2018 Fl Smmc Complaint Quiz

15 Questions | Total Attempts: 37

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2018 Fl Smmc Complaint Quiz

Complaint Quiz


Questions and Answers
  • 1. 
    A caller states, “I want to file a complaint. This plan won’t give me any information about my coverage, and I’ve spoken to several different people. What’s the point of being on this plan if I don’t know how I’m covered?” What is the correct allegation for this complaint?
    • A. 

      I need help enrolling/disenrolling or changing plans

    • B. 

      I need help getting medical or dental care

    • C. 

      I need help with getting information about Medicaid or my Medicaid Plan

    • D. 

      None of these options describes my issue (with supervisor approval)

  • 2. 
    A caller states, “I just got off the phone with DCF and they claim to have updated my new address last week. Now you’re telling me it’s still not updated? How am I supposed to get a plan for my new area if my address won’t update? I want to file a complaint.” What is the correct allegation for this complaint?
    • A. 

      I need help with getting information about Medicaid or my Medicaid Plan

    • B. 

      I need help with having my personal information updated/corrected on Medicaid or plan record

    • C. 

      I need help enrolling/disenrolling or changing plans

    • D. 

      None of these options describes my issue (with supervisor approval)

  • 3. 
    A caller states, “This plan you all put me on is not providing enough therapy. According to my therapist none of the plans you have are offering the coverage I need. I want to file a complaint!” What is the correct allegation for this complaint?
    • A. 

      I need help enrolling/disenrolling or changing plans

    • B. 

      I need help with getting information about Medicaid or my Medicaid Plan

    • C. 

      I need help getting medical or dental care

    • D. 

      None of these options describes my issue (with supervisor approval)

  • 4. 
    A caller states, “I’m going to need to file a complaint. I only missed my Open Enrollment by a few days because I accidentally threw that letter away. Now you’re telling me I can’t change until next year because I don’t have a “Good Cause” reason? That’s ridiculous!” What is the correct allegation for this complaint?
    • A. 

      I need help getting medical or dental care

    • B. 

      I need help with having my personal information updated/corrected on Medicaid or plan record

    • C. 

      I need help enrolling/disenrolling or changing plans

    • D. 

      None of these options describes my issue (with supervisor approval)

  • 5. 
    A caller with an active TPL 11 on file states, “That Medicare coverage hasn’t been active for a while now. I already spoke with TPL and they advised me to get it removed so I can enroll. Can you help me?” What is the correct allegation for this complaint?
    • A. 

      I need help with having my personal information updated/corrected on Medicaid or plan record

    • B. 

      I need help enrolling/disenrolling or changing plans

    • C. 

      I need help getting medical or dental care

    • D. 

      None of these options describes my issue (with supervisor approval)

  • 6. 
    A caller states, “I need to get surgery after my car accident and the plan won’t cover it! I’ve processed a plan change into a plan that will, but I can’t wait that long to have this surgery, and you guys won’t make the plan change effective sooner! I need to file a complaint!” What is the correct allegation for this complaint?
    • A. 

      I need help getting medical or dental care

    • B. 

      I need help enrolling/disenrolling or changing plans

    • C. 

      I need help with getting information about Medicaid or my Medicaid Plan

    • D. 

      None of these options describes my issue (with supervisor approval)

  • 7. 
    Scenario: John Doe is complaining that his son Louis Doe is not getting the amount of therapy he needs. When calling, John provided us with his own ID, and Louis is on a different case. Which of the following picture examples shows the correct behalf category process to use for this scenario?
    • A. 

      Choose Recipient and select John Doe’s Member Checkbox because he is the one filing the complaint.

    • B. 

      Choose Recipient and Search for Louis because he is on a different case than his father.

    • C. 

      Choose Provider and search for the therapist Louis sees because the complaint is regarding Louis not getting the therapy he needs.

    • D. 

      Choose General Population and enter Louis Doe’s name in the New Affected Party Field so his name can be added to the complaint.

