C.A.R.E.S.
P.R.I.D.E.
L.E.A.R.N.
Surprise
Bonus
100
In CARES, this first step includes proactively acknowledging someone, making eye contact when applicable, and offering a personalized greeting.
What is...
Connect?
100
This P.R.I.D.E. value means meeting productivity, quality, attendance, and service expectations consistently.
What is...?
Performance
100
PAC: “I understand how frustrating it is to prepare for an appointment and then learn it needs to be rescheduled.”
CBO: “I can understand why receiving an unexpected bill would be upsetting, and I appreciate you sharing that with me.”
What is..?
Empathize
100
PAC: A leader explains, “We need to verify the appointment details and use the approved scheduling workflow before confirming the visit with the patient.”
CBO: “To meet our service and quality goals, documentation must be completed before moving to the next account.”
This is which OINC step?
What is...?
Needs
100
How many access centers do we have?
What is..?
Boynton Beach
Las Vegas
Bogota
200
After reviewing an account, an agent explains the available options and takes ownership of helping the caller move forward.
What is...?
Respond
200
CBO: An employee notices that a payment was applied to the wrong account and reports it promptly rather than hoping no one notices.
PAC: An agent realizes they scheduled the appointment incorrectly, they call the patient back and correct it to ensure the patient is scheduled accordingly?
What is..?
Integrity
200
CBO: A representative offers to review the balance, submit a correction request if appropriate, explain payment options, and call the patient with an update.
PAC: An agent reviews alternate locations and providers, identifies the soonest appropriate appointment option, and explains the available choices to the patient.
What is...?
Resolve
200
In OINC, this step involves sharing specific and factual details about an employee’s behavior or performance.
What is...?
Observation
200
List three items that are considered out of dress code, per our dress code policy.
What is..
- Shorts
- Leggins unless a long top/dress is worn over to cover the buttock
- All hast (with exception of Fridays)
- Transparent garments
- Shirts with inappropriate languages/symbols, midriff shirts, off the shoulder, halter tops or strapless shirts
300
Before ending a call, the agent summarizes what was completed, explains what will occur, and confirms the caller is satisfied.
What is...?
Ensure
300
CBO:A colleague is still learning a process and asks the same question twice. Offering a patient explanation and avoiding dismissive language demonstrates this value.
PAC: A patient is frustrated, speaks slowly, or asks several questions. Remaining calm, patient, and professional demonstrates this value.
What is....?
Respect
300
PAC: After helping a patient whose appointment was scheduled incorrectly, the representative documents the concern, follows up with the patient, shares relevant information with the team, and identifies how to prevent the issue in the future.
CBO: Following an escalated billing concern, the representative documents the issue, updates the appropriate leader or team, closes the loop with the patient, and identifies a process improvement opportunity.
What is...?
Notify
300
CBO: A leader asks, “What factors are contributing to the increase in your after-call work time?”
This is which OINC step?
Who is...?
Input
300
List the order for disciplinary action that leads up to termination.
What is..?
Verbal
Written Warning
Final Written Warning
Termination
400
An agent repeats back a caller’s concern about a statement to confirm understanding without judgment. This CARES step is being demonstrated.
What is....?
Align
400
CBO: An SME identifies a recurring denial trend, creates a job aid, teaches the team how to prevent the error, and monitors results.
PAC: A mentor notices recurring errors in new-hire scheduling workflows, develops a clear job aid, provides practice opportunities, and monitors whether accuracy improves.
This best represents which P.R.I.D.E. value?
What is...?
Excellence
400
In LEARN, this step means giving the patient full attention, eliminating distractions, remaining judgment-free, and repeating key points back.
What is....?
Listen
400
“What will you do differently on your next set of calls, and what support do you need from me?” This is which OINC step?
Where is...?
Commitment
400
What is the NYU Mission?
What is..
To TEACH, SERVE, and DISCOVER.
500
A new hire says, “Your account has been reviewed, and the next update will be available in your MyChart within five business days. Is there anything else, I can assist you with?... Thank you for choosing NYULH.” Identify the two CARES steps most clearly demonstrated.
What is..?
Ensure and Sign-Off
500
CBO: A leader adjusts training methods to support different learning styles, communication preferences, and experiences within a new-hire class.
PAC: An agent adapts communication to meet the needs of a patient who has a language preference, accessibility need, or different level of familiarity with healthcare scheduling.
What is...?
Diversity
500
“I apologize that this experience has been frustrating. I will take ownership of helping get this back on track.” This reflects which LEARN step?
What is..?
Apologize, Accountable, Acknowledge
500
When did the Boynton and Vegas site open?
What is?
Boynton: October 2019
Vegas: February 2021
500
When is Sheila's birthday?
(month & day ONLY)
What is... ?
August 7th