CERT Mentor - Profile Quiz

1. You are working on a Humana Certification with a Benefit Advisor when you experience an error that keeps you from completing a test. You've never seen this error before. What do you do?

I walk over to a fellow Certification Mentor and ask them about the error to see if they have encountered it before and how I can fix it.

I send a ping to a fellow Mentor in Utah and ask them if they have encountered the error before and see if they can show me how to resolve the issue.

I go into the instructions to see if there is anything about known errors and how to fix them.

2. You have been given a project to create a report that will show your overall progress during the Certification season. How do you accomplish this?

I create a spreadsheet that will track each field that is being measured.

I keep a detailed report of my activities by having each person I help send me an email, or ping, that will officially time stamp and track my assistance.

I manually track my efforts by creating a worksheet I can fill out each day. Then I file them for reference later.

3. A Benefit Advisor has stopped you on your way back to your desk. They explain that they have had several issues with a Certification. How do you handle this situation?

I chat into Cert Central so that the issue can be logged and then I quickly help them before heading back to my desk.

I ask them what the issue is and provide verbal assistance on what they could use to solve the problem, such as Cert Central, the given instructions, or the slides and resource materials provided by the carrier.

I ask them to chat into Cert Central and continue to my desk. I check to see if they chatted in to make sure they received help.

4. You are completing your Certifications and notice that a test is asking for an answer that the slides indicate is wrong. How do you handle this?

I take a screenshot of the incorrect answer and question and send it via email to Cert Central with the accompanying screenshot of the slides and the answer they seem to give.

I ask my fellow Mentors if this is an issue anyone else has brought up, then take the appropriate action depending on their answer.

I revisit the slides to see if I am just missing something. If I still can’t find the answer there, I attempt to look over their information online to see if the carrier’s own web sources are backing up the answer that is being accepted.

5. You have been asked by a Benefit Advisor to go over the answers for their first attempt before they submit. They don't want to have to take the test again, and would like your assistance. How do you handle this situation?

You ask them to chat into Cert Central for assistance with that issue and politely excuse yourself.

You inform them that Certification Mentors as a rule do not review first attempts and then head back to your desk.

You tell them that, per instructions given by Compliance and the Certification Coordinators, you are not allowed to assist them with a first attempt, and ask that they chat into Cert Central if they should require help with a second attempt.

6. You are asked to review a proof that was submitted in the Admin Suite. While there, you notice several proofs that have been approved, but that are not the correct proof (per the instructions). How do you handle this situation?

I inform a Certification Coordinator that I have noticed that several of the approved proofs are incorrect.

I go over each proof again, as well as the proof example that is provided, to make sure it is in fact incorrect. If it is still looking incorrect to me, I take screen shot examples and email those to Cert Central so they can be aware of it.

I review the proof a second time, and if it is still looking incorrect to me, I will chat into Cert Central to ask for a link to what the proof should look like.

7. There are several Certifications coming out in the next week and you just find out that half the Certification Mentors will be out sick, on vacation, or otherwise indisposed. What do you do to prepare for the extra work load?

I work out a ticket system for those who need assistance so that they will know we are understaffed and be less likely to complain about wait times for assistance.

I proactively reach out to the Benefit Advisors on the floor to inform them of the small staff we will be working with over the next week so they will be prepared for long wait times.

I draft a document outlining our normal procedures for Certification assistance and how they will change over the next week, with emphasis on a one week-only change, due to our small staff.

8. A carrier has released a new test for a Certification and every proof has to be rejected, the test taken, and a new screenshot taken and resubmitted. How do you accomplish this?

I print out the names of each person who will have to resubmit their proof and manually check them off one by one as I work through it.

I create an Excel spreadsheet that will automatically update via a downloaded report that will show the current status of each Benefit Advisor, showing whether they have completed the test, uploaded the new proof, or have not uploaded or done anything.

I email, ping and actively communicate with each and every Benefit Advisor that needs to redo the Certification proof and take the new test.

9. You have noticed that several Mentors are failing people on a specific test. After studying the test yourself, you realize that most of the questions are asking for answers that cannot be found in the slides. What do you do?

I gather questions from the test and samples of the slides that are not showing the answers. I create a detailed report that shows what the answers should be, according to what the test shows to be correct, and then send my findings to Cert Central so that they can be aware of it.

I bring the matter up with a Certification Coordinator.

I chat into Cert Central so that they are aware of it and ask them what they would like me to tell the other Certification Mentors.

