Friday Brain Teaser

How many new Tabs are there in PP?

• 6

• 5

• 7

• 3

Answer explanation

There are 6 NEW PP tabs

Cap work arounds

Call documentation templates

P2P Streamline Call guide

MA unwinding streamline Call guide

Current escalated accounts

Daily Huddle notes

T/F : For non related MA calls we are still required to ask probing questions and assist customer efficiently?

• True

• False

Answer explanation

True

We still ask probing questions to help the customer more efficiently

Define MA Unwinding S3:

• Those who returned in their renewal packets with missing information

• Those who lost their MA coverage due to not completing their annual renewal.

• Those who returned their MA Renewal Packet to DHS and were found ineligible for MA

• Those who still need to enroll into MA

Dominque Staton account was created and sent over by DHS he has a notice in his inbox with an access code what steps would we take for this call

• 1.Check the inbox confirm the notice

  2. Help customer register access code

  3. Submit/ Update application

  4.Chose Loss of MEC/ MA as QLE

  5. Inform of plan shopping for 1st of next month

• 1. Check/Confirm notice inbox

  2. Help Customer register access code

  3. Redirect to DHS for application and plan shopping

• 1. Send customer access code

  2. submit application

  3. Assist customer with plan shopping

• 1. confirm notice inbox

  2. Do application with customer

  3.redirect to broker for plan shopping

Answer explanation

As long as we see that DHS notice( with the access code attached) in the secure inbox we can use that as proof of the qle loss of MEC. If that DHS notice isnt in the inbox then they will need a valid QLE to enroll

What are the steps for MA unwinding S1?

• 1- Account sent from DHS

  2- Pennie Submits Application on customers behalf

  3- Customer plan shops

• 1- Account is sent from DHS

  2- Customer will need to claim account and submit application

  3- Can complete Plan shopping

• 1- DHS informs the Customer

  2- Customer will give Pennie call

  3- CSR and Customer completes application and plan shopping together

• 1- DHS will send the account over to Pennie

  2- Pennie will reach out to customer

  3- CSR and customer will complete plan shopping together

T/F : If customer fits S3 ( MA Unwinding) there will be a cap account

• True

• False

Answer explanation

False

If a customer falls under S3 since they failed to send in the renewal there will NOT be any account created for them. they would need to call in and set up account and application

How long do customers have to submit Income DMI?

• 60 days

• 90 days

• 150 days

• 120 days

Answer explanation

Due to the MA Unwinding all income DMI have been extended to 150 day

what are the Outside OEP business hours?

• M-F

  7:45A-7PM

• 8A-5PM

• 7:45A-6P

• 8A-6P

Where can the P2P call guide be located?

• Pennie Policies tab: P2P sub tab: P2P Streamlined

• Pennie Policies: P2P Sub tab: P2P revised talking points

• Pennie policies: p2p sub tab: p2p quick call guide

Is there any topic, procedure, policy, that you need more clarification on or have questions about? Type your questions below