Personas
Call Behaviors
KPI/Metrics
Systems
Medicare 101
100

Hesitant and skeptical

•Build trust

•Be clear on who OSH is and why we are calling

•Share details on how we received their information

What is Distant 

100

Helps to build trust and influences how what you say is perceived! Should be maintained throughout your call!

What is tone


Note: A positive tone should be maintained throughout your call!

100

KPI is an acronym  for what? 

What is Key Performance Indicators 

100

A powerful software that enhances Greenway 

What is Canopy 

100

Helps cover inpatient care in hospitals, skilled nursing facility care, hospice care, and home health care.

What is Part A (Hospital Insurance)

200

Actively looking for a new provider and excited to speak with us!

•Be patient and listen to the prospect for their needs and concerns

•Utilize value propositions once learning their needs

What is Eager

200

 Things about Oak Street Health that makes us different from other doctor offices. Things that we know make us stand out in people’s minds!!

What is Unique Value propositions

or

What is UVPs


200

[Total Login Time] - [Total Unavailable Time] / [Total Login Time] refers to what KPI?

What is occupancy 

200

System use nationwide to verify eligibility 

What is OneSource 

200

Helps cover: Many preventive services (like screenings, shots or vaccines, and yearly “Wellness” visits)

What is Part B (Medical Insurance)

300

 likely has multiple complex conditions.

•Focus on the 4 key messages and how we can support complex conditions

•Actively listen to their needs and make sure to talk about the way we can support specialty care, behavioral health and social needs

What is The specialty 

300

Improves the level of satisfaction and assures the prospect that OSH values their patronage.  Always a great way to gain trust by showing concern for their needs! Use their name and personalize your conversation!!

What is Building Rapport 

300

[Total Calls Made] / [ Total Appointments Scheduled] refers to what KPI

What is conversion rate 

300

This system ensures you are compensated. If you need time off you, this is a trusted advisor 

What is Workday 

300

Known as Part C

What is Medicare Advantage 

400

Prospect is working on behalf of their clients or loved ones.

What is he caretaker 

400

This behavior ensures the patient clearly understands what to expect. 

What is welcome visit expectations 

400

This metric allows you to see patient show rate 

What is completion rate 

400

This system is known as our Customer Relationship Manager or CRM 

What is SalesForce 

400

Helps cover the cost of prescription drugs (including many recommended shots or vaccines).

What is Part D (Drug coverage)

500

The caller says..

"What? I don't know what you are talking about, I didn't fill out nothing for no information!"

What is this prospects persona?

What is distant 

500

This is considered a roadblock. Hurdle that requires resolution to move forward.

Raised by the prospective patient 

What is overcoming objections 

500

This metric allows you to see your rate to target

What is percent to goal 

500

Everything is Everything with this tool. Need SOPs, protocols, call scripts and job aids? This tool has you covered. 

What is the Everything Sheet 

500

Extra insurance you can buy from a private company that helps pay your share of costs in Original Medicare

What is Medicare Supplemental Insurance


Or

What is  Medigap

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