CD CS Quiz

What is the call flow on a service call? (Reorder from first to last)

• Assist Customer

• Overview

• Xsell/Efin

• Verification

• Greeting

What is the call flow on a retention call? (Reorder from first step to last step)

• Resell efforts/Efin

• Verification

• Probing

• Greeting

• Overview

What is the call flow on a check eligibility call? (Reorder from first step to last step)

• Close

• Explain how to bill

• Greeting

• Verification

• Confirm Provider Participation

What is the call flow on a MOP Append call? (Reorder from first step to last step)

• Overview

  Determine Plan

• Greeting

  Verification

• Confirmations

  Disclosure

  Consent to Solicit

• Send Gift Card

  Cross Sell

  Efin

• Ez Pay

  Masking for a MOP

What is the call flow for an Ad Hoc call? (Reorder from first step to last step)

• Consent to solicit

  Cross sell

  Efin

• Greeting

  Determine Eligibility

• Collect Mailing Info.

  Mask for billing info.

• Overview

  Determine Plan

• Confirmation

  Disclosure

Which answer is considered an affirmative confirmation?

• Yes

• Okay

• Sure

• Yep

Which fields are required to correctly verify an account (except for check eligibility calls)?​ ​ ​ ​ (a)   ​ (b)   ​ (c)   ​ (d)   ​ (e)  

• Name
• Address
• DOB
• Phone #
• Email
• Member ID #
• Social Security #

Which tab can payment history be found under?

• Memos

• Payment

• Fulfillment

• Benefits

Which tab can previously mailed materials be found under?

• Payment

• Benefits

• Memos

• Fulfillment

Which tab can you find additional program details under?

• Memos

• Payment

• Benefits

• Fulfillment