Call Flow Level 1
Give the standard greeting in Humana. "Thank you for calling Humana.
My name is ____, your healthcare advocate. How may I help you?"
It is a statement that may remove someone's doubts or fears.
Reassure/Reassurance
What is the third level of listening?
Selective Listening
What does 'E' in FACES stand for?
E-enthusiastic
What does AER stand for?
(Acknowledge, Empathize, Reassure)
Give 2 barriers to effective listening.
(Attention Span, Prejudice, Distraction, Lack of Connection, Bias)
It refers to the height or depth in tone of voice.
Pitch
Give 2 tips in Building Rapport.
(Smile, Active Listening, Call the customer by their name, Start the conversation with a warm up, Show empathy, Watch your tone)
What does PREP stand for?
(Point, Reason, Explain, Point)
What are the 2 primary authenticating elements for first base authentication?
(Member ID, Medicare ID)
Give 2 examples of transitional phrases.
(To get the ball rolling/Going back to your concern)
It is an expectation of taking the member away from additional tasks or added assignment.
M.O.M.
Give the four types of customers.
(Driver, Expressive, Analysts, Friendly)
Give 5 Taboo Topics.
(Religion, Politics, Race, Gender, Salary)
What is the standard closing spiel?
"It's been a pleasure helping you with (NATURE OF THE CONCERN). Thank you for calling Humana, we are always here to help."