Responsibilities
Answering questions, booking appointments, complaints/grievances, documenting calls for future reference, and using the warm call process when necessary
What is involved in helping members?
TSC Representatives manage diverse customer inquiries, ensuring clear communication and timely assistance
What is Customer Inquiry Handling?
The Telephone Service Center acts as the backbone supporting smooth and efficient Medi-Cal Dental operations within Dental Business Operations (DBO) of Gainwell Technologies.
What is the TSC Department?
Something your face does when happy and the members website
What is Smile?
TSC
What is Telephone Service Center?
Answering questions, providing claim information, payments, documenting calls for future reference, and ordering forms.
What are some things involved when responding to Providers?
Staff making sure members and providers receive quick answers to their questions
What are Frontline Responders/TSC Representatives?
The top leader of the TSC, currently Alice Sandridge.
Who is the Call Center Manager
Staying organized and managing your time to handle all tasks
What is Time Management?
DHCS
What is the Department of Health Care Services?
Tool used to locate a dentist for a member
What is Find a Dentist Tool?
The crucial role in maintaining caller satisfaction and operational efficiency is achieved
What is addressing problems, offering guidance, and resolving challenges?
Innovation, customer satisfaction, and operational excellence.
What are the organization's strategic goals?
Providing empathetic, patient, and solution-oriented service for increased customer satisfaction
What is Customer Service Excellence?
DBO
What is Dental Business Operations?
What is HCC?
Resolving issues efficiently using their technical knowledge and protocols
What is Technical Troubleshooting?
Who oversees TSC daily operations and provides guidance to ensure smooth team performance
What is Team Leads and Supervisors?
Tools that will increase your performance and contribute to a positive workplace.
What are Tips for Success?
TAR
What is Treatment Authorization Request?
Who are the two most common callers?
What are Members and Providers?
Accurate documentation and proper escalation create customer satisfaction
Why is Documentation and Escalation so important?
Which department facilitates onboarding, learning and continuously updating with refresher courses
What is the Training Department?
The ability to ask questions to learn and grow in your role
What is Proactive Learning?
CRM
What is Customer Relationship Management?