Call Routing Information: Trivia Questions Quiz On Inbound Calls!

26 Questions

Settings
Please wait...
Call Routing Information: Trivia Questions Quiz On Inbound Calls!

.


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. 
    • 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