Queue Life
MSC calls with a Veteran willing to travel 102 miles.
What is Mileage Exception/Travel Approval?
First suggestion to fix most issues with most electronics. Specifically your computer; "Have you _____?"
What is Tried Restarting/Turned it Off & On Again?
We use this tool to view and manage available appointment blocks when scheduling.
What is Block Scheduling Tool (BST)
Before booking, checking the Veteran's existing appointments can help prevent this.
What is a scheduling conflict/reschedule?
You're researching an order and haven't spoken to the caller in a while. This quality markdown might occur if you don't speak up soon!
What is Dead Air?
Looks like Mednet was visited by Anna, Elsa, and Olaf.
What is Frozen?
It's only 3 letters, but it's a LONG appointment.
What is SHA?
The Veteran's first choice provider has no availabilty. Rather than stopping there, you offer thse to help get them seen sooner.
What are alternate providers/locations?
You need additional time to research something while assisting the caller. Before putting them on hold. This is what you do.
What is ask permission/inform the caller?
A slip of the finger here, a misplaced digit there, and you're calling IT for this reason.
What is Locked Out
This abbreviation refers to the person responsible for coordinating scheduling needs between the Veteran and Dedicated.
What is an MSC?
A Veteran has several appointments to schedule. This best practices helps them save time and travel.
What is a Combined Trip?
You just talked for 30 seconds straight and then the MSC says "Hello?"
What is Mute?
Before contacting IT about an error message, you should capture this so they can see exactly what went wrong.
What is a screenshot?
The task that automatically generates when a block appointment is cancelled and set up for reschedule.
What is CMSCHEDASSIST/1083?
This simple question at the end of a call can uncover another need.
What is "Is there anything else I can help you with?"
A caller asks you to check different providers, locations, and dates while they already have an appointment scheduled. This behavior is known as _____.
What is Appointment Shopping?
The extra layer to keep you nice and safe. At first it's a pain, but now is second nature for added security.
What is 2FA/MFA?
There's no availability or scheduling options. This action allows you to continue working the task rather than leaving it unresolved.
What is Force Hold?
Looking for an appointment sooner than the first one you find is one simple way to do this.
What is go the extra mile?