Hold Time Policy

Froggy Jumps

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Q&A on hold time.

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Victoria

United States

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Froggy Jumps Hold Time PolicyOnline version Q&A on hold time. by Victoria 1 Call Agents must not have someone on hold for more than 3 minutes without checking back with them. a False b Not specified c True 2 You must ensure (how many) pieces of security information have been verified from the caller. a 1 b 3 c 5 3 What are the preferred pieces of security information we should get for HIPAA? a Name, DOB, Member ID b Name, DOB, Address c Name, DOB, Last 4 of SSN 4 What is the name of the web-based application used to view electronic claim forms? a WebClaims b Knowledge Central c Aerial 5 Where can we see CARE Program and Prior Authorization notes? a Jacada b OnBase c Aerial 6 Medical plan documents in their entirety are located within this system. a HPDB b CPS c Wauben 7 To view previously sent to the member, which system would you need to navigate and access? a SuperUser > Letter Center b JIA > Member - CALL - General - Provider Directory c Knowledge Central > Letter Center 8 Which of the following SHOULD you do when speaking with an upset or angry caller? a Try to interrupt the caller b Argue your point c Focus on what you can do

Froggy Jumps

Hold Time PolicyOnline version

Q&A on hold time.

by Victoria

Call Agents must not have someone on hold for more than 3 minutes without checking back with them.

False

Not specified

True

You must ensure (how many) pieces of security information have been verified from the caller.

What are the preferred pieces of security information we should get for HIPAA?

Name, DOB, Member ID

Name, DOB, Address

Name, DOB, Last 4 of SSN

What is the name of the web-based application used to view electronic claim forms?

WebClaims

Knowledge Central

Aerial

Where can we see CARE Program and Prior Authorization notes?

Jacada

OnBase

Aerial

Medical plan documents in their entirety are located within this system.

HPDB

CPS

Wauben

To view previously sent to the member, which system would you need to navigate and access?

SuperUser > Letter Center

JIA > Member - CALL - General - Provider Directory

Knowledge Central > Letter Center

Which of the following SHOULD you do when speaking with an upset or angry caller?

Try to interrupt the caller

Argue your point

Focus on what you can do

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Hold Time Policy

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Hold Time PolicyOnline version

by Victoria

Call Agents must not have someone on hold for more than 3 minutes without checking back with them.

You must ensure (how many) pieces of security information have been verified from the caller.

What are the preferred pieces of security information we should get for HIPAA?

What is the name of the web-based application used to view electronic claim forms?

Where can we see CARE Program and Prior Authorization notes?

Medical plan documents in their entirety are located within this system.

To view previously sent to the member, which system would you need to navigate and access?

Which of the following SHOULD you do when speaking with an upset or angry caller?

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