QA
The minimum Quality Assurance score that our team should earn is..
What is 90% or higher
The amount of calls per hour we are expected to take..
What is 8+
EAP is the abbreviation for what words and it was created to do what...
What is Employee Assistance Program. It's purpose is to provide emotional support and overall assist with a work/life balance.
The keys you use to take a screenshot...
What is Shift, Command, 5 OR 4, OR 3
The name of the seniors who monitor calls
Carissa, Cyd, Elissa, Kamini, Sabrina, & Shirley
The minimum Quality Assurance score that our team should earn is..
What is 90% or higher
These are the holidays currently observed by the company....
What is New Years, MLK, President's Day, Memorial, Juneteenth, Independence, Labor Day, Thanksgiving, Day after TDay, & Christmas.
Within the PS Department, the acronym, VAPPE stands for...
Volume, Articulation, Pitch, Pace, and Energy
The name of the tool you use to review your calls
What is Level AI
The minimum CSAT score we would like everyone to earn after handling a call...
A tool one would use to recognize or give kudos or a gift to someone within the company...
What is ModMed Pulse.
The name of the AI tool we will be using starting 10/05 to get answers to call questions...
Who is Jamie
The keys you use to take a screenshot...
What is Shift, Command, 5 OR 4, OR 3
Everyone's scheduled adherence goal should be..
What is 90% or higher.
The point of contact if you have a question and/or questions regarding the amount you were charged for your health insurance plan...
What is benefits@modmed.com
The expected initial response one should inform an upset patient who is calling in to see why she was charged 5x for 1 day of service at her PCP which has prevented her from being able to shop today.
What is, "I am sorry to hear that occurred but will be happy to take a look into this for you." (or something similar - acknowledging, empathizing and expressing willingness to assist. Think of the LAURA technique.)