A Customer Service Representative must log calls received from ____________?

At the end of a call, the member is upset or dissatisfied. What button in CAREConnects would you use to escalate the call?

Considering the provider experience model, which of the following interactions are in the right order

Dr. Hemingway calls and you cannot locate him using basic and advanced searches in CAREConnects. What action would you take next?

Eligibility for Medicaid is usually based on the family or individual’s _____________.

If the member has more than one insurer, what must the provider identify prior submitting a claim to WellCare?

If you are unable to determine if a CPT code needs an authorization using the Auth Look Up Tool, where should you transfer the call?

John is calling to request a new ID card. He states that he is new to the plan and has not received an ID card yet. What call driver would you select to assist this Member in CAREconnects?

What does the PCP use to request a referral?

What is the name of the process used to evaluate the qualifications and credentials of providers?

What system will you use if the CAREConnects system is down?

What term best describes the ability to identify with, understand, and appreciate another person's feelings, motives, desires, and situation?

What term is used to describe people who are entitled to Medicare (Part A and/or Part B) and who are also eligible for Medicaid?

What term is used to describe unique codes assigned to each medical procedure that identifies services performed by physicians and other healthcare providers?

Where on WellCare Link would you find timeframes on ID Cards?

Which department is responsible for loading and configuring provider contracts?

Which department is responsible to assist providers with prior authorizations?

Which of the following features are available using WellCare's IVR system?

Which of the following is an Inpatient Authorization type?

Which of the following is not a way to show empathy to a customer?

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