Week 2-ish

What does the 'R' in CARE stand for?

• Rest Easy

• Recite the Pledge of Allegiance

• Resolve the Inquiry by Taking Responsibility While Presenting Solutions

• Right to Tell the Truth and Nothing But the Truth

T/F - We should always give the member "homework."

• True

• False

What does the 'E' in CARE stand for?

• Evolve With the Member

• Elevate Your Spirits

• End With a Lasting Impression

• End the Call With Branding

Tailoring your approach and demonstrating skills based on the best resolution to the member's inquiry and their individual needs is an example of ___________ __________?

• Effective Communication

• Situational Service

• Service for the Member Solution

• Kissing Up

"I'm at my doctor's office and they told me that my policy is cancelled! My 9 year old twins need to have their physicals completed before they can go back to school. I called my employer, and they told me we would be added back on the plan next week. Can my twins see the doctor today?"

Using the HIPAA Tool what option should you choose to try and help this member?

• Member

• Subscriber

• Informal Representative

• Parent/Legal Guardian

T/F - In Solution Central the Member Composite Screen has member, policy, group and interactions information for the member's plan.

• True

• False

T/F - In the Member Composite Screen, the 'Employee Status' will tell you whether the member is an Active Employee, a Retiree or if they are on COBRA.

• True

• False

T/F - In the Member Composite Screen, the Policy Tab is where you can find the plans Contract Code.

• True

• False

T/F - In the Member Composite Screen, you can also find the plan Benefit Period under the Policy Tab.

• True

• False

T/F - In the Member Composite Screen, you will NOT be able to find the Employer Name under the Group tab.

• True

• False