Enter Title

Rapport Techniques

100

 Using "Uh-huh" and "I see" to show you're paying attention without interrupting.

 Active Listening

200

Using a member's  specific name instead of "Sir" or "Ma'am."

Personalization

300

Starting with a human touch rather than a robotic greeting, can what?

set a positive tone immediately

400

This technique involves finding a common interest, like the weather or a local sports team, during "dead air."

 Icebreaker

500

The technique of repeating back what the member said in your own words to ensure accuracy.

paraphrasing

Empathy & Validation

100

Acknowledging the member's perspective without necessarily agreeing they are right.

Validation

200

"I understand how frustrating it is when your claim was denied" is an example of this.

Efficiency Empathy Statement 

300

This "fatigue" happens when agents take on too much of the member's stress

Compassion Fatigue (or Burnout)

400

Doing this "with your voice" makes you sound helpful even if the member can't see you.

Smiling

500

This is the difference between Sympathy and Empathy.

"Feeling for" vs "Feeling with"

When do we say this

100

 aetna.com/Medicare      

when offering self-service options 

200

Freebie

300

This call will be monitored or recorded for quality and training purposes.

outbound calls / when someone else joins the call 

400

• Thank you for calling. My name is _________ I will be your member  advocate today. Am I speaking with the Member? (3times)
• Agent ___ ,  will now be disconnecting the call due to no response

Ghost call 

500

^{"This information is subject to change at any time. Therefore, please check with the provider before scheduling your appointment or receiving services to confirm he or she is participating in Aetna's network.}

^{Participating physicians, hospitals and other health care providers are independent contractors are neither agents or employees of Aetna. The availability of any particular provider cannot be guaranteed, and provider network composition is subject to change."}

Sending provider List 

Wild card

100

"You've come to the right place; I can definitely help you with this today."

reassurance / ownership statement

200

To reassure a member when you don't have the answer, you should provide a clear __________ for when you will follow up

timeframe

300

Using this pronoun instead of "They" or "The Company"

"I"

400

"I'll try," an agent showing ownership says this.

 "I will"

500

This is the act of apologizing for the situation on behalf of the company, regardless of who made the mistake

taking accountability

Its all relative

100

This singer is known for her "Eras" Tour

Taylor Swift

200

what is Scar's real name 

Taka

300

This Italian cheese's name translates to "recooked."

Ricotta

400

I am the only animal that cannot jump

elephant

500

 The number of Dalmatians in a Disney film minus the number of dwarfs with Snow White.

  What is 94? (101 - 7)