GBC
It is the amount that the insured pay up-front to the provider
Copayment
Giving your full attention to the person whom you are interacting with
Courtesy
An admission of error or discourtesy accompanied by an expression of regret
Apology
Making it easier for the customer
Customer effort
Provider Validation
TIN
It is the amount that the insured needs to meet before insurance begin to pay
Deductible
Being accommodating
Advocacy
the feeling or mental state brought about by such sensitivity
Sympathy
The customer felt valued
Demonstrating Care and Concern
Provider Validation: after getting the TIN, next is to?
Validate the servicing location
It is the cost sharing between insurance and the member
Coinsurance
setting the right expectations
Reliability
involves personally putting yourself in that persons shoes
Empathy
taking full responsibility
Ownership
Member Validation: We ask for?
Member ID
Services that may not be covered or not part of the plan
Exclusions
acknowledging the customer's concern
Empathy
Letting the customer know you are taking over his concerns
Providing Assurance
What is the Offer survey spiel
We appreciate (value) your feedback. We have a quick survey after the call (regarding my service today) would you like to participate?
Member Validation: Provided the MM ID, next is to validate the ___
The amount where insured is cover for his entire life until it is exhausted
Lifetime maximum
It is the key to communication
Clarity
Remembering EMPATHY, T stands for
Treat others the way you wanted to be treated
what is the Opening spiel
Thank you for calling Aetna my name is ____, and I'll be your customer advocate for today.
Member Validation: no DOB and address, next validation is ___
Phone number