Healthcare Call Center Training

1. What is a copay?

A fixed amount paid for a service The monthly insurance premium The maximum out-of-pocket cost

2. Which phrase is appropriate when verifying eligibility?

"I don’t know." "Let me verify your eligibility." "You need to call back later."

3. A member says: “My claim was denied.” What is the best empathetic response?

"That’s not my department." "I understand your concern. Let me review the denial reason." "You’ll need to figure that out yourself."

4. Fill in the blank: The ______ is the main doctor who coordinates patient care.

Healthcare Call Center Training – Self-Grading Test