Communication & Call Handling
Communication matters because it enhances brand ____________ and customer _____________.
reputation
retention
________________ is a communication framework that helps CSRs handle customer interactions with care and clarity
PEAS
What is our KA for quoting benefit?
KA 3318
Is a dollar amount limit that can be used at the member discretion for any dental procedures associated with an ADA procedure code with the exception of cosmetic
Allowance
Key Communication Technique
- Empathy and _________
patience
(PEAS)
- Acknowledge the customer’s feelings
- Use compassionate language
empathy
Use all resources such as _____ and _____ to verify benefit coverage.
GPS and EOC
Diagnostic and preventive procedures are normally covered 100% with no ________________.
deductible
Call Handling Best Practices
Use structured __________
call flow
(QUEST)
- Listen actively to the customer’s needs
- Ask clarifying questions
- Show that you grasp the issue clearly
Things you are required to ask, check and/or educate about:
Does the caller have a ______ available or am I going to quote _____ benefits?
CPT Code
general
____________ is the branch of dentistry that deals with diseases of the tooth's pulp.
Endodontics
Common Mistakes to Avoid
Sounding ______ or disinterested,
robotic
(QUEST)
- Be mindful of the customer’s mood and background
- Avoid sounding robotic or dismissive
- Adapt your tone to the situation
Sensitivity
CALL HANDLING
Does this benefit require prior authorization? Check _______
NPL
______________ is the branch of dentistry that deals with the replacement of missing teeth and related mouth or jaw structures by bridges, dentures, or other artificial devices
Prosthodontics
Benefits of Better Communication
Stronger customer ___________________
relationship
Participants who complete the program are ________ who build the important emotional connection we desire with our members
advocates
CALL HANDLING
Regardless of the benefit being quoted is a Copay / Coinsurance CSRs must state “Per ______ Per Date of Service” or “Per _____ per Date of Service
CLAIM
VENDOR
You will need to refer to the KA ________ to determine what is considered dental versus medical in nature oral surgery
KA 4218