ODG Quiz 3.0

ODG Quiz 3.0

8th Grade

20 Qs

quiz-placeholder

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ODG Quiz 3.0

ODG Quiz 3.0

Assessment

Quiz

Arts

8th Grade

Easy

Created by

Ana Hernandez-Martinez

Used 8+ times

FREE Resource

20 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

When would the interaction be considered A True Repeat Contact?

If member contacts us the same day because they forgot part of their question about a separate issue

When the moon is full on a Tuesday

Member contacts us for benefits the first day and then inquires the following day for provider information

If a member contacts us about the exact same issue 2 times within 7 days or 3 times within 30 days

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What Company Code applies to the California DMHC One Day Grievance Process?

360C

858C

368C

200C

3.

MULTIPLE SELECT QUESTION

1 min • 1 pt

When would we choose the action taken of Updated Database?

Select all that apply

Updating Contact Preference

Updating Language Preference

Updating the members Email

When routing to update COB

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Ms. Lively called in on Monday for a list of providers and Wednesday of the same week they call in for a copy of their ID card. Is this considered a true prior inquiry?

Yes

No

5.

MULTIPLE SELECT QUESTION

1 min • 1 pt

What steps must be followed if a provider list is sent to the member?

Select all that apply

Create Provider Task in SC

Answer ODG Questions by selecting Provider not found/Emailed Directory

Go to Anthem.com directly to avoid opening the task in SC

Attach list to SC

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

When completing the One Day Grievance Task at the end of the call what type of documentation must be listed?

Document only what pertains to each service request created

Copy and Paste call wrap up notes into the boxes as it explains everything you did

Document resolved concern even if there are outstanding concerns

Document N/A if there is no grievance

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What must be done if you are trying to complete an interaction and a system issue prevents closure of your One Day Grievance?

Reach out to support chat to receive assistance in closing the item same day

Ignore it, the system will handle the issue.

Cancel the work that is preventing you from completing your call.

Close the work item and leave on dashboard, it will close itself overnight

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