CSR - Data & Funding Post Assessment
- 1.When the information is NOT in the SSC or incorrect in the SSC, the incident is sent to the __________ team. They work directly with the Client.
- A.
Funding Team
- B.
Data Team
- C.
Carrier Team
- D.
AR Help Desk
- 2.The ________________ Team works with files/information sent/received to our External Funding Departments.
- A.
Funding Team
- B.
Data Team
- C.
Carrier Team
- D.
AR Help Desk
- 3.How long does it take from the timestamp for the Funding Departments to receive and load files we send them?
- A.
10 Business days
- B.
7 Business days
- C.
5 Business days
- D.
11 Business days
- 4.In order to create a good customer experience it is important to (select all that applies):
- A.
Set proper expectations
- B.
Promise to call them back and not follow through
- C.
Provide correct information
- D.
Transfer to another CSR because you do not know the answer and you do not want to bother with finding it out.
- 5.Under the Funding Amounts tab, the ____________________ Tab shows the claim summary for a specific time period.
- A.
Transactions
- B.
Funding Summary
- C.
Expense Periods
- D.
Claims History
- 6.This Funding Requirement requires the customer to contact EH with information about their current coverage before the deadline in order to access their HRA funds.
- A.
Side by Side
- B.
Must Notify Extend Health
- C.
Not required to enroll through Extend Health
- D.
Must enroll through Extend Health
- 7.The Transaction Date, under the Contributions transaction heading, on the Funding Amounts tab reflects:
- A.
When HRA Funds are active
- B.
The time period HRA are available
- C.
When Extend Health sent the file to the funding department
- D.
When the next allocation is scheduled
- 8.The following can be found under the Funding Guides tab: (Select all that applies)
- A.
Allocations Schedule
- B.
Account Settings
- C.
Qualification requirements
- D.
Reimbursable expenses
- 9.A customer complains that they have not received their funding, the CSR should check: (Select all that applies)
- A.
Is the customer showing Qualified?
- B.
Have they met the Client eligibility requirements by the specified deadline?
- C.
Has their funding been retracted?
- D.
Has EH received their information from the client?
- 10.CSRs should always use the Client Guide on EVERY call, since some Funding Department information does not appear in the SSC.
- A.
True
- B.
False
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