
ODG Quiz 3.0

Quiz
•
Arts
•
8th Grade
•
Easy

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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