Qm - 2014 - Closing Script, Contact Information

9 Questions | Total Attempts: 165

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Qm - 2014 - Closing Script, Contact Information

Closing script and contact information questions


Questions and Answers
  • 1. 
    The BA/ADP must read the closing script to each customer individually when completing a joint application.
    • A. 

      True

    • B. 

      False

  • 2. 
    The BA/ADP does not read the funding statement following the closing script, however the customer has funding listed in the SSC. How would you grade #55?
    • A. 

      Yes

    • B. 

      Minor

    • C. 

      Major

  • 3. 
    When it is acceptable for the BA/ADP to not read the closing script?
    • A. 

      Never.

    • B. 

      After completing a MS application IF they will also be completing a PDP application.

    • C. 

      It is the end of their shift and they need to end the call quickly.

    • D. 

      The closing script isn't required.

  • 4. 
    The BA/ADP has just completed applications for an AARP/UHC plan F and a Humana Walmart drug plan. When reading the closing script they state "Your applications will be sent to Humana, your supplement plan, and the Centers for Medicare and Medicaid Services."How would you grade this and why?
    • A. 

      Yes- However, a coaching note should be left instructing the BA/ADP to include both plan's names in the scripting.

    • B. 

      Minor- The BA/ADP did not read the information verbatim.

    • C. 

      Major- The BA/ADP skipped one of the carriers in the scripting.

    • D. 

      Minor- The BA/ADP did not include both carrier names in the scripting.

  • 5. 
    Who is eligible to receive the closing script information on their own?(Select all that apply)
    • A. 

      Mr. Tickles, the customer's cat.

    • B. 

      The POA (or acceptable equivalent).

    • C. 

      A HIPAA approved representative.

    • D. 

      The customer.

  • 6. 
    When providing the customer with our contact information, the customer stated that they do not need the TTY number before the BA could provide it. How would this be graded (provided all other information was given correctly)?
    • A. 

      Yes

    • B. 

      Minor

    • C. 

      Major

    • D. 

      N/A

  • 7. 
    The following script is correct:"Again, my name is Ororo Monroe. If you need to contact us, give us a call at the same number you dialed today. Our office hours are 8:00am-9:00pm Eastern time, Monday-Friday. TTY users can call 711. " 
    • A. 

      True

    • B. 

      False

  • 8. 
    If the BA/ADP skips the entire second paragraph of the closing script for a MAPD, how will QM score the corresponding section?
    • A. 

      Yes

    • B. 

      Minor

    • C. 

      Major

    • D. 

      N/A

  • 9. 
    How would you score question #56 if the customer handed the phone to the HIPAA (it is not on speaker) after the closing script and the BA/ADP read the contact information to just the HIPAA?
    • A. 

      Yes

    • B. 

      Minor

    • C. 

      Major

    • D. 

      N/A

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