Genesys
This is the status used for mentor time
what is Training, CBT
This is the order when a member has Commercial and KYMCD
what is last
When I transfer I call use this
What is the phonebook
In addition to member ID this other information is asked about
What is the last updated COB
We can also see the member ID in CAS which we have not covered
This tells me the extension, hours of operation, and phone number
what is the info button in Phonebook
It's time to go to lunch what do I do
After calling Sonic
we choose the drop-down menu and change to meal
We find the information on this screen in CRM
What is the plan member page
Other Insurance
YES or NO
Every caller is offered, but does not always take it to end the call
What is transfer to VOC
I do this to log out for the day
What is change status to available, then log out of CRM, then log out of Genesys Cloud
**If you are not logged off both a still on que another call can come int***
This is the classification and Intent for COB
What is COB
Verification/Update dispute
Other Insurance Update and Dispute CCC Provider
What is blind transfer.
I've clicked done, but I'm getting a message I'm in ACW what next
What is check for the person in the wrap-up window, then select done
These people can update the COB
What is the member (easiest) or the provider
Make sure the caller has this before you transfer
What is the reference number, and PHONE number of that department