WorksheetsMBA Training Quiz
Total questions: 20
Worksheet time: 15mins
MBA Quality includes ____ number of Analysts?
10 Analysts
3 Analysts + 1 Vacant Position
2 Analysts + 1 Vacant Position
5 Analysts
This is the MBA Quality (Mission Statement)
Ensuring training and educational needs are met, reaching out to all divisions through focused learning and performance coaching.
Ensuring focused audits are clear and concise, while maintaining a professional level of integrity in all that we do.
Ensuring a compelling customer experience through coaching.
MBA is the acronym for
Member Benefits Association
Member Benefits Administration
Member's Business Administration
Master of Business Admissions
_____ is the full name of the MBA Quality Supervisor.
Anthony Ray
Jamie Janeway
Nikki Kidwell
Shelley Sullivan
In determining the outcome of an audit (and/or error), this is the driving determinant
The customer experience
The inquiry notes
The recorded call
BCBST corporate guidelines
This is the number of calls sampled per day per Trainee during Live?
5
7
10
3
This is the minimum accuracy goal required to graduate Live within a rolling/consecutive 10 day period.
88%
90%
87%
95%
This is the turnaround time for audits on your calls during Live training?
Calls are graded the same day as they are taken during Live.
Calls are graded 1 day after they are taken during Live.
Calls are graded 2 days after they are taken during Live.
Calls are graded 3 days after they are taken during Live.
What are the 3 major functions of the MBA Quality Team?
Education, Training, & Coaching
Standard Audits, Focused Audits, & Development of Quality Standards
QIP Analysis, Divisional Reporting, Database Testing
Quality Reviews, FOLH Updates, MBA Community Updates
Which selection correctly identifies areas of MBA that Performance Coaching provides audits for?
Customer Service, Bluecare, Member Grievance
Customer Service, Bluecard Home, Research
Customer Service, Claims, and Member Complaints
None of the above
What is the time frame for the TRIAL period of your training?
5 Days
3 Days
1 Day
2 Days
What is the Maximum amount of days for the LIVE portion of your Training?
30 days
25 days
20 days
15 days
What is the minimum amount of audits you will have to receive in LIVE before graduation evaluation can begin?
30 Audits
35 Audits
40 Audits
50 Audits
What would be the point deduction for a missed opportunity assigned in the Complete/Accurate information category?
Complete/Accurate Information is a 10 point deduction.
Complete/Accurate Information is a 20 point deduction.
Complete/Accurate Information is an 8 point deduction.
Complete/Accurate Information is a 5 point deduction.
Would HIPAA be classified as a Technical Missed Opportunity or a Customer Experience Missed Opportunity?
Technical Missed Opportunity
Customer Experience Missed Opportunity
If a CA fails to capitalize on a clear opportunity to go above and beyond for a customer, a point deduction in this category will apply.
Professionalism/Engagement
Active Listening
Gain Callers Acceptance
Concierge Service
Do our quality coaches provide positive feedback on audits?
Yes, they sure do!
No, they only comment on missed opportunities.
Would Active Listening be assigned as a Technical Missed Opportunity or a Customer Experience Missed Opportunity?
Technical
Customer Experience
Does your voice tone matter on the call?
Voice tone makes a huge difference on the call.
Voice tone has no impact on the customer experience.
Missed opportunities assigned to you during Trial and Live are covered with you.
True
False
