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Pennie

Create an image depicting a friendly customer service representative assisting a consumer with healthcare applications, featuring elements like computers, documents, and smiling faces in a modern office setting.

APTC and CSR Eligibility Quiz

Test your knowledge about APTC (Advance Premium Tax Credit) and CSR (Cost-Sharing Reduction) eligibility requirements! This quiz covers essential information for Customer Service Representatives assisting consumers with their applications.

Identify key eligibility criteria.
Learn about consumer account management.
Improve your customer service skills.

10 Questions2 MinutesCreated by HelpingHand247

List 4 eligibility requirements for APTC

CSR eligibility requires a Household Income range between:

138%-250%

138%-300%

When a consumer uploads a document, the CSR can view this in the...

Documents Tab

Ticket History

My Inbox

When a customer creates a ticket, the CSR can view their ticket in Ticket History.

True

False

A customer will get locked out of their account if they enter the incorrect login information 5 times.

True

False

In order to unlock a consumer's account, the CSR must go the Users tab and enter the consumer's HHID in the search field.

True

False

To unlock a consumer's account, you want to switch their account status from ______ to _______

Locked to unlocked.

Inactive to active.

What step is necessary to notify the consumer that their account has been unlocked?

The CSR will draft a brief email with step by step instructions for the consumer.

No step necessary, the system auto generates an email to the consumer.

Briefly but firmly lecture the consumer on the importance of remembering passwords.

The CSR will create a ticket that will auto generate a prompt to the consumer.

This is the section where you log a call -

Comments

History

Phone Calls

Ticket History

When a consumer completes their application, they must have what to receive their access code:

A physical address.

A land line.

A cell phone.

An email address.

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