Consider the following greeting did this agent nail his opening? HI ! This is ANDY Calling from Molina Health Care of TEXAS may I speak to CLINTON BIXBY?
Only ask for your Member by their FIRST NAME. Full names are PHI.
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banana
Go to last place!
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rocket
Go to first place!
Okay!
gift
Win 10 points!
Okay!
banana
Go to last place!
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15
Following the Caller Verification Grid you realize the member you are calling about is a minor. What do you do
This isâŊ<âŊRepresentativeâsâŊFirst name>âŊfrom Molina Healthcare. May I please speak to [the parent or guardian of]âŊ<Member First name>?âŊ
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15
You ask your member if they mind taking a few minutes to complete a brief HEALTH RISK ASSESSMENT and they say sure,but I dont have time . Is there somewhere else I can complete it?
MYMOLINA self service member portal
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15
IN HEALTH INSURANCE WORLD A "COMPLAINT" is known as what??
GRIEVANCE
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15
a member asks to be placed on the DO NOT CALL LIST you should leave call open to be reassigned.
FALSE CLOSE AND DOCUMENT
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15
Molina Health Care Transportation Department provide rides to active Medicaid members for PCP appointments
FALSE
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15
Which case type do you select for the IL HRA survey in SALESFORCE
RESPONDING TO MEMBER OUTREACH
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15
Your member agrees to do the member material survey. Where do you document their responses to the survey questions?
âMember Material Surveyâ tab in SFL
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15
MEDCAID MEMBER has just moved to a new address she needs to report this to ________
state welfare office
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15
Your member confirms that her PCP we have on file is correct. What is your next question to her ?
Have you had an opportunity to make an appointment to see your routine care provider?
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15
IN HEALTH INSURANCE WORLD A DENIAL EQUALS WHAT?
APPEAL
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15
VISION BENEFITS are included for TEXAS MEDICAID members. TRUE/FALSE