Wave 108 Quiz 1

Here are some indications that the phone number that we have is not active anymore EXCEPT ONE. Please select the correct indications.

• The line automatically disconnects after one or a few rings. 

• The line automatically disconnects without ringing. 

• The line just kept on ringing. We can wait for a maximum of three (3) minutes. 

• The line has an automated prompt stating that the number is not valid. 

• • The recording advises that the office is closed.

Bi-lingual Handling
For calls to most countries dial the following: ___ + country code + phone number

What steps should be followed when offering to provide credit card details over the phone to process a payment for the facility?

• Ask the facility to confirm if they accept debit cards, then proceed with the payment if they agree.

• Ensure the payment is run as a debit card, then process it without any follow-up.

• Ensure the payment is run as a credit card, and if it doesn’t go through, request the payment be routed to Invoice Due.

• Provide the credit card details over the phone and immediately confirm the payment without further verification.

When leaving a voicemail message for a facility, which of the following is NOT an acceptable practice for AAP and FSF stage?

• Clearly enunciate the message and leave the RP number and callback number twice.

• Leave only one voicemail message per day.

• Avoid leaving patient information if the phone number has not been established by previous agents

• Leave the patient’s name, date of birth, or SSN if the call was directed to voicemail.

When conducting an online search for a facility or doctor, what is the most important combination to prioritize for your search?

• Physician Name + Phone Number

• Facility Name + Email Address

• Physician Name + City + State

• Facility Name + Zip Code

What are the three possible outcomes when processing an AAP request?

• Send the request to the facility, Supervisor Review, Change Provider

• Send the request to the facility, Direct approval, Change Physician

• Supervisor Review, Wait for clarification, Change Provider

• Send the request to the facility, Deny request, Supervisor Review

When resending a request to get a live contact, what should be done before sending the request again?

• Ensure to attach the previous request and mark it as “SECOND REQUEST URGENT” in the S/A box.

• Edit the request and mark it as “FINAL ATTEMPT” in the subject line.

• Only resend via email, regardless of the method used initially.

• Resend the request without marking it urgent if it's the first attempt.

What should be done if the billing, forms, questionnaires, or other documents will not be coming with the medical records because they need to be requested separately?

• Ensure the documents are requested from a different department or address and place a QC alert stating that they are held offsite.

• Automatically send all documents together, regardless of department or address.

• Wait for the physician/doctor to complete the forms before sending any requests.

• Ignore the documents and proceed only with the medical records.

Which dropdown option should be used if the facility confirms they have received the request and/or payment (via credit card/check)?

• No – Send Duplicate

• Yes

• No – Don’t Need

• No – Continue to Follow Up

What should be selected if the facility asks to resend the request because they did not receive it?

• No – Don’t Need

• No – Send Duplicate

• Yes

• No – Continue to Follow Up