BPO Terminologies
What does BPO stands for?
Business Process Outsourcing
American citizens values independence while Filipino citizens values what?
What are the two things you need to verify the provider?
NPI/Tax ID
Provider's name
What does AER stand for?
Acknowledge, Empathy, Reassure
Give the name of Sagility's group chief executive officer.
Ramesh Gopalan
Give two cultures in BPO.
High Performance Environment
Workforce Diversity
Strong Team Dynamics
24/7 Operations
Emphasis on Training and Development
What does CST stand for?
Central Standard Time
What does PETA stands for?
Permission
Explanation
Time frame
Acknowledge
This is a type of communication that is direct, calm, confident, and respectful.
Assertive Communication
What does O in SOAR stands for?
One Team, One Direction
What does IVR stands for?
Interactive Voice Response
Give the four weathers in the USA.
Spring
Summer
Autumn
Winter
Give two call drivers for Priority Health.
Eligibility
Benefits
Claims
Authorization
This is a level of listening when you are only listening out for the things that you want to hear.
Selective Listening
In US States, what does ME stands for?
Maine
It is a type of transfer where the agent will speak first to the other department and endorse the caller's concern before transferring the call over.
Warm Transfer
What US holiday is being celebrated every July 4th?
Independence Day
This is a US law that aims to protect the health information of our members.
HIPAA
Health Insurance Portability and Accountability Act
It refers to the speed at which a person speaks.
Rate of speech / Pacing
It is a fixed amount that the member has to pay for each visit.
Copay
A contract between the client and the service provider outlining performance expectations, including the response time, resolution time, and quality standards.
Service Level Agreement
Spell Humana using the phonetic alphabet.
Hotel, Uniform, Mike, Alpha, November, Alpha
Give three probing questions if the caller is asking about benefits.
What is the type of service?
When is the date of service?
Where is the place of service?
What is your participation status?
Who is the biller for the service?
Do you have diagnosis codes?
The art of asking the right questions to gather information efficiently.
Probing Questions
A government funded health insurance designed for elderlies.
Medicare