FROZEN
WHAT DOES LIS STAND FOR?
A. LOW INCOME SUBSIDY
B.LABORATORY INFO SYSTEM
C.LAND INFORMATION SYSTEM
A. LOW INCOME SUBSIDY
When going through HIPPA verification what do we select before pressing continue to open the mbrs acct
a. mailing and permanent address for address and phone number
b. permanent address for both address and phone number
b. permanent address for both address and phone number
IF SOMEONE IS CALLING IN ON BEHALF OF THE MBR WHAT SHOULD THE CALLER TYPE BE
A. SALES BROKER AGENT
B. THIRD PARTY
C.MEMBER
B. THIRD PARTY
WHERE DO WE GO TO ACCESS MODULES?
CENTENE UNIVERSITY/ WORKDAY
WHERE DO WE GO TO ACCESS ARTICLES
CENTRAL POINT
WHAT DOES EIOP STAND FOR?
A. ELIGIBLE FOR IMPROVEMENT OF PERFORMANCE
B. ENROLLED IN ANOTHER PLAN
C.ELEVATED INTRACULAR PRESSURE
B. ENROLLED IN ANOTHER PLAN
Who do we NEVER refer the member to?
A. SSA
B. CMS
C. QA
D. CCHL
B. CMS
WHAT IS THE CLIENT CALLED THAT WE WORK FOR?
WELLCARE
MBRS CAN USE THEIR P.O. BOX AS THEIR PERMANENT ADDRESS T/F
FALSE
WHAT ARE THE FIRST THREE PIECES OF INFO YOU ASK TO VERIFY A MBR
A. FIRST, MIDDLE, AND LAST NAME
B. NAME, MBR ID AND DOB
C. NAME, NUMBER, AND SSN
B. NAME, MBR ID AND DOB
WHAT DOES CMS STAND FOR?
CENTERS FOR MEDICARE AND MBR SERVICES
WHAT CALL DRIVER DO WE USE WHEN MBR IS REQUESTING AN ID CARD
A. ELIGIBILITY STATUS
B. PHARMACY INQUIRES
C. MATERIAL REQUEST
C. MATERIAL REQUEST
WHAT CALL DRIVER DO WE USE WHEN CHECKING TO SEE IF MBR IS ACTIVE?
A. MATERIAL REQUEST
B. PHARMACY INQUIRES
C. ELIGIBILITY STATUS
D. ENROLLMENT
C. ELIGIBILITY STATUS
Active Listening: pausing, reflecting, setting expectations. T/F
F. pausing, reflecting, confirming
First Call Resolution is resolving a customer's concern on the initial call T/F
true
Which system do you use to check your time?
A. BMS
B. MYTP
C. IEX
D. AWS
A. BMS
A mirror on the wall will confirm your mood. T/F
F. A mirror on the wall will confirm your FACIAL EXPRESSION.
WHERE CAN YOU CHECK TO SEE IF A MBR IS A REPEAT CALLER?
PREVIOUS TICKETS
How many days does a mbr have to respond to and RFI letter during enrollment period
A. 5 DAYS
B. 10 DAYS
C. 21 DAYS
C. 21 DAYS
What is the most impactful thing you can do to prevent negative customer emotions?
A. Spot the problem before the customer gets angry.
B. Cover up your mistakes so the customer doesn't find out.
C. Resolve the member's request
D. Listen and let the customer vent about the issue.
A. This lets you acknowledge the situation and offer a solution before a customer gets upset.
Which system can you use to update your direct deposit information?
A. Centene Workday
B. MYTP Workday
C. BMS
D. IEX
B. MYTP Workday
Emotional intelligence is about being nice to the member's.
T/F
False. Be Honest
I assisted a member last week. Reports show member called back in again two days later about another issue. I completed FCR (First Call Resolution) T/F
True
Which part of Medicare will help cover member medications they are taking in the hospital?
A. Part B
B. Part A
C. Part D
D. Part C
B. Part A
WHAT IS THE OPENING CALL SCRIPT
Thank you for calling Wellcare Customer Service. My name is ____. May I have your name please?"