CSR Final Assessment - 2013

15 Questions | Total Attempts: 46

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CSR Final Assessment - 2013

You will have 2 hours to complete the Assessment. You must pass with a score of 75 percent or higher. If you do not pass with the first attempt, raise your hand and the trainers will review your answers with you. Once the trainers give you permission, you may take the assessment a second time. Do not work in groups. Use all of your tools to help you find the correct answer. (RightNow, SSC, SharePoint) If you have any questions, please raise your hand. INFORMATION IN THE SCENARIO (QUESTION) OVERIDE THE INFORMATION IN THE SSC After you finish and pass the assessment, review the Enrollment Requirements and Funding Information in the Client Guide. GOOD LUCK!


Questions and Answers
  • 1. 
    Mr. Kashyyyk called in to set up an appointment.  You are not sure how to pronounce his last name.  What should you do? 
    • A. 

      You should ask him how exactly he pronounces his last name and write the pronunciation down on a piece of paper. Then you should use his last name throughout the call, unless he specifically asks you to use his first name.

    • B. 

      You should call him Mr. K.

    • C. 

      You should ask him if it is okay to use his first name.

    • D. 

      Since his last name is too difficult to pronounce, you should just use his first name.

  • 2. 
    Mrs. Green has a question that you are not sure about.  You need to put her on hold so that you can research her question.  What should you do?
    • A. 

      You should ask if it would be okay to put her on hold for a moment while you research her question. Then wait for her to respond to your question prior to putting her on hold.

    • B. 

      You should ask if it would be to put her on hold for a moment while you research her question. Then do not wait for her to respond to your question prior to putting her on hold.

    • C. 

      You should tell her that you are going to put her on hold and then do it.

    • D. 

      You should put her on hold without letting her know in advance because she may have some objection which will only slow down your research.

  • 3. 
    No CID – Open a blank incident. Today is July 26, 2013. Mrs. Johnson wants to cancel her VSP plan.  The application was completed on July 15, 2013 and dispatched to the carrier two days later.   The plan is scheduled to go into effect on August 1, 2013. What is the correct Answer Summary ID number?
    • A. 

      249

    • B. 

      248

    • C. 

      250

    • D. 

      251

  • 4. 
    13766973 Mr. Paul Stan KissStage is a retiree from Allstate.  He says that Allstate cancelled his friends funding account on July 1, 2013.  He wants to know if that is going to happen to him as well.  He has been receiving $70 each month since he originally enrolled in his AARP MS Plan F and Express Scripts PDP back in 2009. What is the correct Answer Summary ID number?
    • A. 

      162

    • B. 

      160

    • C. 

      164

    • D. 

      166

  • 5. 
    No CID – Open a blank incident. Today is June 7, 2013. Mr. Watson wants to know when Delta Dental will bill him for his plan that he enrolled in back on April 15, 2013.  He has not heard anything from Delta Dental. The application Status History in the SSC shows the application was dispatched on June 5, but there has not been ANY update since then. He confirms that the banking information on the application is correct. On a 3-way call, the Delta Dental CSR says that Delta Dental has not received an application for Mr. Watson. What is the correct Answer Summary ID number?
    • A. 

      283

    • B. 

      281

    • C. 

      275

    • D. 

      221

  • 6. 
    13716175 Today is July 13, 2013. Mrs. Rose SeeStage enrolled in an Aetna Golden Choice Premier Plan PPO a couple years ago and she has never received an automatic reimbursement (AR) payment. She wants to know why. She receives $3,000 from year from Louis Dreyfus and she always pays her premium on time. She says if she can, she would like to begin receiving AR. What is the correct Answer Summary ID number?
    • A. 

      187

    • B. 

      188

    • C. 

      184

    • D. 

      185

  • 7. 
    13102917 Today is August 14, 2013. Mr. Alvin RedStage is a Korean War veteran.   He enrolled in a Florida Blue Plan F on November 15, 2007.  He has several chronic health conditions and has had a heart attack.  His premiums are automatically deducted from his checking account.  He really likes the coverage he receives from his Florida Blue Plan, but his premiums are very expensive.   He wants to know if there is another plan similar to the one he has with a lower premium. What is the correct Answer Summary ID number?
    • A. 

