Quiz 5: Medicare Marketing Presentation Quiz
This quiz covers the Chapter 3 RSC Presenations on Sections 70, 80 and 90.
Questions and Answers
- 1.
It is acceptable to request a referral from ____ ? (select all that apply)
- A.
An existing member
- B.
A beneficiary attending a Sales Seminar
- C.
A beneficiary who has just enrolled in the plan at an in home visit
Correct Answer
A. An existing memberExplanation
An existing member can be a reliable source to request a referral from because they have firsthand experience with the plan and can provide insights and recommendations based on their own satisfaction and usage. They can also share their personal experiences and knowledge about the plan, which can help in making an informed decision.Rate this question:
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- 2.
It is acceptable to give a Visa gift card as a free gift at a Sales Event as long as the value does not exceed $15.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because it is not acceptable to give a Visa gift card as a free gift at a Sales Event, regardless of the value. This is because Visa gift cards are considered a form of cash and giving cash as a free gift can be seen as an unethical practice in sales events.Rate this question:
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- 3.
It is not compliant for a plan sponsor to contact a third party to reach a current member when a phone number has been disconnected.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because it is compliant for a plan sponsor to contact a third party to reach a current member when a phone number has been disconnected. The plan sponsor may need to obtain updated contact information or communicate important information to the member. However, it is important for the plan sponsor to adhere to privacy regulations and ensure that they are contacting the appropriate third party.Rate this question:
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- 4.
An agent may accept an enrollment with a January 1st effective date prior to the start of AEP if: (Select all that apply)
- A.
The agent holds the application until the start of AEP and signs with that date
- B.
The beneficiary is entitled to a SEP
- C.
The beneficiary is within their ICEP/IEP
- D.
It is never okay to accept an enrollment with an effective date of January 1st prior to the start of AEP
Correct Answer(s)
B. The beneficiary is entitled to a SEP
C. The beneficiary is within their ICEP/IEPExplanation
The correct answer is that the beneficiary is entitled to a SEP and the beneficiary is within their ICEP/IEP. This means that if the beneficiary qualifies for a Special Enrollment Period (SEP) or is within their Initial Coverage Election Period (ICEP) or Initial Enrollment Period (IEP), the agent may accept an enrollment with a January 1st effective date prior to the start of the Annual Enrollment Period (AEP).Rate this question:
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- 5.
At a Townhall Event, Paige will be singing as the primary entertainment, and Jodi and Anastasia will be doing a flaming ring toss performance during her break. If there are 67 attendees, and Jodi and Anastasia charge $250 for their performance, what is the maximum amount Arcadian can pay Paige for her show?
- A.
420
- B.
675
- C.
755
Correct Answer
C. 755 -
- 6.
If an agent is meeting with a beneficiary regarding a MA or PDP product and the prospect asks to discuss another MA or PDP product type, the agent should:
- A.
Go ahead and discuss the other plan, there is no need for another scope
- B.
Have the beneficary complete a new scope and set an appointment for at least 48 hours later
- C.
Have the benefiary complete a new scope and discuss the additional product at the same appointment
Correct Answer
C. Have the benefiary complete a new scope and discuss the additional product at the same appointmentExplanation
If a beneficiary asks to discuss another MA or PDP product type during a meeting with an agent, the agent should have the beneficiary complete a new scope and discuss the additional product at the same appointment. This ensures that the agent has the necessary information to provide appropriate advice and recommendations for the additional product. It also allows for a more efficient use of time by addressing all the beneficiary's concerns during the same appointment.Rate this question:
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- 7.
What is the amount of time allowed for a customer service representative to return a call when a current member or prospect leaves a message?
- A.
No more than one business day later
- B.
No more than two business days later
- C.
Within the same business day
Correct Answer
A. No more than one business day laterExplanation
The correct answer is "No more than one business day later." This means that a customer service representative should aim to return a call from a current member or prospect within one business day of receiving the message. This ensures timely and efficient communication with customers, which is important for maintaining customer satisfaction and building positive relationships.Rate this question:
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- 8.
____% of incoming calls must be answered within ____ seconds.
- A.
80, 30
- B.
75, 30
- C.
60, 45
Correct Answer
A. 80, 30Explanation
The correct answer is 80, 30. This means that 80% of incoming calls need to be answered within 30 seconds. This is a performance metric commonly used in call centers and customer service departments to ensure that a high percentage of calls are answered quickly, minimizing wait times for customers.Rate this question:
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- 9.
