Teleperformance Assessment

____ is a communication technique that requires the listener to understand, interpret, and evaluate what they are hearing. a. Active listening b. Cursory listening c. Discriminative listening d. Discerning listening

A. Active Listening

Which caller type should be selected in Omni for the following scenario? Jamie is calling to order a new ID card for his wife, Claire. a. Authorized caller/poa b. Member c. Broker d. Other

A. Authorized caller/POA

Which of the following scenarios addresses the correct way to handle a wellness alert? a. I see that you are due for a well woman's visit. b. I see that you have a gap in care.

A. I see that you are due for a well woman's visit.

In Omni, under what tab will you find address information for a member? a. Member header b. Various tabs within the member composite c. On the wrap-up screen d. All of the above

A. Member header AND B. Various tabs within the member composite

John is calling to request a new ID card. He states that he is new to the plan and has not received and ID card yet. What task/intent would you select to assist this member in OMNI? a. Order ID card b. Benefits and eligibility c. Use/send materials d. All of the above

A. Order ID card

When a member is not found in OMNI you must offer the Service Object ID Number as it is the only way we will be able to locate the call in the future. a. True b. False

A. True

The term _____ means the ability to identify with, understand and appreciate another persons' feelings, motives, desires, and situations. a. Initiative b. Empathy c. Professionalism d. Rapport

B. Empathy

When adding a verbal authorization to member account and an official release of information (PHI FORM) is requested, you will select the "yes" checkbox next to the "form requested " question and the system will automatically send the form. a. True b. False

B. False

You do not have the ability in Omni to document multiple tasks/intents under the same interaction. A. True b. False

B. False

What are two type of advance directives? a. Letter of intent and power of attorney b. Living will and power of attorney For health care c. Last will and power of attorney for health care d. Medical will and power of attorney

B. Living Will and Power of Attorney for Health Care

Which of the following terms describes a process used to measure quality by having professionals listen to an agent's telephone call? a. 3rd party customer satisfaction survey b. Accuracy control c. Call monitoring d. First call resolution

C. Call monitoring

In OMNI where would you go to attach additional notations to an intent? a. Add task menu b. Other actions menu c. Configurations tools d. Wrap up

C. Configurations tools

Ms. Turnip is threatening to harm herself if the customer service representative doesn't correct her issue. How would you handle this call? a. Select the crisis call button in OMNI B. Correct the issue so no harm comes to Ms. turnip c. Transfer the call to the crisis team d. Disconnect the call

C. Transfer the call to the crisis team.

As a customer service representative you are required to check the system to determine if the caller has legal authorization to act on behalf of a member. a. True b. False

True

Which document designates an individual to make medical decisions for the member in the event they are unable to do so? a. Power of attorney for health care b. Power of attorney c. Living will d. Letter of intent

A. Power of attorney for health care

When a member states they have called in before about the same issue where would you go to see the previous call notes? a. Call history intent b. Recent interactions tab of the Member Composite c. Documents tab in the Member Composite d. Benefits and Eligibility Intent

B. Recent interactions tab of the member composite

Which of the following can a member NOT do using the Customer service interactive voice response system? a. Verify eligibility b. Verify monthly premiums c. Order ID card d. Request member handbook

B. Verify monthly premiums

Which of the following is an appropriate phrase showing ownership? a. "I can't process that request" b. "I am not sure what I can do for you" c. "I understand. Let me take a look at your information " d. "I don't understand your request?"

C. "I understand. Let me take a look at your information"

In OMNI which of the following texts should be communicated to the member? a. Scripting text b. Instructional text c. Education text d. Disclaimer text

C. Education text AND D. Disclaimer text

Which of the following is an appropriate response to an angry caller? a. The only thing I can do for you today is change your pcp b. Please call back when you are in a happy mood c. I can't help you with this d. Demonstrate empathy, assist the caller to the best of your ability

D. Demonstrate empathy, assist the caller to the best of your ability

You are assisting a member with an inquiry and you realize the wrong task/intent was selected. How would you proceed? a. Elect the cancel call button and identify the wrong task/intent was selected b. Select the back button until you return to the call driver listing c. Restart OMNI d. Select cancel this work from the other actions menu and identify the incorrect intent was selected

D. Select cancel this work from the other actions menu and identify the incorrect intent was selected

Mr. Hemingway calls and you are unable to locate him in Omni. What action would you take to assist? a. Select the nonmember call option to proceed with the call b. Advise the member that they are not in the system and should contact their local Medicaid office c. Transfer the call to the enrollment department so they can validate the information to be added into the system. d. Select the member not found option to proceed with the call.

D. Select the member not found option to proceed with the call.

Frank is calling for his mother, who is a member. Frank states he has legal power of attorney for his mother. Where would you look to verify this? a. Centene.com b. Special handling notes c. OMPR file repository within the documents tab of the member composite d. None of the above

OMPR file repository within the documents tab of the member composite

In Omni the non member interactive tab is used for what?

To document a provider interaction