POP QUIZ

Wrap ups should be completed within

All calls should be answered within the

• 1st ring

• 4th ring

• 2nd ring

• when you feel like it

When QA'ed for Lack of documentation it will result in

• 2 day suspension

• termination

• Automatic 0

• warning

What do we instruct the customer to do if they call wanting to know if they can keep their Pennie coverage or if they have to enroll into the coverage being offered by their employer?

• Direct them to contact their boss

• Tell them No they have to enroll into their employer coverage.

• Tell them to reach out to a broker for further assistance.

• to update their application if they want to find out if they're eligible to keep their Pennie coverage.

What are " Account notes" used for?

• Ticket comments

• crucial, need-to-know or escalated comments

• to Log call details

• Medicaid rejections