Ibc Assessment

11 Questions | Total Attempts: 27

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Assessment Quizzes & Trivia

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Questions and Answers
  • 1. 
    • A. 

      “Thank you for calling Coverage Determinations for Medicare Part D. My name is ______, [title]; may I have the member’s ID number please.”

    • B. 

      “Thank you for calling Aetna Pharmacy Management. My name is ______ + [title]; may I have the member’s ID number please.”

    • C. 

      “Thank you for calling CVS Caremark. My name is ______, a technician; may I have the member’s ID number please.”

    • D. 

      “Thank you for calling Aetna Pharmacy Management. My name is ______ + [title]; has the caller been authenticated?”

  • 2. 
    Which authenticators/identifiers are Primary
    • A. 

      Member's address

    • B. 

      Member's date of birth

    • C. 

      Drug name

    • D. 

      Member's gender

    • E. 

      HICN number (Medicare number)

    • F. 

      Member phone number

    • G. 

      Drug Rx number

    • H. 

      Member ID

    • I. 

      Physician's office address

    • J. 

      Prescribing physician

    • K. 

      Member's full name

  • 3. 
    • A. 

      Member's address

    • B. 

      Member's date of birth

    • C. 

      Drug name

    • D. 

      Member's gender

    • E. 

      HICN number (Medicare number)

    • F. 

      Member phone number

    • G. 

      Drug Rx number

    • H. 

      Member ID

    • I. 

      Physician's office address

    • J. 

      Prescribing physician

    • K. 

      Member's full name

  • 4. 
    • A. 

      Using “please” when requesting and “thank you” when receiving information

    • B. 

      Never leaving an open line (no more than 20 seconds of silent time)

    • C. 

      Using slang or internal jargon

    • D. 

      Avoiding side conversations and talking to self-aloud

  • 5. 
    True or FalseFollowing procedures and providing all necessary information would be covered by all of the following examples:Gather and analyze information in order to assist the callerFollowed criteria protocol and asked all criteria questions completelyProvided the specific approval disclaimer/verbiage when appropriate 
    • A. 

      True

    • B. 

      False

  • 6. 
    How often do you need to check in with a caller on hold?Please be mindful of your answer - spelling counts!
  • 7. 
    You must answer your call within 20 seconds?
    • A. 

      True

    • B. 

      False

  • 8. 
    You should never leave more than _____ of silent time while on the phone with a caller?
    • A. 

      1 minute

    • B. 

      18 seconds

    • C. 

      2 minutes

    • D. 

      5 seconds

    • E. 

      20 seconds

  • 9. 
    Accuracy on an inbound call should include all of the following except: 
    • A. 

      Documenting all clinical information provided while on the call in the internal notes

    • B. 

      Guideline templates must be included in the internal note of a phone case

    • C. 

      Deliberately or intentionally delivering misleading information to the caller

    • D. 

      Documenting an inquiry call in the Notes tab of the member’s profile

  • 10. 
    What is the standard closing required when completing an inbound call?
    • A. 

      "Thank you for calling Aetna Pharmacy Management.”

    • B. 

      "Is there anything else I can help you with today? Thank you for calling Aetna Pharmacy Management.”

    • C. 

      "Thank you for calling Medicare Part D. Have a nice day, good bye."

    • D. 

      "Is there anything else I can help you with today? Thank you for calling Aetna Pharmacy Management. Have a nice day, good bye”

  • 11. 
    When and why do you change the Priority radio button on an inbound phone case?
    • A. 

      At the beginning. Most cases are Standard Priority anyway.

    • B. 

      Not until the end of the call, just to make sure no indication of Expedited is given.

    • C. 

      You do not change the priority of an Inbound call. They should all be treated as Expedited.

    • D. 

      At the beginning right after you ask the caller if they want to expedite the case. We need to remember to work our cases "Left-to-right, top-to-bottom" and the Priority button is at the top for a reason.