2015 Attorney General Agreement

20 Questions | Total Attempts: 359

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2015 Attorney General Agreement

Complete the Minnesota Attorney General Agreement Testing. 100% is considered the passing score. Good luck!


Questions and Answers
  • 1. 
    Review the SlidesReview the Attorney General Manual on the Intranet if necessaryWhen you are ready click NEXT to begin the test.Thank You and Good Luck!
  • 2. 
    What does the Attorney General Agreement outline?
    • A. 

      A hospital bill should never get in the way of a Minnesotan receiving essential health services

    • B. 

      Financial aid policies of the hospitals should be consistent with the mission and values of the hospital

    • C. 

      The facility must take into account each individual's ability to contribute to the cost of his or her care

    • D. 

      All the Above

  • 3. 
    Each collection agency must enforce a zero tolerance standard for abusive, harassing, offensive, deceptive or misleading language or conduct by its employees in relation to collection accounts.
    • A. 

      True

    • B. 

      False

  • 4. 
    As a collection agency we are required to:
    • A. 

      Refer anyone we feel may be eligible to the client for financial assistance

    • B. 

      Suspended collection activity to give the consumer the opportunity to apply for financial assistance

    • C. 

      Give the consumer the opportunity to contact the Central Business Office if they wish to.

    • D. 

      All the above

  • 5. 
    This is the language that is on all JCC AG notices:"If you feel that your concerns have not been addressed, please contact us at 866-736-4729 to first allow us the opportunity to try and address your concerns. Or, you have the option to address any concerns with the Minnesota Attorney General's Office, which can be reached at 651-296-3353 or 1-800-657-3787."
    • A. 

      True

    • B. 

      False

  • 6. 
    Each CRS system note will include a date and time stamp which CAN be altered.
    • A. 

      True

    • B. 

      False

  • 7. 
    What helps ensure that we are doing our very best to find the best possible solution for the situations we encounter?
    • A. 

      Compassion, Dignity and Respect

    • B. 

      Open, Facts, Dun, Close

    • C. 

      Refer consumers to Financial Assistance when they say they don't want to pay the balance

    • D. 

      Negotiate arrangements from the start of the phone call

  • 8. 
    In regards to our AG clients, which of the following statements are TRUE:
    • A. 

      Financial Assistance should never be offered

    • B. 

      JCC will not report to the credit bureau

    • C. 

      JCC should not refer anyone for financial assistance if they have a job

    • D. 

      It is not important to log disputes and complaints

  • 9. 
    Which of the following statements are FALSE:
    • A. 

      When leaving message, it is required you follow the Full Disclosure Messaging Policy.

    • B. 

      If a consumer is rude and yelling at you, it is OK to be rude back.

    • C. 

      All consumers should be treated with compassion, dignity and respect.

    • D. 

      All notices we send to AG clients must have the Attorney General's phone number on them.

  • 10. 
    What are my responsibilities when dealing with insurance issues:
    • A. 

      Ask questions and gather information to determine if it is a valid insurance issue

    • B. 

      Confirm insurance was effective on the date of service

    • C. 

      Use tools available to you ("O" screen, client notes, itemized statements in Docuware, etc.)

    • D. 

      Collect as much information as possible and document the account

    • E. 

      All the Above

  • 11. 
    Having learned the consumer has a Workman's Comp/Personal Injury case it is your responsibility to obtain attorney information if it is available.
    • A. 

      True

    • B. 

      False

  • 12. 
    When can you recommend an account to legal?
    • A. 

      We feel the consumer has the ability to pay, but refuses to work with us

    • B. 

      The client allows it

    • C. 

      The balance owing is the consumer's responsibility

    • D. 

      All the above

  • 13. 
    What are some of the prerequisites that need to be met before sending an account to legal?
    • A. 

      All known 3rd party payers have been billed and the debt is the responsibility of the guarantor

    • B. 

      The consumer does not qualify for Financial Assistance

    • C. 

      The consumer is not on public or government programs i.e.: SSI, Welfare, etc.

    • D. 

      All the above

  • 14. 
    The scripting below is our approved scripting for our Legal Clients:"Mr./Mrs./Ms. Consumer, we have attempted to resolve this balance with you on a voluntary basis and our attempts so far have been unsuccessful.  Unless we can come to an agreement on this balance today, your account will be reviewed and if appropriate suit authorization will be requested from our client. 
    • A. 

      True

    • B. 

      False

  • 15. 
    Which is an example of a dispute?
    • A. 

      The last representative was very rude

    • B. 

      The charges are excessive and I will not pay them

    • C. 

      The last representative hung up on me

    • D. 

      All of the above

  • 16. 
    I understand how to refer people to our client for financial assistance/charity care/community care when necessary.
    • A. 

      Yes I Do

    • B. 

      No I do not

  • 17. 
    Which is an example of a complaint:
    • A. 

      The collector was rude and hung up on me

    • B. 

      My insurance was not billed correctly I don't think I owe that much

    • C. 

      My insurance is suppose to pay this

    • D. 

      All the Above

  • 18. 
    I understand the Complaint process and I know how to update a Complaint properly in our Complaint/Dispute Database.
    • A. 

      Yes I Do

    • B. 

      No I do not

  • 19. 
    The purpose of Financial assistance is to provide help with uncompensated care and services rendered to patients who are deemed unable to pay all, or a portion of the charges which would normally be payable by them.
    • A. 

      True

    • B. 

      False

  • 20. 
    As an uninsured consumer whose annual household income is $125,000 or less what are the responsibilities of our client:
    • A. 

      The facility must discount the charges to the same extent they would have discounted to an insured patient

    • B. 

      If the hospital becomes aware I am uninsured at any point they shall promptly adjust its charges so as not to exceed the amount allowable under the uninsured patient clause

    • C. 

      They have no responsibilities

    • D. 

      Both A and B

  • 21. 
    As part of my job I will ensure that our clients' mission, core values, and services will be upheld. Respect, Integrity and Dignity are the key words in all communications with consumers. It is my job to work with consumers to find solutions that will work for our clients as well as the consumers we are calling.
    • A. 

      Yes I agree with this statement

    • B. 

      No I disagree with this statement

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