CSR - Ar Post-assessment

1.

The first requirement for Auto-reimbursement to function is:

A.

The customer paid their premium
B.

The customer is qualified for funding
C.

The customer has funds available in their HRA
D.

Auto-reimbursement is turned on

Correct Answer
C. The customer has funds available in their HRA

Explanation
The correct answer is "The customer has funds available in their HRA." This means that for Auto-reimbursement to work, the customer must have funds available in their Health Reimbursement Arrangement (HRA). This makes sense because Auto-reimbursement is a process where the customer's eligible expenses are automatically reimbursed from their HRA funds, so if there are no funds available, the reimbursement cannot take place.

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2.

What is the first thing a CSR should do when a customer states that they have not received their reimbursement:

A.

Chat AR help desk
B.

Transfer the call to the funding department
C.

Verify that the customer has met all of the AR requirements
D.

Send an email to the carrier team
E.

Advise the customer to call the carrier

Correct Answer
C. Verify that the customer has met all of the AR requirements

Explanation
When a customer states that they have not received their reimbursement, the first thing a CSR should do is verify that the customer has met all of the AR (Accounts Receivable) requirements. This is important because if the customer has not met all the requirements, they may not be eligible for reimbursement. By verifying this information, the CSR can determine if the customer is eligible for reimbursement or if there are any missing requirements that need to be fulfilled before the reimbursement can be processed.

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3.

If an AR file is showing ‘Payment Blocked,’ this indicates:

A.

The carrier has sent us the payment file but no action has been made on it
B.

That EH has received the file and it is ready to be sent to the funding department
C.

That the file has been stopped and is being prevented from any further action.
D.

That the customer has either selected to turn AR off or they did not elect to turn AR on
E.

That the file was sent to the funding department

Correct Answer
C. That the file has been stopped and is being prevented from any further action.

Explanation
The correct answer is that the file has been stopped and is being prevented from any further action. This means that there is an issue or error with the file, and it cannot proceed to the next step or be processed any further. It could be due to missing information, a discrepancy, or any other reason that requires the file to be halted.

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4.

Once the AR file is sent to the funding department, the customer should expect to receive their reimbursement in:

A.

2 or 3 months
B.

7 - 10 business days if they have direct deposit and up to 14 business days if they are receiving a check
C.

4 - 6 weeks
D.

By the 15th of the month

Correct Answer
B. 7 - 10 business days if they have direct deposit and up to 14 business days if they are receiving a check

Explanation
The correct answer is 7 - 10 business days if they have direct deposit and up to 14 business days if they are receiving a check. This is because direct deposit is a faster method of transferring funds compared to sending a physical check through mail. Therefore, customers who have direct deposit can expect to receive their reimbursement within 7 - 10 business days, while those receiving a check may have to wait up to 14 business days for it to arrive.

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5.

A CSR can view the history of changes made to AR in the customer’s policy

A.

True
B.

False

Correct Answer
A. True

Explanation
A CSR (Customer Service Representative) is able to view the history of changes made to AR (Accounts Receivable) in the customer's policy. This means that they have access to the record of any modifications or updates that have been made to the customer's financial accounts. This information is important for the CSR to have a complete understanding of the customer's payment history and any adjustments that have been made to their account. By having access to this history, the CSR can provide accurate and informed assistance to the customer regarding their financial transactions.

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6.

Auto-reimbursement can be changed: (select all that applies)

A.

Online
B.

By calling the funding department
C.

By calling EH
D.

AR cannot be changed after the policy has been issued

Correct Answer(s)
A. Online
C. By calling EH

Explanation
The correct answer is Online and By calling EH. Auto-reimbursement can be changed either online or by calling EH. Both methods allow for the modification of auto-reimbursement preferences.

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7.

What is Auto-reimbursement? (Select all that applies)

A.

Reimbursedment for premiums without submitting a claim form
B.

Reimbursement for copays and deductibles without submitting a claim form
C.

Optional service that all carriers participate in
D.

Optional service created by Extend Health
E.

Optional service that the customer can participate in

Correct Answer(s)
A. Reimbursedment for premiums without submitting a claim form
D. Optional service created by Extend Health
E. Optional service that the customer can participate in

Explanation
Auto-reimbursement is a service created by Extend Health that allows customers to participate in the reimbursement for premiums without submitting a claim form. It is an optional service that customers can choose to utilize.

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8.

In the Auto-reimbursement History, the CSR can view: (select all that applies)

A.

Amount
B.

Current Status
C.

Billing period
D.

Date of status

Correct Answer(s)
A. Amount
B. Current Status
C. Billing period
D. Date of status

Explanation
In the Auto-reimbursement History, the CSR can view the amount of the reimbursement, the current status of the reimbursement, the billing period for which the reimbursement is applicable, and the date on which the status of the reimbursement was updated.

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9.

If an AR file is showing ‘Payment Mapped,’ this indicates:

A.

The carrier has sent us the payment file but no action had been made on it
B.

That EH has received the file and it is ready to be sent to the funding department
C.

That the file has been stopped and is being prevented from any further action
D.

That the customer has either selected to turn AR off or they did not elect to turn AR on
E.

That the file was sent to the fudning department

Correct Answer
B. That EH has received the file and it is ready to be sent to the funding department

Explanation
If an AR file is showing "Payment Mapped," it indicates that EH (presumably a department or individual) has received the file and it is ready to be sent to the funding department. This suggests that the necessary steps have been taken to process the payment and it is now in the hands of EH for further action.

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10.

Once the customer meets the requirements for Auto-reimbursement, the first step in the AR process is:

A.

Extend Health forwards reciept of payment to the funding department
B.

The insurance company fowards receipt of payment to Extend Health
C.

The funding department reimburses the customer
D.

The customer pays the plan premium to the insurance company

Correct Answer
D. The customer pays the plan premium to the insurance company

Explanation
After meeting the requirements for Auto-reimbursement, the first step in the AR process is for the customer to pay the plan premium to the insurance company. This indicates that the customer is responsible for making the payment to the insurance company in order to initiate the reimbursement process.

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