TELEPERFORMANCE ASSESSMENT TEST 2024 QUESTIONS AND ANSWERS GRADED A+
The term _____ means the ability to identify with, understand and appreciate another persons' feelings, motives, desires, and situations.
a. Initiative
b. Empathy
c. Professionalism
d. Rapport Ans✔✔- B. Empathy
As a customer service representative you are required to check the system to determine if the caller has legal authorization to act on behalf of a member.
a. True
b. False Ans✔✔- True
Which of the following is an appropriate phrase showing ownership?
a. "I can't process that request"
b. "I am not sure what I can do for you"
c. "I understand. Let me take a look at your information "
d. "I don't understand your request?" Ans ✔✔- C. "I understand. Let me take a look at your information"
What are two type of advance directives?
a. Letter of intent and power of attorney
b. Living will and power of attorney For health care
c. Last will and power of attorney for health care
d. Medical will and power of attorney Ans ✔✔- B. Living Will and Power of Attorney for Health Care Which document designates an individual to make medical decisions for the member in the event they are unable to do so?
a. Power of attorney for health care
b. Power of attorney
c. Living will d. Letter of intent Ans ✔✔- A. Power of attorney for health care
Which of the following can a member NOT do using the Customer service interactive
voice response system?
a. Verify eligibility b. Verify monthly premiums c. Order ID card
d. Request member handbook Ans ✔✔- B. Verify monthly premiums
In OMNI which of the following texts should be communicated to the member?
a. Scripting text
b. Instructional text
c. Education text
d. Disclaimer text Ans ✔✔- C. Education text AND D. Disclaimer text
When a member is not found in OMNI you must offer the Service Object ID Number as it is the only way we will be able to locate the call in the future.
a. True
b. False Ans✔✔- A. True
When a member states they have called in before about the same issue where would you go to see the previous call notes?
a. Call history intent
b. Recent interactions tab of the Member Composite c. Documents tab in the Member Composite
The term _____ means the ability to identify with, understand and appreciate another persons' feelings, motives, desires, and situations.
a. Initiative
b. Empathy
c. Professionalism
d. Rapport Ans✔✔- B. Empathy
As a customer service representative you are required to check the system to determine if the caller has legal authorization to act on behalf of a member.
a. True
b. False Ans✔✔- True
Which of the following is an appropriate phrase showing ownership?
a. "I can't process that request"
b. "I am not sure what I can do for you"
c. "I understand. Let me take a look at your information "
d. "I don't understand your request?" Ans ✔✔- C. "I understand. Let me take a look at your information"
What are two type of advance directives?
a. Letter of intent and power of attorney
b. Living will and power of attorney For health care
c. Last will and power of attorney for health care
d. Medical will and power of attorney Ans ✔✔- B. Living Will and Power of Attorney for Health Care Which document designates an individual to make medical decisions for the member in the event they are unable to do so?
a. Power of attorney for health care
b. Power of attorney
c. Living will d. Letter of intent Ans ✔✔- A. Power of attorney for health care
Which of the following can a member NOT do using the Customer service interactive
voice response system?
a. Verify eligibility b. Verify monthly premiums c. Order ID card
d. Request member handbook Ans ✔✔- B. Verify monthly premiums
In OMNI which of the following texts should be communicated to the member?
a. Scripting text
b. Instructional text
c. Education text
d. Disclaimer text Ans ✔✔- C. Education text AND D. Disclaimer text
When a member is not found in OMNI you must offer the Service Object ID Number as it is the only way we will be able to locate the call in the future.
a. True
b. False Ans✔✔- A. True
When a member states they have called in before about the same issue where would you go to see the previous call notes?
a. Call history intent
b. Recent interactions tab of the Member Composite c. Documents tab in the Member Composite
