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CMA Training

Which field is NOT required when filling out the Custom Questions for a client?

Gender

Physical Address

Current VA Pay

Secondary Email

All the above

Which field is required when filling out the Custom Questions for a client?

Secondary Email

Current Rating

DNQ QC

QB Link

None of the above

Based on the Milestone SOP, which of the following scripts is the appropriate one to use when contacting a customer in the Awaiting Documents Status?

Hi ___ this is ____ with a (Company name) on a recorded line. I’m calling to see if you need some assistance with some documents we are currently missing like ___ (state the documents). Do you need some assistance with these documents?

Hi ___ this is ____ with a (Company name). I’m calling to see if you need some assistance with some documents we are currently missing like ___ (state the documents). Do you need some assistance with these documents?

Hi ___ this is ____ with a (Company name) on a recorded line. How are you doing today?

Hello, this is ________ (your name) with __________ (brand name) on a recorded line. Am I speaking with ______________ (Veteran’s name)?

Hi, may I speak to ________ (client)? This is _________ (you) calling from ______ (Company Name) on a recorded line.

Based on the Milestone SOP, which of the following scripts is the appropriate one to use when contacting a customer in the New Lead Status?

Hi, may I speak to ________ (client)? This is _________ (you) calling from ______ (Company Name) on a recorded line.

Hi ___ this is ____ with a (Company name) on a recorded line. How are you doing today?

Hello, this is ________(your name) with __________(brand name) on a recorded line. Am I speaking with ______________(Veteran’s name)?

None of the above

Which document(s) is/are gathered from the client between the New Lead Call and Initial Review statuses?

Customer Relationship Manager (CRM)

Diagnostic Codes List (DC)

Client Service Agreement (CSA)

Both A and B

Both A and C

Which document(s) is/are NOT gathered from the client between the New Lead Call and Initial Review statuses?

Client Service Agreement (CSA)

Diagnostic Codes List (DC)

Rating Decision Letter (RDL)

Snapshot (SS)

Both A and D

In what status is the CSA discussed and sent to the client?

Offer Made

New Lead

Awaiting Documents

Final Review Call

Initial Review

In what status is the URD discussed and sent to the client?

Initial Review

Awaiting Documents

Offer made

New Lead

None of the Above

True or False: We can assist a client that is receiving Total Disability based on Individual Unemployability (TDIU)?

True

False

Which document is NOT available on VA.gov?

Snapshot (SS)

Rating Decision Letter (RDL)

Diagnostic Codes List (DC)

Intent to File (ITF)

All the above

Which document(s) is/are available on VA.gov?

Intent to File (ITF)

Diagnostic Codes List (DC)

Rating Decision Letter (RDL)

Both A and B

Both A and C

Which of the following can ONLY be requested by calling the VA?

Diagnostic Codes List (DC)

Intent to File (ITF)

Rating Decision Letter (RDL)

Snapshot (SS)

None of the above

Which of the following CANNOT be requested by calling the VA?

Diagnostic Codes List (DC)

Intent to File (ITF)

Snapshot (SS)

Rating Decision Letter (RDL)

Both B and C

True or False: The Veteran needs to press buttons to navigate the automated system when calling the VA on a 3-way call?

True

False

True or False: A 3-way call is the preferred method for gathering the RDL?

True

False

Fill in the blank: To qualify for our services, the candidate must have a ___% margin of increase or greater with an exception for some retired veterans and veterans already rated at 90%.

What is the deposit that a client pays for our services commonly called?

URD

RDL

What is the first document typically collected from a client?

Diagnostic Code List (DC)

Rating Decision Letter (RDL)

Snapshot (SS)

Upfront Refundable Deposit (URD)

None of the Above

How long does a client have after submitting their ITF to submit their claim?

2 years

3 months

6 months

1 year

1 month

Which document is NOT required?

Rating Decision Letter (RDL)

Benefits Summary Letter

Diagnostic Codes List (DC)

Medical Records (Med Recs)

Release of Information (ROI)

Which task is a required Daily Task?

Address missed calls, voicemail, and text messages

Create new leads

Call your supervisor

Make a total of 10 calls

None of the above

Which task is NOT a required Daily Task?