If a plan sponsor places an outbound call to an existing member, it is compliant to verify the member's identification number prior to beginning the call.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Verifying the member's identification number prior to beginning the call is not compliant. This is because it is not necessary for the plan sponsor to verify the member's identification number before making an outbound call. The plan sponsor may already have the necessary information to identify the member and can confirm their identity during the call if needed. Therefore, the correct answer is False.Rate this question:
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- 10.
An Inbound Informational Script call cannot be transferred to the enrollment area.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
An Inbound Informational Script call cannot be transferred to the enrollment area. This means that when a customer calls for information, they cannot be transferred to the department responsible for enrollment. This could be due to various reasons, such as the enrollment area being separate from the informational script department or the enrollment area not being equipped to handle informational calls. Regardless of the specific reason, the statement is true in stating that such transfers are not possible.Rate this question:
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- 11.
Call centers must meet certain operating standards. Which of the following standards apply: (Choose all that apply)
- A.
Disconnect rate of all incoming calls must not exceed 10%
- B.
Average hold time must not exceed 2 minutes
- C.
Provide service to all non-English speaking and hearing impaired beneficiaries
- D.
Follow an explicitly defined process for handling customer complaints
Correct Answer(s)
B. Average hold time must not exceed 2 minutes
C. Provide service to all non-English speaking and hearing impaired beneficiaries
D. Follow an explicitly defined process for handling customer complaintsExplanation
The correct answer is that the standards that apply are: Average hold time must not exceed 2 minutes, Provide service to all non-English speaking and hearing impaired beneficiaries, and Follow an explicitly defined process for handling customer complaints. This means that call centers need to ensure that the average hold time for callers is kept under 2 minutes, they must provide service to beneficiaries who do not speak English or have hearing impairments, and they must have a defined process for handling customer complaints.Rate this question:
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- 12.
Under extraordinary circimstances, materials can be submitted to CMS outside of HPMS via:
- A.
Mail or fax
- B.
Fax only
- C.
It is never okay to submit materials outside of HPMS
Correct Answer
A. Mail or faxExplanation
Under extraordinary circumstances, materials can be submitted to CMS outside of HPMS through mail or fax. This means that if there are exceptional situations where it is not possible to submit materials through HPMS, such as technical difficulties or emergencies, alternative methods like mail or fax can be used to ensure the timely submission of the required materials.Rate this question:
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- 13.
Regarding Marketing Material Submission, CMS is allowed to: (Check all that apply)
- A.
Initiate withdrawal of marketing materials after they have been submitted for review
- B.
Require a plan to change a previously approved Marketing Material piece
- C.
Not approve or disapprove a marketing material during the 45 or 10 day review period
Correct Answer(s)
B. Require a plan to change a previously approved Marketing Material piece
C. Not approve or disapprove a marketing material during the 45 or 10 day review periodExplanation
CMS is allowed to require a plan to change a previously approved Marketing Material piece. This means that if CMS has approved a marketing material piece in the past and there are changes that need to be made to it, CMS can request a plan outlining how those changes will be implemented.
CMS is also allowed to not approve or disapprove a marketing material during the 45 or 10 day review period. This means that CMS has the option to neither approve nor disapprove a marketing material within the specified review period.Rate this question:
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- 14.
All MA and PDP websites must be submitted to CMS for review and approval.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement is true because it states that all MA and PDP websites must be submitted to CMS for review and approval. This implies that any website belonging to MA and PDP must go through a process of review and approval by CMS before it can be considered valid or authorized.Rate this question:
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- 15.
Which of the following items are NOT subject to CMS review?
- A.
Privacy Notices
- B.
Health Risk Assessments
- C.
Scope of Appointments
- D.
Press Releases
- E.
Sales Training Documents
Correct Answer(s)
A. Privacy Notices
B. Health Risk Assessments
D. Press Releases
E. Sales Training DocumentsExplanation
CMS review refers to the review process conducted by the Centers for Medicare and Medicaid Services. This review is typically conducted for items that are related to Medicare and Medicaid programs. Privacy Notices, Health Risk Assessments, Press Releases, and Sales Training Documents are not directly related to Medicare and Medicaid programs and therefore are not subject to CMS review.Rate this question:
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Current Version
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Mar 22, 2023Quiz Edited by
ProProfs Editorial Team -
Apr 11, 2011Quiz Created by
Jodioxenreider
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