WorksheetsAetna Quiz
Total questions: 10
Worksheet time: 4mins
¿How can we verify an account in ASD?
SSN and DOB
Phone brand
In SDA navigation
All of above
¿Do we have at aetna a standardized greeting for all the calls?
No, we don't
Yes, we do
Only for some calls
Yes, we don't
¿When a member call us so angry, what should we do?
Transfer the call
Be indiferent and anwer thei questions
Be kind and solve their questions
Nothing
If a member calls crying because her mother pass away, which of the following features should we show with him/her?
Sympathy
Empathy
Love
Indifference
If a customer doesn't give us the correct information to validate the correct account the CSR:
Validate the account
Tell to the customer that it is incorrect and he has to provide correct information
Call a manager
Ask to Carmen
You may release insurance information:
When the customer request it immediately
At any time when the CSR feels free to do it
When necessary to prevent or prosecute illegal activities
When we want to do that
Which details/information are included into individually identifiable form:
Date of birth and address
Email address and phone number
Names and social security number
Only social security number
People to whom personal information in discloses must have:
An account linked directly on Aetna
An insurance-related or health-related need to know
Several bank account
Money
¿How many confidentiality levels are there?
1
2
I'm not sure
3
Give to your body....
Aetna insurance
Alegria macarena
HIPPA validation
Let me check