  • 8. 
    Scenario: Lillian Fischer is calling to complain that her grandson, Rupert Fischer’s plan is unable to be changed. Lillian does not have Medicaid, but she had Rupert’s ID and was able to verify into his case. Which of the following picture examples shows the correct behalf category process to use for this scenario?
    • A. 

      Choose Recipient and search for Lillian Fischer’s ID since she is the one filing the complaint.

    • B. 

      Choose General Population and enter Lillian Fischer’s name in the New Affected Party Textbox so you can add her to the case.

    • C. 

      Choose Provider and search for Rupert’s primary care doctor so he can be added to the complaint.

    • D. 

      Choose Recipient and check Rupert Fischer’s member checkbox because she is complaining on behalf of her grandson and he is on the case.

  • 9. 
    The Affected Individual is...
    • A. 

      The person or persons the caller is complaining against.

    • B. 

      The person or persons being affected by the issue or problem.

    • C. 

      The person or persons that constitute a Third Party Liability.

    • D. 

      The person or persons that are the Target Party.

  • 10. 
    Which of the following statements is true?
    • A. 

      All documentation submitted in HealthTrack is public record.

    • B. 

      Media, government officials and/or court may view documentation submitted through HealthTrack.

    • C. 

      Choice Counseling agents should always proof-read all of their notes for spelling errors, incorrect punctuation, and grammar.

    • D. 

      All of the above.

  • 11. 
    Before closing the call, Rosita tells the agent that she wants to cancel the complaint she is filing against her specialist. How should the agent proceed?
    • A. 

      Cancel the complaint by clicking cancel on the bottom left corner or the “X” button at the top right corner of the Complaint Wizard.

    • B. 

      Encourage Rosita to file the complaint.

    • C. 

      Complete the complaint without Rosita's authorization.

    • D. 

      Submit a request to have a Supervisor call back and further investigate the issue.

  • 12. 
    To remove HIV/AIDS, SMI, or Freedom Health special conditions from a recipient’s case, the agent should:
    • A. 

      File a complaint in HealthTrack to remove the condition.

    • B. 

      Submit a Special Condition Request in HealthTrack to remove the condition.

    • C. 

      Submit a task to a supervisor and request the removal.

    • D. 

      Contact the SNU and request they remove the condition.

  • 13. 
    Tommy filed a complaint against Molina Healthcare of Florida and asks the agent for a complaint number. How should the agent proceed?
    • A. 

      Inform Tommy that agents are not allowed to disclose the complaint number and he will be notified by mail with a resolution to his complaint.

    • B. 

      Give the complaint number to Tommy.

    • C. 

      Escalate Tommy’s call to a supervisor because only supervisors may provide the complaint number.

    • D. 

      Advise Tommy that he needs to contact AHCA Medicaid Helpline to obtain the complaint number.

  • 14. 
    Megan Ross is calling to follow up on a complaint she filed against her health plan. The agent sees in the case history in HealthTrack that the complaint status is 'In Progress' but there is no further information on the complaint's status. Megan is adamant about obtaining more information about her issue. Where should the agent refer Megan for further assistance?
    • A. 

      Escalate to a Supervisor

    • B. 

      Refer to DCF/SSA/DOEA

    • C. 

      Refer to the Health Plan

    • D. 

      Refer to The AHCA Medicaid Helpline

  • 15. 
    Julie Andrews just finished filing a complaint because the plan has not been providing her any information regarding who her son’s Primary Care Provider is. She wants to know if the state will fix the issue. What can we tell Julie?
    • A. 

      Advise Julie she will need to contact the plan in 24-48 hours to see if the state has addressed the issue.

    • B. 

      Inform Julie that we cannot guarantee the outcome of the complaint and refer to AHCA with the Complaint number for additional questions.

    • C. 

      Tell Julie that the state will handle the issue and get the plan to give her the information she needs.

    • D. 

      Offer to process a plan change so that she can get a better plan that will treat her properly.

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