ODG Quiz 3.0

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

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

• 360C

• 858C

• 368C

• 200C

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

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

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

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

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

When does the One Day Grievance systematically convert to a Standard Grievance?

• End of Day

• When the chicken crosses the road

• After the call is completed

• End of Next Business Day

What is the correct process to research and/or quote benefits for a member?

Select all that apply

• Ask your OE

• EOC Link instead of using SC

• Benefits and Cost Task

• Tag the benefits that have been qouted

In order to mark a true prior inquiry you only have to click YES on the true prior inquiry process

• True

• False