PDP Tool
where can the participant go to update their prescriptions and take advantage of this tool?
my.viabenefits.com/client or if they do not have access to online with you as well
What does ISC stand for?
Incorrectly Submitted Cases!
How many business days does it take for a participant to receive a check?
10!
which state is known as the Empire State?
New York State
How many minutes is it recommended for the participant to call in before the scheduled appointment?
15 minutes, to secure the account and be then transferred to a Benefit Advisor.
What has to be read VERBATIM before updating prescriptions for the participant?
THE MIR STATEMENT!
This participant called in just to see what their balance was, what case would you use for this call?
Balance Questions
Which tab in the SSC can you find forms to send out to the participant?
FUNDING AMOUNTS
Which country consumes the most chocolate
Switzerland!
If the participant is contacted but wants to reschedule an appointment do we need to read the Scope of Appointment again?
yes, the verbatim scripting names a specific date, so when capturing the Scope of Appointment you must sat the correct date for them.
True or False if the participant has a MAPD plan we read them the inbound / outbound script?
FALSE!
Obtaining Request Forms Case!
What are two ways a participant can set up direct deposit?
Either online or a direct deposit form!
What two colors are the cat's hat in "the cat in the hat?"
red and white!
True or False an ARPI can complete a scheduled appointment for a participant as long as they're a full ARPI
false only the participant or a POA on file can complete a scheduled appointment
When can participants use their prescription coverage checkup tool to compare their current plan to the new Part D plans?
STARTING OCTOBER 15TH 2020!
A participant calls in about their not approved expense, info source tells you to send this to the funding team. what case would you choose?
denied reimbursement case!
Which expense requires the Social Security Awards Letter?
Medicare Part B!
In a website browser address bar, what does “www” stand for?
World wide web!
When a participant calls in for their scheduled appointment, after securing the call what is the next important thing to verify before transferring to a BA?
Their Home Address!
What should you do just before securing the call?
REMIND THE PARTICIPANT THIS CALL MAY BE RECORDED!
If you have to create a record for a participant what should you do for a case in PEGA?
First click participant not found and then chose cid not found, then after creating the profile click attach participant!
what are the big 5 required for supporting documentation.
Complete this quote from Mushu in Mulan: "Dishonor on you, dishonor on your ____"
COW!
True or False, If a participant answers the phone after missing a scheduled appointment we should secure the call and transfer to a BA immediately.
false, we should secure the call and advise them to call back to complete their appointment as outbound calls may effect the quoting tools used by BA's?