Contact Center Special Cases Training

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| By Catherine Halcomb
Catherine Halcomb
Community Contributor
Quizzes Created: 1443 | Total Attempts: 6,686,485
| Attempts: 195
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  • 1/25 Questions

    This customer has the Ante partum provision.

    • True
    • False
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About This Quiz

Your Mission:
Please use the instruction sheet to answer these questions. Be sure to place close attention to the numbers as you will use different claim/policy numbers during this knowledge check. You may use your resources.

Contact Center Special Cases Training - Quiz

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  • 2. 

    The Ante partum coverage is paid. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The Viacom Maternity Cheat Sheet affirms that the ante-partum coverage is paid.

    Rate this question:

  • 3. 

    This EE has a claim for state-mandated STD coverage.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    NaviLink search results show both a Group STD and a State-mandated STD claim.

    Rate this question:

  • 4. 

    Will the State Disability claim run concurrently or sequentially with the claim on the ER SI policy?

    • Concurrently

    • Sequentially

    Correct Answer
    A. Concurrently
    Explanation
    The state-mandated disability runs concurrently with Group STD coverage.

    Rate this question:

  • 5. 

    The EE is required to use her PTO during the PFL time once her FML exhausts. 

    • True

    • False

    Correct Answer
    A. False
    Explanation
    This EE has the option to be paid 100% using vacation time only or can receive partial payment using PFL only. This information can be found in the MSK Maternity Cheat Sheet.

    Rate this question:

  • 6. 

    This employee works in NY so may be eligible for NY PFL. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The EE lives and works in New York so may be elig for PFL benefits.

    Rate this question:

  • 7. 

    You should offer to send the LOA tool in SHT when an EE calls in with questions related to leave types and durations as a visual aid to help. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    You should be offering and sending it when applicable to the call.

    Rate this question:

  • 8. 

    The ER is advised of the EE's leave status.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Folder Contents for the FMLA Leave shows an Employer-Outgoing email containing New Leave Status was sent on 04/03/19.

    Rate this question:

  • 9. 

    In general, NY Paid Family Leave can be taken from the date that the mother gives birth if she chooses to do so. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The EE can chose to use PFL from when the baby is born or after the DBL ends. .

    Rate this question:

  • 10. 

    The EE can take two weeks off prior to her date of delivery without a doctor note. 

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The Ante-Partum period is medically manager would would require medical support.

    Rate this question:

  • 11. 

    This ER pays their EEs that are the birth parent 100% 6 weeks for STD and then 100% for 6 weeks under the parental leave. 

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The paid parental of 100% begins as of the babies date of birth for the birth parent.

    Rate this question:

  • 12. 

    You are required to access the SHT, Policy Provisions in NL/CME, the claim/leave (if applicable) and AIT before discussing any benefits with the  caller. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    It is extremely important that you are using all of your resources. Reach out to a mentor if needed.

    Rate this question:

  • 13. 

    What type of state-mandated claim does this employee have?

    • HI TDI

    • NJ TDB

    • NY DBL

    Correct Answer
    A. NY DBL
    Explanation
    This employee is eligible for New York state DBL because she works in NY.

    Rate this question:

  • 14. 

    If this EE has the ante partum provision, what is its duration in weeks?

    • 1

    • 2

    • 4

    • 6

    Correct Answer
    A. 2
    Explanation
    The Account Information Tool and NaviLink Plan Info show us that this customer is eligible for two weeks ante-partum paid leave.

    Rate this question:

  • 15. 

    If the ante partum coverage is paid who pays: The ER or Unum?

    • ER

    • Unum

    Correct Answer
    A. ER
    Explanation
    Because the Group coverage is ATP, the Employer pays the ante-partum leave.

    Rate this question:

  • 16. 

    The benefits duration for vaginal delivery on the Group STD coverage is how many weeks?

    • 2

    • 4

    • 6

    • 8

    Correct Answer
    A. 6
    Explanation
    NaviLink Plan Info shows us that an eligible employee may take 6 for delivering a baby vaginally.

    Rate this question:

  • 17. 

    The benefits duration for C-section delivery on the Group STD coverage is how many weeks?

    • 2

    • 4

    • 6

    • 8

    Correct Answer
    A. 8
    Explanation
    NaviLink Plan Info shows us that an eligible employee may take 8 weeks for delivering a baby via C-Section.

    Rate this question:

  • 18. 

    Who pays the Group STD benefit: Unum or the Employer?

    • Unum

    • ER

    Correct Answer
    A. ER
    Explanation
    The Group STD is ATP, which means the employer pays the STD benefits.

    Rate this question:

  • 19. 

    The benefits duration for the state-mandated STD coverage for vaginal delivery is:

    • 2 weeks

    • 4 weeks

    • 6 weeks

    • 8 weeks

    Correct Answer
    A. 6 weeks
    Explanation
    NY DBL offers up to 6 weeks of STD coverage for eligible employees who deliver vaginally.

    Rate this question:

  • 20. 

    This EE's claims/leave are pending LDW/MAT info.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The LDW and DOD was recent confirmed on 8/16/19

    Rate this question:

  • 21. 

    Since the employee lives and works in New York, what other protections could be available to her if she is eligible?

    • TDI

    • PFL

    • Workers Comp

    • TDB

    Correct Answer
    A. PFL
    Explanation
    The New York Paid Family Leave protection is available to this EE if she is eligible.

    Rate this question:

  • 22. 

    Unum has received the DOD/LDW info.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Folder Contents reflects this as of 06/12/19.

    Rate this question:

  • 23. 

    The caregiver leave can be taken for a mother-in-law. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    AIT reflects that it can be taken for Spouse, Parent, Child, Grandparent, Grandchild, Domestic Partner, Parent-in-law, Siblings

    Rate this question:

  • 24. 

    The non maternity parental leave can be taken on an intermittent basis. 

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The parental leave is only a full leave and cannot be taken intermittently.

    Rate this question:

  • 25. 

    If an EE has a continuous leave  in 2018 for NY PFL that turns over into 2019.  Their benefit and duration will increase as of 1/1/19. 

    • True

    • False

    Correct Answer
    A. False
    Explanation
    It will be based of the 1st absence date for the leave so it will remain as the 2018 benefit. An employee will need to file a new unrelated leave or leave after 3 full months to qualify for the 2019 benefit.

    Rate this question:

Quiz Review Timeline (Updated): Mar 19, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 19, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 03, 2018
    Quiz Created by
    Catherine Halcomb
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