What Do You Know About Healthcare Operations? Trivia Quiz

2.

Cold pack shipments are shipped out on Fridays.

True
False

Correct Answer

A. False

Explanation

The statement suggests that cold pack shipments are shipped out on Fridays. However, the correct answer is False. This means that cold pack shipments are not actually shipped out on Fridays.

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3.

Calls for Damien Lamendola and Susan Cain should be warm-transferred to ext. 6524.

True
False

Correct Answer

A. True

Explanation

The given statement suggests that calls for Damien Lamendola and Susan Cain should be warm-transferred to extension 6524. This means that when someone calls for either Damien Lamendola or Susan Cain, the call should be transferred in a friendly and personalized manner to extension 6524. This indicates that the statement is true.

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4.

If someone calls requesting a person by name that is not in Member Services, you should locate the individual's name and extension on the Member Services Phone list and warm-transfer the call.

True
False

Correct Answer

A. False

Explanation

You should not locate the individual's name and extension on the Member Services Phone list and warm-transfer the call if someone calls requesting a person by name that is not in Member Services. The correct procedure in this situation would be to inform the caller that the person they are looking for is not in Member Services and offer assistance in finding the correct department or person to speak with.

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5.

If a Member has concerns about their cold pack shipment and their weather conditions, who should you warm transfer the call to?

Member Services Management
Sup/Lead
Pharmacist
None of the Above

Correct Answer

A. Pharmacist

Explanation

The correct answer is Pharmacist. If a member has concerns about their cold pack shipment and their weather conditions, it would be appropriate to transfer the call to a pharmacist. Pharmacists are knowledgeable about medications, including storage requirements and potential effects of temperature on their efficacy. They can provide guidance and assistance in addressing the member's concerns related to the cold pack shipment and weather conditions.

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6.

If someone calls and request to speak to an individual that works here, which phone list would you look on before warm-transferring the call?

Member Services Phone List
FL/CO Combined Phone List
Email Guide
None of the Above

Correct Answer

A. FL/CO Combined Phone List

Explanation

Before warm-transferring the call, you would look on the FL/CO Combined Phone List. This list includes the contact information for individuals who work in both Florida and Colorado offices. Therefore, it would be the appropriate phone list to consult when someone calls and requests to speak to an individual that works in either of these locations. The Member Services Phone List may not include the specific individual the caller is looking for, and the Email Guide is not relevant for finding phone contacts. "None of the Above" is not the correct answer as the FL/CO Combined Phone List is the appropriate list to consult in this situation.

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7.

If a Member receives their insulin and the cold pack has melted, you are only required to do a reorder repay for the Member.

True
False

Correct Answer

A. False

Explanation

If a Member receives their insulin and the cold pack has melted, it is not only required to do a reorder repay for the Member. This means that there are additional actions or steps that need to be taken in such a situation, which are not specified in the question. Therefore, the correct answer is False.

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8.

If a Member calls and ask for a specific MSR or Support person, what should you do after verifying HIPAA?

Tell the Member you are not allowed to transfer calls to other MSRs
Review account, then gather Member's information and explain that the MSR will return their call.
Review account,warm-transfer to MSR/Support person (if specific instructions are noted and MSR is on the call center floor & available)
None of the Above

Correct Answer

A. Review account,warm-transfer to MSR/Support person (if specific instructions are noted and MSR is on the call center floor & available)

Explanation

After verifying HIPAA, if a Member calls and asks for a specific MSR or Support person, the appropriate action would be to review the account and then warm-transfer the call to the requested MSR/Support person, but only if specific instructions are noted and the MSR is on the call center floor and available. This ensures that the Member's request is addressed by the designated person who can provide the necessary assistance or information.

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9.

Finish the sentence: You should ____________________________ a call.

Talk over Members on
Not apologize on
Never cold transfer
None of the Above

Correct Answer

A. Never cold transfer

Explanation

The correct answer is "never cold transfer". This means that you should never transfer a call without first speaking to the person you are transferring the call to and explaining the situation. Cold transferring refers to transferring a call without any prior communication or explanation, which can lead to confusion and frustration for the caller. It is important to always ensure a smooth and seamless transfer by talking over the call with the intended recipient before transferring.

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10.

You should replace "no problem" with:

My pleasure
I guess
If you say so
Yes

Correct Answer(s)

A. My pleasure
A. Yes

Explanation

The phrase "My pleasure" is an appropriate replacement for "no problem" as it conveys a similar sentiment of willingness and politeness. It is often used in response to a thank you or a request, indicating that the person is happy to assist or accommodate. Similarly, "Yes" can also be used as a substitute, as it acknowledges the request or statement positively. However, "I guess" and "If you say so" do not convey the same meaning and would not be suitable replacements in this context.

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What Do You Know About Healthcare Operations? Trivia Quiz

If you are leaving a message for a Member, you should include your name, company's name, and callback phone number.

Quiz Preview

Cold pack shipments are shipped out on Fridays.

Calls for Damien Lamendola and Susan Cain should be warm-transferred to ext. 6524.

If someone calls requesting a person by name that is not in Member Services, you should locate the individual's name and extension on the Member Services Phone list and warm-transfer the call.

If a Member has concerns about their cold pack shipment and their weather conditions, who should you warm transfer the call to?

If someone calls and request to speak to an individual that works here, which phone list would you look on before warm-transferring the call?

If a Member receives their insulin and the cold pack has melted, you are only required to do a reorder repay for the Member.

If a Member calls and ask for a specific MSR or Support person, what should you do after verifying HIPAA?

Finish the sentence: You should ____________________________ a call.

You should replace "no problem" with: