True or False: CP360 Agents are authorized to provide assistance to patients covered by Medicaid., True, False, What is the financial class for Medicaid insurance?, COMM, MCO & CAID, Med Adv, Med, You receive a call from a patient who is returning a call and has been HIPAA verified by Eliza. When you review the account, you see there is an unresolved Welcome Call CRM, and the patient’s insurance is Aetna Medicare Advantage Dual. What is the best course of action?, Complete the Welcome Call flow and deliver the Welcome script., Transfer the call to the Medicaid Extension, since there is Medicaid insurance., A patient is calling to ask about the ways to return their collection kit. The account has been HIPAA validated in Five9, and upon review, there is Medicaid insurance on file. What are the next steps the agent should take?, Provide the patient with the kit return options and end the call with pleasantry., Transfer the call right away to the Medicaid Extension regardless of the patient’s concern., You receive a call from a patient who is not HIPAA validated. When you open the account, you see Medicaid insurance listed under the Guarantor Account, and there is a note flagged under NBA stating: "CP360 Agents should transfer the call to the Medicaid Extension.", Attempt to validate the patient’s HIPAA information first, then transfer the call to Medicaid Extension., Assist the patient with their concern, as there is no need to transfer the patient..

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