How many times must you greet the caller if it is a "ghost" call?

• three times

• four times

• two times

• 1 time

You have made 3 attempts to calm an irate caller down. What do you do next?

• Continue to try to calm them down

• Disconnect the call

• Get assistance from an OE or Manager

• Nothing

A member call about a claim, prescription price and their ID Card however our systems are down. What do you do?

• Keep them on the line until systems are up

• Take the callers information on paper and call them back later

• Put the caller on hold till system is back up

• Ask the caller to call back

How do you log a call in CCB Inquiry Tracking system when a call gets lost and you and you were unable to get an ID # and Name?

• Enter all nines

• Enter all zeros

• Enter all sixes

• Nothing, just log off the call

AEP occurs from ______________ each year?

• October 1 to December 7

• October 15 to December 1

• October 15 to December 7

• October 15 to December 15

A member applied for a Part D plan on Oct 31, 2020 during AEP. What will the effective date be?

• November 1, 2020

• December 1, 2020

• January 1, 2021

What system do you use to check if there is an HIPAA Authorization Form on file?

• Doculivery

• WGS

• CCB

• CIRS

IngenioRX handles the calls for a member calling about a Tetanus vaccine for the treatment of an illness or injury (Part B)?

• True

• False

A LEP may be assessed if a member went for more than _____ days without Part D or other credible coverage?

• 32 days

• 63 days

• 90 days

Which statement is true regarding a Medicare Late Enrollment Penalty (LEP)?

• An Individual who incurs an LEP pays a one-time penalty fee based on the number of uncovered months.

• A member can only get a Medicare LEP if he or she fails to enroll during the open enrollment period only.

• An individual who incurs an LEP Pays a set monthly amount on top of their premium based on the number of uncovered months or years.