Metrics
What is the Target for NPS?
What is 70
what is the Call off Process? (Multiple Steps)
What is:
contact call off line - 888-738-0619
Contact your Direct supervisor within 2 hours of your shift start
What does NPS stand for? what does it represent?
What is Net Promoter Score - Surveys
Where do you find Co pay assistance information?
what is in the Pharmacy Reference page
What is the Client Target for AHT (For your specific LOB)
what is:
Fertility 655 (client target) 590 (bonus Target)
CLR 580 (Client Target) 530 (bonus Target)
ONC 430
Core 430 (Client Target) 414 (bonus Target)
Spanish 450
How much Break Time are you provided for every 4 hours worked? (Not including ADA)
What is 15 mins
these are the 3 different types of surveys:
Detractors
Promoters
Neutrals
assign each one on the scale of 1 - 10
Detractors - 0 - 6
Neutrals - 7 - 8
Promoters - 9 - 10
What are the following abbreviations for Prudent status:
Prudent = E
Prudent = R
Prudent = UC
Prudent = P
Prudent = E - Enrolled
Prudent = R - Refused
Prudent = UC - Unable to contact
Prudent = P - Pending
What is the document that tells you When you should create a promised Call back task?
What is the target for Schedule adherence?
What is 91% (client Target) 93% (bonus Target)
what is the Process to request time off?
Show the process
provide the proper closing
Agent successfully:
Reminded PT of agent's name
Offered the survey - specific about email
Offered additional assistance
When should you re-rank insurance for prudent accounts?
What is Never
Where would you find information to determine Claim rejections?
What is the Target for Satisfaction %?
What is 80%
What is 3 clean desk policies?
What is:
No electronics
No writing utensils
No other people in the work area
Screen pointed away from window
Doors Closed
Camera Turned on during Audit
No bags/Coats
what is it called when you put yourself in the customers shoes?
What is it called when you are consistently letting the patient know that they have reached the right person, and you will do everything you can to assist them?
What is Empathy & reassurance
what is the process for Prudent E accounts?
What is:
001 - $0 Copay - we can place the order
002 - High deductible that must be met before prudent will pay
where do you find information about DNF codes?
What is:
Pharmacy Reference Page - Under DNF
What is the Target for your Weekly Hours adherence
what is 90%
what is the hours Accountability process? - Must list all 3 accountability Levels
Missing 4 weeks in a 8 week period - Written
Missing 6 weeks in a 12 week period - Final
Role play a scenario where the patient was upset that their medication was delayed, and you need to de-escalate
During the role play the agent successfully:
Show empathy
Provided Reassurance
Had Great tone
What is the process for Prudent P accounts?
What is the process for Prudent UC accounts?
What is the process for Prudent R accounts?
Prudent P - Schedule and warm transfer to prudent
Prudent UC - Advise and Schedule the medication PT that prudent attempted to reach them and were unable to contact - Warm transfer to prudent
Prudent R - Advise Pt they are responsible for the Co-pay
If the patient is not eligible for Copay assistance for the medication Ohtuvayre, where do you find the information for additional Funding?