Knowledge Check v.2

What intents are used to send email to the members? List all that apply.

• Send informative email

• Send comprehensive email

• Send private email

• Send secure email

What intent is used to do a verbal grievance

• General Service request

• Update member profile

• Manage passport

• Complaints, appeal, and grievances

We cannot add authorized representatives with the members consent. True/Flase

What are the components of the 3 - part start?

• Ask, Think, Observe

• Connect, Acknowledge, Realize

• Ask, Acknowledge, Reassure

• Ask, Reassure, closing

What does MIOD stand for?

• Member Initiated Orchest Delivery

• Mom Initiated Organization Determination

• Member Initiated Organization Determination

• Member Impressed Order Drone

In order for us to successfully complete an MIOD we need to complete:

• Coverage determination PAS FORM

• Rx Claims decoder

• Complaints, Appeals, and Grievances intent

• Cosmos Decoder

• InfoPath Form

Do we handle NICE accounts? YES/NO

What is Call control?

• Show the member your expertise even when you might not know the answer, give the member that reassurance that there is not need to callback because he/she reached the specialist.

• Tell the member that my control is good

• Panic in the call thinking about every little mistake that I can make and by doing so placing preassure on my shoulders that I created but thats okay I Sound very scared.

• Not care about a thing regarding the members.

Is connection mandatory on every call? YES/NO

What is the purpose of the NBAs (Nest Best Action)

• To give the members the message

• To help our members use the opportunities they have with their plan so we can keep them as healthy as ever.

• To guide our members towards being self sufficient.

• To congratulate them on being a member.