10. The head of the company has scheduled a meeting to discuss Certifications as a whole with each and every Mentor. How do you prepare for this meeting?

I go over all the notes and reports I have kept about what we do, making sure to prepare for any question that might be asked.

I pull up reports, ask Certification Mentors how they feel about the overall process, play devil’s advocate with information I have so I can be ready for any question that may pop up, and finally get a good night’s sleep so that I am prepared for the meeting.

I speak with a Certification Coordinator to see if they know what will be discussed at the meeting and proceed accordingly to prepare myself for it.

11. A team on the floor is falling far behind in Certification completion. How would you get them caught up?

I spend some extra one on one time with each Benefit Advisor and stay on top of the situation.

I actively communicate with each Benefit Advisor every day to ensure they are helped in the most timely and efficient manner.

I draft a report that shows their overall progress as a team and send that to them every day.

12. You are working on a test with a Benefit Advisor when you are approached by a supervisor and asked to assist another Benefit Advisor. You explain that you will help them soon, but the supervisor is insistent that you come now. How do you respond?

I tell them I cannot leave the Benefit Advisor that I am with, but I will chat into Cert Central for them and have someone sent to their team.

I inform the Benefit Advisor that I am working with that I will return very shortly. I go with the supervisor, and once I am at the desk of the Benefit Advisor, chat into Cert Central and ask them to send a Certification Mentor.

I tell the supervisor that per the instructions given by the Certification Coordinators I cannot stop assisting the Benefit Advisor I am currently with. I ask them about the issue and instruct them on what course they should take to get the timeliest assistance.

13. You are going to be scheduled to work on the phone at least one day out of the week. While performing your duties, you are approached by your supervisor and asked to do your phone day right now, instead of when it is normally scheduled. What do you do?

I do what is asked and head to my desk to perform my phone duties.

I do what is asked, but when I arrive at my desk I send an email to the Certification Coordinator to let them know what is going on.

I inform my supervisor that per the instructions given by the Certification Coordinators, and the Policies and Procedures I signed, I am to be performing the duties that I am assigned to do in conjunction with my schedule in Empower. I would be more than happy to go with them as long as they have cleared it with Workforce and a Certification Coordinator.

14. You witness a Certification Mentor cheating on a test. How do you respond to this situation?

I address the situation with the Certification Mentor and then report it to a Certification Coordinator.

I politely ask the Certification Mentor to join me for a moment, walking them to a Certification Coordinator, and then address what I just saw.

I take note of the Certification they were assisting with, the name of the Benefit Advisor, and the actions I saw them take that were not compliant, and then I send all that information to a Certification Coordinator.

15. You are told to do something that is contrary to your training as a Certification Mentor. How do you respond to this situation?

I inform the person that it is against what we are trained to do, and I don’t do it.

I ping Cert Central to get some direction in the matter.

I reference the Certification Department Policies and Procedures to see if I would be allowed to do it.

16. You are given the task of going over every proof submitted for Humana and making sure each is correct. How do you accomplish this task?

I create and print off a physical worksheet that will allow me to accurately track each proof as I check them off.

I create an Excel spreadsheet that I can update as I check each of them off.

I take a look at the Certification proof example and figure out how to check each of them quickly and efficiently before attempting the task.

17. There are two important projects that must be completed by the end of the week. How would you handle this?

I get right to work to finish both of them as soon as possible.

I try to get some direction on which project is a higher priority, and proceed accordingly.

I take a look at the particulars of each project, decide which has higher priority, and seek out any assistance I may need in order to accomplish each one, delegating as necessary.

18. You are taking a timed test when it is brought to your attention that the internet is down and you may not be connected to the website anymore. What do you do?

I take screenshots and hope they will be enough to obtain another attempt should I need to contact the carrier.

I ping Cert Central to see if they have any idea whether the website will count what I have done so far as an attempt.

I note the time and place where I was within the test so that I can check that later against any score I may get on the attempt. Then I update the Certification Department accordingly, depending on what I find.

19. A Benefit Advisor begins to sob uncontrollably while you are helping them, upset about their ability to complete certifications. How do you respond?

I try to console them the best I can.

I reassure them we will help in whatever way we can, and then I contact Cert Central.

I politely excuse myself and seek out assistance from a Certification Coordinator.

20. It is October 1^st and you are being transitioned back to the floor. How do you react?

I mentally prepare myself for the call rush and try to ease back into it.

Though I don’t like it, I’m confident and feel prepared for it.

I have had months to prepare for it, and ample time on the phone (with the one day per week we have been on the phone), so I am ready for it.