ULearn: PKC Utility Bill Pay

(True/False) A member calls to pay $175 on her electric bill. You review the account and see she has $125 available. You can process a mixed tender payment to pay the total $175.

• True

• 
  False

A member calls to make a payment on his electric bill. The company is listed in the Companies section of the Bill Pay tab, but no payments have been made to the company. Upon asking the member for the account number, you identify it is different than what is listed in CRM. What action do you take?

• Tell the member you are unable to make the payment.

• Inform the member to contact the utility company to correct the account number.

• Click Add New Company and add the company using the correct account number.

• Submit an RST to have the account number corrected.

A member calls in and asks if it is faster to make a utility payment at Walmart than over the phone. Which of the below actions should you take?

• Advise the member he needs to contact Walmart regarding payment processing time.

• Advise the member payments made at Walmart take 2-3 business days and payments made over the phone can take up to 7 business days.

• Advise the member it is faster to make a payment over the phone than with Walmart.

Select all the fields your are able to edit for a company that already exists on a member’s profile.

• 
  Name on Bill.

• Company Nickname.

• Company phone number.

• 
  Company Address.

• 
  Service Address.

(True/False) Utility companies can call us directly and request the way they receive payments to be switched from paper check to electronic (ACH).

• True

• False

A member calls to inform us she has moved and has a new utility provider, Georgia Power and Light. She is requesting her previous utility provider, Florida Power and Light, be removed from her account. Upon researching, you see previous payments have been processed with Florida Power and Light. Can you remove Florida Power and Light from her account?

• Yes

• No

A member calls to check the status of his utility payment. After reviewing the account, you see the payment status is ‘Partial Return'. You verify a Request Support Ticket was previously submitted and resolved by issuing a credit to the member’s account. What action do you take?

• Offer to transfer the member to the health plan for a member concern.

• Advise the member to reach out to his utility provider.

• Transfer the member to Tier 2.

• Inform the member of the resolution provided in the Request Support Ticket.

A UHC member calls due to receiving a disconnect notice from her electric company stating her service will be disconnected in 10 days. In reviewing her account, there are no scheduled payments with her utility provider. What action do you take?

• 
  Empathize with the member and offer to make a payment.

• Advise the member to contact her utility provider to make a payment.

• Transfer to Tier 2.

• Transfer the member to the Bill Pay Escalation team.

A member calls to ask why his utility bill has not been paid. You discover the previous payment to the utility company was voided with a reason of ‘Invalid Account Data’. What action should you take?

• Offer to resubmit the payment.

• Inform the member the payment was voided due to invalid account data and confirm the accuracy of company and payment information in CRM.

• Inform the member to contact their utility provider.

• Inform the member the payment was voided due to an internal error and we are currently unable to make a payment to this company.

A member calls to change the amount on his most recent utility bill payment. You verify the status of the payment is ‘Pending’. What action should you take?

• Empathize and inform the member the payment is too far in processing to make a change.

• Cancel the pending payment and schedule a new payment for the correct amount.

• Edit the payment with the correct amount.

• Inform the member to contact the utility provider to cancel the payment.