AutoFails
This happens if you skip verification or rush through it
What is failure to complete caller identification?
This section is worth 20% and focuses on identifying the caller and their needs
What is Opening?
Dead air longer than this without communication is a shortfall
What is 15 seconds?
This must match the patient’s issue exactly when creating a CareReq
What is the reason/selection?
This should always be shown when a patient is frustrated
What is empathy?
Giving this on a call results in an autofail
What is medical advice?
This section requires you to follow workflows and Jotform as the source of truth
What is Main – Extend Service?
Hold time exceeding this without check-in is an issue
What is 2 minutes?
This happens when your CareReq does not match the discussion on the call
What is incorrect CareReq documentation?
Using terms like “hon” or “dear” is considered this
What is unprofessional language?
Not opening or using this correctly leads to an autofail
What is Jotform?
This section evaluates if follow-through like CareReq or CET was done correctly
What is Close – Communicate & Connect?
Cold transfers are only allowed under this condition
What is NEVER?
Creating a new CareReq when one already exists results in this issue
What is a duplicate CareReq?
This should be avoided during calls and can impact QA
What is background noise or distractions?
Ending a call without completing required steps or abandoning mid-call is this
What is mid-call abandonment / incomplete workflow?
This scorecard section focuses on professionalism, empathy, and tone
What is Experience?
This should be used instead of cold transfers
What is a warm transfer?
CareReqs must include this to be considered professional and complete
What are clear, detailed, and accurate notes?
This tone is expected throughout the entire call
What is professional and respectful communication?
“An advocate verifies the patient, partially completes Jotform, creates the wrong CareReq, and does a cold transfer without direction. What is the outcome?”
AUTOFAIL