Review and attend to emails

Call all scheduled appointments on time

Check and Address missed calls, voicemail, and text messages

Conduct PAQ interviews

All the above

Based on the Milestone SOP, which of the following scripts is the appropriate one to use when contacting a customer in the Initial Review Status?

Hello, this is ________(your name) with __________(brand name) on a recorded line. Am I speaking with ______________(Veteran’s name)?

Hi______,Thank you for sending your documents. We will begin processing your file immediately. If any information is missing, we will contact you to ensure your file is processed as quickly as possible.

Howdy, how you doing? Let me speak with ________ (client) This is _________ (YOUR NAME) from ______(Company) on a recorded line.

Hi, may I speak to ________ (client)? This is _________ (you) calling from ______ (Company Name) on a recorded line.

Alright ______ (Client’s name) the next document we are going to need is your intent to file. What this will do is notify the VA that you plan to submit a claim. It will also be a marker for the VA to start any retro pay you might receive.

Which item makes the VA aware that the client will be submitting a claim?

Rating Decision Letter (RDL)

Diagnostic Code List (DC)

Blue Button Report (BBR)

Snapshot (SS)

Intent to File (ITF)

Who handles the Offer Made Status?

Case Manager Assistant (CMA)

Personal Assessment Questionnaire (PAQ) Team

Support

Case Manager (CM)

None of the above

What rating should a retired client be able to reach to qualify for our services?

30%

70%

40%

80%

50%

What is the official document called that will be submitted to the VA at the end of the process?

Disability Benefits Questionnaire (DBQ)

Personal Assessment Questionnaire (PAQ)

Intent to File (ITF)

Rating Decision Letter (RDL)

None of the Above

What is the unofficial questionnaire that the client will complete during the process?

Intent to File (ITF)

Diagnostic Code List (DC)

Blue Button Report (BBR)

Disability Benefits Questionnaire (DBQ)

None of the Above

What is the letter received by the client from the VA outlining the decision that was made on a claim as well as the reasoning and evidence behind the decision?

Diagnostic Code List (DC)

Client Relationship Manager (CRM)

Rating Decision Letter (RDL)

Snapshot (SS)

Benefits Summary Letter

What document do we guide clients to download from MyHealtheVet website?

Rating Decision Letter (RDL)

Snapshot (SS)

Benefit Summary Letter

Blue Button Report (BBR)

Diagnostic Codes List (DC)

True or False: The client will need to attend a C&P exam with a VA doctor at some point in the process?

True

False

Which document is required?

Benefit Summary Letter

Automated clearing house (ACH)

Social Security card

Snapshot (SS)

Driver License

True or False: When putting in the Current VA Pay you do NOT need to put the exact amount?

True

False

True or False: When putting in the Current VA Pay you need to put the exact amount including change?

True

False

Who handles the Awaiting Documents Status?

Personal Assessment Questionnaire (PAQ) Team

Case Manager (CM)

Support

Case Manager Assistant (CMA)

Appointment Setter

Who handles the Final Review Call Status?

Support

Appointment Setter

Case Manager Assistant (CMA)

Medical Transcriptionist (MT)

Case Manager (CM)

Who handles the Request Invoice Status?

Case Manager (CM)

Support

Medical Transcriptionist (MT)

Appointment Setter

Case Manager Assistant (CMA)

Which document lists the codes used by the VA to determine the appropriate qualifications and rating for a service-connected condition?

Rating Decision Letter (RDL)

Diagnostic Code List (DC)

Snapshot (SS)

Blue Button Report (BBR)

Automated clearing house (ACH)

Who creates the DBQ that will be sent to the physician for their signature?

Medical Transcriptionist (MT)

Support

Automated clearing house (ACH)

Case Manager (CM)

Case Manager Assistant (CMA)

True or False: The Retiree status is one of the determining factors for which CSA a client will need to sign?

True

False

True or False: Single or Dual service is one of the determining factors for which CSA a client will need to sign?

True

False

True or False: The client's current rating is one of the determining factors for which CSA a client will need to sign?

True

False

Which of the following is a determining factor for which CSA a client will need to sign?

Single

Retiree status

Dual

Current rating

All the Above

True or False: The client’s retiree status impacts the URD that would need to be paid?

True

False

True or False: It is preferred that client’s gather their documents on their own?

True

False

True or False: You do NOT provide extra guidance for client that is struggling to gather documents?

True

False

In which of the following client situations are we able to help pursue an increase?

