You have left a message on the members voicemail you document salesforce and close call as completed as the member will now call back
FALSE
Oops!
Check
Okay!
Check
15
where do you find the questions for the member material survey
member material survey tab in salesforce
Oops!
Check
Okay!
Check
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
Oops!
Check
Okay!
Check
15
A member asks " Will I receive ID Cards for my dependents ?
YES Molina Medicaid of TX issues ID cards for Each Member on Plan
Oops!
Check
Okay!
Check
15
You are making an outbound call and the member is unreachable you DOCUMENT, and close the case.
FALSE
Oops!
Check
Okay!
Check
15
WHAT STATE MUST YOU ASK MEMBER TO COMPLETE MEMBER MATERIAL SURVEY
TEXAS
Oops!
Check
Okay!
Check
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
Oops!
Check
Okay!
Check
15
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.
Oops!
Check
Okay!
Check
15
You are scheduling a PCP appointment for your member. Your documentation must include the_____ and ______.
DATE and TIME of appointment.
Oops!
Check
Okay!
Check
seesaw
Swap points!
Oops!
gift
Win 15 points!
Okay!
gift
Win 10 points!
Okay!
thief
Give points!
5
10
15
20
25
15
IN HEALTH INSURANCE WORLD A "COMPLAINT" is known as what??
GRIEVANCE
Oops!
Check
Okay!
Check
monster
Reset all scores!
Oops!
magnet
Take 10 points!
Okay!
shark
Other team loses 25 points!
Okay!
baam
Lose 20 points!
Oops!
15
If its NOT DOCUMENTED it________ __________!
DIDNT HAPPEN!
Oops!
Check
Okay!
Check
15
MEDCAID MEMBER has just moved to a new address she needs to report this to ________
state welfare office
Oops!
Check
Okay!
Check
15
VISION BENEFITS are included for TEXAS MEDICAID members. TRUE/FALSE