CCC Induction

What percentage of the member’s premium is allocated towards their MSA on the Executive Plan?

• 25% of the premium on the Executive Plan will be allocated towards the MSA.

• 20% of the premium on the Executive Plan will be allocated towards the MSA.

• 15% of the premium on the Executive Plan will be allocated towards the MSA.

What are the names of the Plans in the Smart Series? Select the correct options

• The Essential Smart Plan

• The Classic Smart Plan

• The Cyber Smart Plan

• The Super Smart Plan

How many visits to a dentist or dental surgeon will be covered by the Dental Benefit on Classic Smart Plan? Select the correct option:

• 1

• 4

• 3

• Unlimited visits

Bruno should contact Discovery before his overseas travel so that he can activate the benefit.

• True

• False

All international claims and statements sent to Discovery should be in English

• True

• False

Are pregnancy scans (2D) covered?

• Yes, subject to funds available in the MSA

• Yes, one pregnancy scan will be covered through the Young Families Benefit

• Yes, two ultrasound scans are covered through the Young Families Benefit

• No, pregnancy scans will need to be paid by the member

An ICD-10 code is all you need in order to identify a PMB.

• True

• False

If your system goes down while speaking to a member, what would be the most appropriate way to communicate this to the member?

Select the correct option:

• My system has crashed, I need to call TI to fix it, hold on a sec for me

• The system has gone down; you will have to call us back later when it has been fixed

• I am experiencing problems accessing the database, please would you wait while I see what the problem is

• I don’t know what’s happening with my system; please hang on while I check

What techniques can you use to avoid silences?

Select the correct option:

• Put the member on hold, but inform them how long the hold period will be

• Keep talking to the member by informing them what you are doing on the system

• Both a and b

• None of the above

If a member feels that no one is following up on his query. What would you say to the member to ensure that he feels more at ease?

Select the correct option:

• You will have to wait for an answer from the department dealing with this

• You will have to keep on following up until there is an answer

• I will follow up on your query and get back to you first thing tomorrow morning

• Let me see if I am able to check what is happening with your query