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Cat Center Assessment Guide: The Purpose of This Information Source Is To Support Applicants Who Take The CAT Assessment

Thank you for the information. I will do my best to role play appropriately based on the guidelines provided. Please let me know when you are ready to begin our call simulation.

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masterbats040217
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363 views

Cat Center Assessment Guide: The Purpose of This Information Source Is To Support Applicants Who Take The CAT Assessment

Thank you for the information. I will do my best to role play appropriately based on the guidelines provided. Please let me know when you are ready to begin our call simulation.

Uploaded by

masterbats040217
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 21

CAT CENTER ASSESSMENT GUIDE

The purpose of this information source is to support applicants who take the CAT
Assessment.

Please be aware that none of the information, including physician name, healthcare
plan, available programs, drug prices, and insurance, is accurate or validated; It is
only available for assessment purposes.

CAT CENTER ASSESSMENT GUIDE

MEMB ER DASH B OAR D


Lesson 1 of 1

CAT CENTER ASSESSMENT GUIDE

Role Play Guidelines


During this assessment you will play the role of United Healthcare
associate/advocate receiving inquiries from members/providers about their
account details.

On the basis of the member's profile information present in MEMBER


DASHBOARD, inquire about the reason for the customer's call and o er the
requested information.

Scroll down for the Tips and Guidelines to be followed while taking the role play
call.

Click the icons below to learn more.

Speak Clearly – Make sure you


enunciate well. Also, be mindful of
your pace, tone and the choice of
words.
Active listening – Listen to
understand and acknowledge the
member's concern verbally or
through verbal nods.

Establish rapport and show


courtesy. Try to sound friendly
and professional.
Express empathy
and/or compassion
whenever or wherever
required.

Present the steps and information


in a logical manner. Respond with
relevant answers to the member's
questions.

C O NT I NU E
Role Play Steps

To maintain the proper call flow and accuracy during the role-play call, please ensure
to adhere to these instructions.

Select Start to begin.


1

Call opening

Start the call by introducing yourself and the company you represent.
2

Caller Veri cation

Check if you are speaking with the account holder.

Please take note of their complete name and confirm at least two of the following
information:

Member ID

Member's complete name

Email Address

Home Address
3

Ask appropriate and necessary questions

To verify the purpose for the call, ask the caller for more information.

Obtain the required information from the caller as required.


4

Provide Clear Details and Instructions

Member/Provider may inquire for one of the following reasons:

Account Information

Plan Coverage

Drug & Medication

Accredited Partners

Billing Information

Claims History & Appeals


5

Recap and Close the Call.

Provide a brief summary of what was discussed during the call.

Close the call with United Healthcare branding statement.


Note

Please pay utmost attention to understand the next section - MEMBER


DASHBOARD

During your role-play, you will be required to read, understand, and present
members/providers with information from the MEMBER DASHBOARD.

Click the Continue Button to review “MEMBER DASHBOARD.”

Feel free to ask your Recruitment Specialist or the CAT Assessor for assistance
and clarification.
Complete the content above before moving on.

The Member Dashboard


Member Dashboard

The member dashboard consists of five categories

Click on Next/ Previous icon to view the detailed information.

** Click/Tap to zoom in and zoom out the images**

Select Start to begin.


1

Plan Coverage
2

Dependent’s Information
3

Accredited Partners
4

Billing Information
5

Claim History & Appeals


Feel free to ask your Recruitment Specialist or the CAT Assessor for assistance and
clarification.

All the very best!

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