HIPPA
PHI stands for
Protected Health Information
These provide step-by-step instructions for handling customer interactions
What are standard operating procedures (SOPs)?
Being honest and truthful with customers
What is integrity?
Thank you for calling .......
What is a professional greeting?
Resolving a customer's issue during their first contact.
What is first call resolution
Agents should consult this when uncertain about a policy
What is the knowledge base or supervisor?
The quality of being accountable for your actions
What is responsibility
What is active listening?
This customer benefit results from strong FCR
What is confirm all customer concerns are resolved
Member ID, DOB, Address or SSN
What is verification?
Following a documented workflow helps ensure this
What is consistency
The company rulebook that guides employee actions
What is policy?
What is 3 minutes?
Agents should do this before ending a call to help ensure FCR
What is ask caller has their concerns been answered or ask is there anything else i can help you with?
Sharing member information with unauthorized individuals is a what
HIPPA VIOLATION
Making exceptions outside approved guidelines can create this type of risk
What is compliance risk
Showing concern and understanding toward a customer's feelings
What is empathy?
Even when customers are upset, agents should maintain this
This action often reduces repeat calls and improves FCR
What is accurate documentation
If a relative is not authorized, the agent should do this
refuse disclosure
When policy and customer expectations conflict, agents should do this
What is follow policy while providing alternatives or escalation options
The ability to adjust to changing situations and customer needs
What is flexibility?
please hold, you still there, helloo?? are all examples of
What is bad phone etiquette?
First call resolution is negatively impacted by
what is multiple callbacks?