Training 09/29

How do you authenticate a broker?

• First name, last name, verify mailing address.

• First name, last name, last 4 of social, DOB

• First name, last name, last 4 of EIN

• First name, last name, last 4 of ACN

What is the FIRST step for a ROPD Account?

• Resubmit

• Triage Account 

• Create verification ROP ticket

• Complete a verbal attestation

If an account is ROP'D we must complete a verbal attestation. ​

• TRUE

• FALSE

What makes a customer eligible for a Retroactive Termination TIC?

• Customer wants to term due to not being satisfied with enrollment.

• Customer is gaining future coverage in 3 months. 

• Customer gained other coverage before/during the current month. 

• Customer can't afford this months enrollment premium. 

What is the earliest date we can do a retroactive termination request?

• The last day of the previous month.

• The 1st of the current month. 

• The 15th of the current month. 

• Within the last 90 days. 
  

When is a verbal attestation needed? 

• When you are verifying a customers income. 

• When a customer needs to upload income documents on their dashboard and it's requesting to upload docs. 

• The customer doesn't know their household income. 

• The customer does not want to verify their income.  

What should we do when a customer is found potentially MA eligible? 

• Tell them good luck and disconnect the call. 

• Tell them not to worry about it and that nothing will change with their enrollment.

• Advise cx the assessment is sent to DHS. Offer to give the contact # if cx has any questions or concerns regarding determination.

• Nothing just let it be with the wind. 

When should you watch the teams chat ?

• When you are not on a call

• During your break

• Always

• Whenever you need assistance

The final step of the ROP REINSTATEMENT Policy is to _____________

Please drop the template we use to request an DMI override for the verbal attestation