Damaged/ bent Spendables Card?
A. Replace Card
B. Tell them to use the app
C. Reissue Card
D. wait till next year
A. Replace Card
If a member requests an OTC catalog, what should you tell the member you will send them?
OTC HIGHLIGHTS
-a simplified list of available Over-the-Counter items.
-included in both Welcome kits and Welcome back kits
-a QR code on the highlight links to the member portal for access to the full item listing
What are the requirements a member needs to meet in order to be eligible for the Conversio Health Program?
1. members must have active plan, and reside in following state:
-Arizona, Nevada, NY(LWC), Ohio, Maine(LWC)
2. Diagnosed with COPD
3. at least one of the following
-1 pharmacy claim for COPD medication
-1 COPD related ED visit, or
-1 COPD related hospitalization
4. Not enrolled in hospice
What's always close but never arrives?
Tomorrow