Call Routing Information: Trivia Questions Quiz On Inbound Calls!

26 Questions

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Call Routing Information: Trivia Questions Quiz On Inbound Calls!

Call Routing Information: Trivia Questions Quiz on Inbound Calls! Are you working in the call center and are thinking of a way to test your understanding when it comes to transferring calls and picking them as they come? The quiz below is perfect for seeing how much you know about the quiz. Do give it a shot and get to see how high you will score.


Questions and Answers
  • 1. 
    Which is the correct code for a patient getting incorrect records that were not theirs?
    • A. 

      CPRB

    • B. 

      CPST

    • C. 

      BRCH

    • D. 

      CPDM

  • 2. 
    • A. 

      Delete

    • B. 

      Release

  • 3. 
    What must be obtained from the customer while you are on the call with them in order to complete an RSTL?
    • A. 

      Address verfication

    • B. 

      Payment

    • C. 

      Valid phone number

    • D. 

      Social Security Number

  • 4. 
    • A. 

      When they receive a rejection letter

    • B. 

      When their request has yet to be processed

    • C. 

      When they owe a payment

    • D. 

      Never

  • 5. 
    A representative should email the DM for approval to cancel an invoice.
    • A. 

      TRUE

    • B. 

      FALSE

  • 6. 
    A Field Representative (Field Rep) has emailed you back in regards to an invoice, what should you do next?
    • A. 

      Put response in the invoice history

    • B. 

      Request invoice be resent

    • C. 

      Email your supervisor

    • D. 

      Nothing

  • 7. 
    If you email the DM, who else should be on the email?
    • A. 

      The VPO

    • B. 

      Your direct supervisor

    • C. 

      The customer

    • D. 

      The facility

  • 8. 
    A caller has a question about a valid invoice, what MUST be asked for?
    • A. 

      Customer's full name

    • B. 

      Customer's Social Security Number

    • C. 

      Proof of payment

    • D. 

      Payment

  • 9. 
    When you leave for lunch what does your phone have to reflect?
    • A. 

      Training

    • B. 

      Break

    • C. 

      Lunch

    • D. 

      Meeting

  • 10. 
    How long should a caller be left on hold with out checking back?
    • A. 

      30 seconds

    • B. 

      60 seconds

    • C. 

      90 seconds

    • D. 

      120 seconds

  • 11. 
    Who can submit a payment?
    • A. 

      The facility

    • B. 

      The customer

    • C. 

      The scan rep

    • D. 

      Anyone

  • 12. 
    CWRR the correct code for anyone other than the patient getting the incorrect records.
    • A. 

      TRUE

    • B. 

      FALSE

  • 13. 
    A customer requests that an invoice be rebillled, but they do not have a customer number. The correct action is to enter the rebill without the customer number.
    • A. 

      TRUE

    • B. 

      FALSE

  • 14. 
    An attorney calls in and they say their request was rejected for no LOR or POA. They feel this is incorrect.  The correct actions are to submit a rescan request.
    • A. 

      TRUE

    • B. 

      FALSE

  • 15. 
    A commercial customer requests that a copy of the authorization be emailed to them. What do you do?
    • A. 

      Comply with their request

    • B. 

      Do not comply with their request

    • C. 

      Forward the request to my supervisor

    • D. 

      Forward the request to QA

  • 16. 
    A commercial customer requests that a copy of their invoice be refaxed to them. What do you do?
    • A. 

      Comply with their request

    • B. 

      Do not comply with their request

    • C. 

      Forward the request to my supervisor

    • D. 

      Forward the request to QA

  • 17. 
    A customer informs you that they have had issues with several invoices. Do you refer them to the collections box?
    • A. 

      If more than three invoices

    • B. 

      If more than four invoices

    • C. 

      If more than five invoices

    • D. 

      No

  • 18. 
    A customer disputes the rates they were charged and they would like to send us the statute they are referring to. What do you do?
    • A. 

      Comply with their request

    • B. 

      Do not comply with their request

    • C. 

      Refer the customer to the collections box

    • D. 

      Forward the request to QA

  • 19. 
    The customer has notified us of a breach and they have already paid for the inv. What 3 things must you do?
    • A. 

      Enter cancelation credit

    • B. 

      Request invoice be resent

    • C. 

      Report UAD

    • D. 

      Process refund

    • E. 

      Contact HR to request training

  • 20. 
    We expedite records.
    • A. 

      TRUE

    • B. 

      FALSE

  • 21. 
    We contact the field when a reject letter needs clarification.
    • A. 

      TRUE

    • B. 

      FALSE

  • 22. 
    The correct way to perform a search for a request on "Lamont Jackson" in CorpWeb is to use a capital L and a capital J.
    • A. 

      TRUE

    • B. 

      FALSE

  • 23. 
    A caller wants their records expedited and wants to escalate. What is the correct response?
    • A. 

      I do apologize, but we can not expedite records

    • B. 

      Let me forward you to my supervisor

    • C. 

      There is no supervisor available

    • D. 

      I will email the DM to expedite your request.

  • 24. 
    We need the caller's consent to record inbound calls.
    • A. 

      TRUE

    • B. 

      FALSE

  • 25. 
    A rescan was submitted by another representative and the caller informs you that they have not received their order. What do you do first?
    • A. 

      Comply with their request

    • B. 

      Do not comply with their request

    • C. 

      Search the system to see if we have reprocessed the rescan

    • D. 

      Forward the request to QA

  • 26. 
    A caller tells you the records they received are illegible and they still need them. What do you do next?
    • A. 

      Ask the field if these are the best available

    • B. 

      Transfer them to your supervisor's voicemail

    • C. 

      Email your supervisor

    • D. 

      Send it to Steve