CUSTOMER SERVICE
WHEN USED DURING A CALL, THIS CAN HELP A PATIENT FEEL HEARD AND UNDERSTOOD.
WHAT IS ACTIVE LISTENING SKILLS/PAYING ATTENTION/EMPATHY?
THIS IS WHAT YOU CAN CONTROL DURING A CALL.
WHAT IS YOUR TONE?
THE FIRST STEP TAKEN WHEN YOUR COMPUTER WON'T CONNECT TO INTERNET
WHAT IS RESTART COMPUTER?
WHERE DO YOU LOOK WHEN A PATIENT CALLS IN WITH AN INSURANCE YOU ARE NOT SURE IF WE PARTICIPATE WITH?
WHAT IS THE MANAGED CARE WEBSITE?
WHAT QUESTION SHOULD YOU ASK PATIENTS THAT ARE CALLING TO BE SCHEDULED IN YOUR DEPARTMENT?
WHAT DO YOU NEED TO BE SEEN IN __________ FOR?
THE PHRASE THAT IS USED TO BEGIN A CUSTOMER SERVICE INTERACTION, SHOWING WILLINGNESS TO HELP.
WHAT IS I WILL BE HAPPY TO HELP YOU WITH THAT?
THIS IS THE EMOTION THAT HELPS YOU CONNECT TO YOUR PATIENT.
WHAT IS EMPATHY?
A PATIENT IS ON THE LINE AND THE AVAYA CONNECTOR IS NOT OFFERING POP UPS
WHAT IS ASK CALLER FOR 3 PATIENT IDENTIFIERS AND PROCEED WITH SCHEDULING
WHERE DO YOU LOOK IF A PATIENT CALLS IN WITH A DIAGNOSIS THAT YOU ARE NOT FAMILIAR WITH?
WHAT IS GOOGLE?
WHAT DO YOU ASK PATIENTS IF THEIR INSURANCE OR REASON FOR VISIT REQUIRES A REFERRAL
WHAT IS HAS A REFERRAL OR ORDER BEEN FAXED TO OUR OFFICE OR ENETERED INTO OUR SYSTEM?
THE PHRASE THAT IS USED WHEN A PATIENT IS PLACED ON HOLD.
WHAT IS, WOULD YOU MIND IF I PLACE YOU ON A BRIEF HOLD?
WHEN APPLICABLE OFFERING DIFFERENT LOCATIONS WHEN THE PREFERRED LOCATION IS NOT AVAILABLE
WHAT ARE ALTERNATIVE OPTIONS?
YOUR EQUIPMENT WORKS AT HOME, BUT DOES NOT WORK WHEN YOU COME TO THE OFFICE
WHAT IS TROUBLESHOOT, NOTIFY YOUR LEADERSHIP.
A PLACE YOU CAN FIND COMMONLY ASKED QUESTIONS
WHAT IS THE TEAMS CHAT?
WHAT DO YOU ASK A PATIENT THAT IS A REQUIREMENT IF THEY HAVE A SPECIFIC ISSUE OR DIAGNOSIS?
WHAT IS HAVE YOU EVER SEEN A SPECIALIST FOR THIS BEFORE?
THE PHRASE THAT IS USED TO END YOUR INTERACTION ON A CALL
WHAT IS THANK YOU FOR CHOOSING JOHNS HOPKINS?
"I'M SORRY YOU FEEL THAT WAY" IS AN EXAMPLE OF THIS
WHAT IS A BLAMLESS APOLOGY?
WHAT DO YOU DO WHEN YOUR JOHNS HOPKINS EQUIPMENT THAT WAS PROVIDED FOR YOU IS NOT WORKING PROPERLY.
WHAT IS NOTIFY SOMEONE ON YOUR LEADERSHIP TEAM?
WHO ELSE CAN YOU REACH OUT TO THAT MAY HAVE THE ANSWER TO YOUR QUESTION?
WHO IS YOUR TEAMMATES?
WHAT DO YOU ASK IF THE PATIENT IS CONFUSED ABOUT WHAT THEY NEED TO BE SEEN FOR TO HELP US SCHEDULE THEM PROPERLY?
WHAT IS DO YOU HAVE ANY MEDICAL RECORDS IN REGARDS TO YOUR DIAGNOSIS?
WHEN MAKING AN OUTBOUND CALL, A MANDATORY STATEMENT THAT MUST BE SAID TO A PATIENT
WHAT IS THIS CALL IS BEING RECORDING FOR QUALITY AND TRAINING PURPOSE?
THE FIRST THING THAT'S DONE WHEN A PATIENT CONTINUES TO ESCALATE AFTER MULTIPLE OPPORTUNITES TO HELP HAS BEEN MADE
WHAT IS REMAINING CALM AND RESPECTFUL TO THE CALLER.
THE WIRELESS EQUIPMENT THAT YOU PURCHASED THAT WAS NOT APPROVED BY YOUR LEADERSHIP TEAM IS NOT WORKING PROPERLY
WHAT IS ONLY USE WIRED EQUIPMENT PROVIDED BY YOUR DEPARTMENT? (I.E. KEYBOARD,MOUSE, AND HEADSET)
THE FIRST PERSON THAT YOU SHOULD CONSIDER FOR QUESTIONS IN REGARDS TO THE PROPER SCHEDULING PROTOCOLS FOR THEIR DEPARTMENT?
WHO IS YOURSELF?
THIS IS A PHRASE THAT IS SAID TO SHOW GRATITUDE FOR SCHEDULING PATIENTS CORRECTLY, ANSWERING MULTIPLE CALLS A DAY, CONTRIBUITING INSIGHT TO PATIENTS, PROVIDING SUPPORT TO OUR CLINICS, SHOWING UP DAILY ON TIME AND GIVING US THE BEST VERSION OF YOU.
WHAT IS THANK YOU FOR BEING A PART OF PATIENT ACCESS AND FOR ALL YOU DO?