2014 - Qm - Securing The Call
This quiz will test your knowledge on securing the call.
- 1.If the customer calls and only asks general questions, would the agent be required to secure the call?
- A.
Yes
- B.
No
- 2.The BA put plans in the cart for the customer and transferred to an ADP to complete the applications. The ADP secured the customer's record and completed his applications. Did the ADP need to re-secure the customer's account?
- A.
Yes
- B.
No
- 3.On an inbound call, the BA stated the customer's first and last name and then asked for their last four of social security and date of birth. Would this be considered Non-Compliant because the BA stated the customer's first and last name instead of asking the customer for it?
- A.
Yes
- B.
No
- 4.The customer's daughter is POA for her mother and is calling on behalf of the customer. What pieces of information are required to secure the call?
- A.
POA full name and DOB, Customer full name, 2 of 3 (for customer): DOB, last 4 of SSN, phone number
- B.
POA full name, Customer full name and 2 of 3 (for customer): DOB, address, phone number
- C.
POA full name, Customer full name, 2 of 3 (for customer): DOB, last 4 of SSN, phone number
- D.
Customer full name, POA full name and 2 of 3 (for POA): Last 4 of SSN, phone number, DOB
- 5.The TPA is calling on behalf of the customer with the customer not on the line. Can we speak to the TPA without securing the record?
- A.
Yes
- B.
No way
- 6.The HIPAA calls and secures the call. The customer joins the call 30 minutes later. Would the customer need to secure his/her record?
- A.
No. The record was already secured by the HIPAA
- B.
Yes. Even though the HIPAA already secured the record, the customer would also have to secure it if they join the call.
- 7.The customer's daughter calls and gives the customer's full name, date of birth and last four of social to the BA. The BA asked to speak with the customer to approve the daughter as a HIPAA representative. The customer approves the daughter to be a HIPAA. Would the customer still need to secure their record before authorizing the daughter as HIPAA even though the daughter gave all necessary pieces of information?
- A.
Yes
- B.
No
- 8.MR and MRS call to talk about MR's plans. They do not speak about MRS account. They are linked accounts in the SSC.Indicate who needs to be secured:
- A.
MR only
- B.
MRS only
- C.
MR and MRS
- 9.During the sales portion of the call, the line disconnects. The customer calls back within 2 minutes and is routed to the same BA.The BA does not have to secure the call if the customer calls right back and is routed to the same BA.
- A.
True
- B.
False
- 10.The customer calls in and asks to speak with a John Jones, a BA. The BA transferred the call to John Jones without securing the call. The John Jones does not need to secure the record.
- A.
True
- B.
False
- 11.The BA asked the customer for his full name, date of birth and zip code in order to secure the call. How would QM score the Secure the Call portion of the form? Check all answers that apply.
- A.
Yes
- B.
Major
- C.
Coach
- D.
N/A
- 12.MR and MRS call to enroll. The BA asks MR for his: full name, last four of SSN and phone number and then asks MRS for her: full name and date of birth. Since the customers both share the same phone number, the BA did not ask MRS to verify another piece of information. How would QM score the Secure the Call portion of the form?
- A.
Yes
- B.
Major
- C.
N/A
- 13.MR called and wants to enroll into the same plan as his wife but he doesn't remember which plan she has. His wife is not on the call today. MR is not listed as HIPAA on MRS account.What can the BA disclose about the plan MRS has without being Non-Compliant for Secure the Call? Check all that apply.
- A.
Plan Name
- B.
Plan Type
- C.
Premium
- D.
Effective Date
- 14.MRS is discussing plan options with a BA. Another female asks a question about the Coverage Gap. The BA answers her question without asking who she is or asking the customer if she consents to having this person on the line listening to her enrollment options. Would QM score Secure the Call as Non-Compliant?
- A.
Yes. Everybody on the line must be secured.
- B.
No. This would be treated as implied consent but QM would still coach the BA to ask the customer if they would like that person added as a HIPAA representative
- C.
Yes. The customer would have had to authorize that person prior to this phone call to be their HIPAA representative.
- D.
No. If the other person doesn't have a record in the SSC, then they don't have to be secured.
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