Fun Day Yay QA

If caller John Smith(444000) comes over red/ blank how do we authenticate?

• F/L name, Full address including zip, last 4 SSN

• F/L name, Full address including zip, DOB & SSN

• F/L name, DOB, Phone number, Full SSN

• F/L name, Mailing address, last 4 SSN,

T/F : When creating a ticket you should add which L2/ TL approved the ticket creation

• True

• False

Customer calls in with a carrier rep and the rep says XYZ about the enrollment AND a ticket is needed where do we put the rep comments at?

• Add rep comment to the comment section after you complete the ticket details section and save

• Account notes history

• Ticket history

• Account activity

Data collection sheet now has 3 new subcategories under the " what was the primary reason for the call" what are they ?

• 1. they agreed to paperless

  2. you got CB permission

  3. Verified email

• 1. MA account transfer : Never MA Enrolled(MA ineligible Traditional)

  2. MA account transfer: Previously MA enrolled(MA ineligible)

  3. MA procedurally Termed: Previously MA enrolled( Did not return renewal)

• 1.account creation

  2. Submit application

  3. enroll into coverage

Periodic Data Matching ( PDM) is a _______ Process where applicants' Income, Minimum Essential Coverage and Death status are confirmed with automated pings to the federal data hub

• Annual

• random

• Semi- annual

• triannual

What is scenario 3 in the MA unwinding process?

• Procedurally terminated : Customer did not return the MA renewal packet

• Account Transfer Non-Eligibility : Their account gets transferred from DHS automatically; customer will need to claim account, submit application, and complete plan shopping.

• Account Transfer Auto Eligibility : Their account gets transferred from DHS automatically, and Pennie submits SSAP on behalf of the customer, who would only need to complete plan shopping.

• Customer calls in and self attests to the unwinding process

When determining if a customer fits the MA process which of the following is NOT a good probing question to ask

• Were you enrolled in MA?

• Did you return your renewal packet ?

• Did you apply to MA directly ?

How long is the MA process expected to take?

• 1 year

• 9-10 months

• 2 years

• 6 months

Customer is enrolled into a Cap blue health plan and a Delta Dental plan but would like a backdate to the previous month what steps do we take?

• Read termination script and drop request in chat for L2/ TL

• Read termination script, term plans, drop backdate request in Chat.

• Read termination script, Term plans , end call

• Read termination script

Would you rather live on a beach or in a cabin in the woods?

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