The client is currently on active duty, does not have TDIU, and no open claims.

The client is retired from the military, does not have TDIU, and is currently waiting for an appeal.

The client is not retired from the military, does not have TDIU, and no active claims or appeals.

The client is not a veteran, is collecting disability from Social Security, and was referred by a previous client.

The client is retired, has no service-connected disabilities, and no active claims.

In which of the following client situations are we able to help pursue an increase?

The client has retired from the military, was not referred by a previous client, and is no longer receiving TDIU.

The client was medically discharged, is not receiving TDIU, and is waiting for a decision on his claim.

The client will be leaving the military in two months, has no open claims, and was referred by a previous client.

The client receives TDIU, was referred to us by a previous client, and has a rating of 90%.

None of the above

In which of the following client situations are we able to help pursue an increase?

The client receives TDIU, was referred to us by a previous client, and has a rating of 80%.

The client has retired from the military, was not referred by a previous client, and is currently receiving TDIU.

The client was medically discharged, is not receiving TDIU, and does not have any active claims.

The client is not a veteran, is collecting disability from Social Security, and was referred by a previous client.

None of the Above

In which of the following client situations are we able to help pursue an increase?

The client is not a veteran, is collecting disability from Social Security, and was referred by a previous client.

The client is currently on active duty, does not have TDIU, and no open claims.

The client has retired from the military, was not referred by a previous client, and is currently receiving TDIU.

The client will be leaving the military in two months, has no open claims, and was referred by a previous client.

None of the Above

In which of the following client situations are we NOT able to help pursue an increase?

The client is not retired from the military, does not have TDIU, and no active claims or appeals.

The client was medically discharged, is not receiving TDIU, and does not have any active claims.

The client has retired from the military, was not referred by a previous client, and is no longer receiving TDIU.

The client has retired from the military, was referred by a previous client, and has no current service-connected disabilities.

The client did not retire from the military, is rated at 20%, and has no active claim or appeals.

Which document shows a clients overall rating, individual rating, and the effective date for each service-connected disability?

Rating Decision Letter (RDL)

Diagnostic Code List (DC)

Case Manager Assistant (CMA)

Intent to File (ITF)

Snapshot (SS)

What is the ITF?

Letter outlining the VA’s decision on a claim and the reasoning and evidence behind it.

Notification provided to the VA that the client will be submitting a claim.

Document that the client will need to sign, giving us permission to discuss and view their medical information.

Document that shows a clients overall rating, individual rating, and the effective date for each service-connected disability.

None of that Above

What is the RDL?

Document that shows a clients overall rating, individual rating, and the effective date for each service-connected disability.

Document that the client will need to sign, giving us permission to discuss and view their medical information.

Letter outlining the VA’s decision on a claim and the reasoning and evidence behind it.

Notification provided to the VA that the client will be submitting a claim.

Breakdown of the current service-connected disabilities rating, overall rating, and codes used by the VA to determine the appropriate qualifications and rating.

What is the DC?

Document that the client will need to sign, giving us permission to discuss and view their medical information.

Notification provided to the VA that the client will be submitting a claim.

Letter outlining the VA’s decision on a claim and the reasoning and evidence behind it.

Breakdown of the current service-connected disabilities rating, overall rating, and codes used by the VA to determine the appropriate qualifications and rating.

Document that shows a clients overall rating, individual rating, and the effective date for each service-connected disability.

What form will a client file for disability compensation?

VA form 20-0995

VA form 20-4195

VA form 21-526EZ

VA Form 22-5495EZ

None of the above

What is the ROI?

Letter outlining the VA’s decision on a claim and the reasoning and evidence behind it.

Notification provided to the VA that the client will be submitting a claim.

Document that the client will need to sign, giving us permission to discuss and view their medical information.

Document that shows a clients overall rating, individual rating, and the effective date for each service-connected disability.

None of that Above

What is the SS?

Letter outlining the VA’s decision on a claim and the reasoning and evidence behind it.

Document that the client will need to sign, giving us permission to discuss and view their medical information.

Notification provided to the VA that the client will be submitting a claim.

Document that shows a clients overall rating, individual rating, and the effective date for each service-connected disability.

Breakdown of the current service-connected disabilities rating, overall rating, and codes used by the VA to determine the appropriate qualifications and rating.

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