      400

    • B. 

      401

    • C. 

      187

    • D. 

      188

  • 8. 
    13419221 Today is February 28, 2013. Mr. WestStage is a widower.   His wife, Dorothea passed away several months ago.   Last October he enrolled into an Aetna Plan F.  He has paid his first two premiums already.  The first one he paid back in October when he enrolled, and the bank withdrew the second one on February 1 of this year.  He says the Benefit Advisor who enrolled him said that he would be automatically reimbursed the cost of his premiums each month. He would like to know where his reimbursements are. What is the correct Answer Summary ID number?
    • A. 

      185 or 186

    • B. 

      187 or 188

    • C. 

      188 or 189

    • D. 

      183 or 182

  • 9. 
    13753858 Today is July 26, 2013. Mr. Jackson NoBankStage is calling because his mother Bonnie passed away yesterday and he is calling for information about what he needs to do. He can only verify her name and date of birth.  He does not know the last four digits of her SSN and the phone number does not match what is in the SSC. Which one of the following things should you NOT do?
    • A. 

      Explain to Mr. NoBankStage that you cannot discuss Mrs. NoBankStage’s account with him since he cannot secure the call.

    • B. 

      Create an incident: Call Reason = Customer Records / Death Notification

    • C. 

      Send your condolences to Mr. NoBankStage.

    • D. 

      Invite Mr. NoBankStage to notify the insurance companies to let them know of his mother’s passing.

  • 10. 
    Today is July 29, 2013. Mr. Cameron FreeStage is a Ford retiree.  He is going to retire next month and got a letter telling him to contact Extend Health.  He wants to enroll in a plan. There is no record for him in the SSC. What is the correct Answer Summary ID number?
    • A. 

      252

    • B. 

      251

    • C. 

      125

    • D. 

      225

  • 11. 
    Today is March 5, 2013. Mr. Reagan GipperStage received a letter from Blue Shield of California.  He says that they are going to cancel his application.  He enrolled less than a month ago. Which one of the following things should you have him do?
    • A. 

      Have him read you the letter.

    • B. 

      Invite him to call his former employer to file a formal complaint about Extend Health.

    • C. 

      Transfer the call back into the CSR queue. There may be another CSR who will be able to help him.

    • D. 

      Tell him that if Blue Shield of California is going to cancel his application, then he should call them and see if they will let him enroll in a different plan directly with them.

  • 12. 
    13745939 Today is December 1, 2009. Mr. Edward CulStage enrolled in an AARP MedicareRx Preferred PDP on November 12.  He has not received his cards or had any correspondence from the carrier. He wants to know where his cards are. What is the correct Answer Summary ID number? Thee policy is NOT showing “Issued in the SSC. The currents application status in the SSC is Application Dispatched. ALL of the information in the SSC and application is correct. He answered YES to the OEV call from AARP. Medicare.gov shows "Current: Original Medicare, FUTURE N/A”
    • A. 

      525

    • B. 

      536

    • C. 

      524

    • D. 

      523

  • 13. 
    13745102 Today is December 20, 2013 Mr. Adam BlueStage submitted a manual for some medical expenses.  He has not heard back on it and wants to know if and when they will be paid. What is the correct Answer Summary ID number?
    • A. 

      169

    • B. 

      170

    • C. 

      167

    • D. 

      168

  • 14. 
    14009908 Mr. Elvis PresStage wants to submit a medical claim so he can buy a new hound dog.  His old one was cryin’ all the time. All he wants to know is how much money he has in his funding account.  After that, all his questions will be answered and he can go back to Graceland. What is the correct Answer Summary ID number?
    • A. 

      163

    • B. 

      164

    • C. 

      146

    • D. 

      162

  • 15. 
    13896607 Today is March 7, 2011. Mrs. Esther Stage has not received her AR payment for the March premium for her United of Omaha plan F and wants to know where it is. She should receive $2,889 from Weyerhaeuser for the year beginning on January 1, 2011. She has paid all her premiums on time via check. What is the correct answer ID in the answer summary?
    • A. 

      196

    • B. 

      169

    • C. 

      691

    • D. 

      961

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