HPR Assessment

Complete the SCRIPT
'You can go to ___________ to schedule an appointment with a navigator, wo can help you. You can also call [phone] to reach them for help. Please note that ___________ is a community-based organization and is not associated with any specific health plan

• 
  DHCS

• DCF

• MDHHS

• TakeCareUtah

You CAN make changes in the members account without the consent of a minor member as long as you are speaking with the parent or guardian.

• TRUE

• FALSE

What kind of email are we sending to members in the event that our call goes to voicemail or no one answers the phone?

• Renewal Letter

• Termination Email

• Redetermination Email

• 
  Application Email

If the member didn't receive a renewal letter, what's the next step that you need to do?

• 
  Update the address on file

• Transfer the member to the state office

• Verify the members updated address

• Advise to call us back

Call outcome that we use if member is not comfortable disclosing any information?

• No Longer Qualifies

• Wrong Number

• Refused to Verify HIPAA

• Warm transfer the member to state agency

Call outcome that we use if you spoke someone who is not the member and member is not around.

• 
  Member Unavailable

• 
  Wrong Number

• 
  Call Refused

• 
  Misdirected Call

Call Outcome that we need to use if member stated that they are done completing the renewal application.

• 
  Insured through an employer

• Warm transfer the member to state agency

• Member Recertified

• Member Unavailable

Website that we provide to CA members if they would like to know their assigned local county office?

• 
  www.KeepMedicalCoverage.com

• www.healthcareoptions.dhcs.gov.ca

• www.BenefitsCal.com

• www.dhcs.gov.ca

Website we provide when members from Michigan would like to renew online?

• www.newmibridges.gov

• 
  www.newmibridges.michigan.com

• www.newmibridges.michigan.gov

• www.mibridges.com

Complete the MI script:
'The letter asked you to renew your Medicaid coverage before <date> to keep getting your health benefits, which is now past, and you could be at risk of losing your coverage. If you are found eligible within _____ after the date you lost your coverage, your Medicaid will be reinstated the period you were without coverage. Do you need assistance in completing the form?

• 90

• 120

• 60

• 100