Language Barrier
These members are NOT allowed to provide their own translator or have a caregiver, family member, or friend translate on their behalf
Who are members whose Primary Language Not English
This should never be initiated
What is offer to place member on DNC list
True/False - (HRA) - When completing the form, we (CC/MS) only need to fill out sections I-IV
What is true
To put it another way, for this reason, on the positive side, etc. are all examples of
What are transitional statements or phrases
This refers to guidelines that apply when people make calls to others or when they receive calls. It includes but is not limited to being respectful to the person you are talking with, showing consideration for the other person's limitations, allowing that person time to speak, communicating clearly and much, much more
What is Phone Etiquette
CCCS
What is Cross Cultural Communication Services
This box is checked on the Complaint/Compliment Form when members reside in NY state
What is Kearns MD PLLC (NY)
Telling members what can be done, suggesting alternatives, and sounding helping & encouraging are all examples of
What is Positive Phrasing/Language
This is the last step needed (and often forgotten) when constructing a complete rebuttal
What is assume the appointment
We do this by using simple and understanding language. We cannot assume that everyone is familiar with industry/our company’s acronyms or buzz words
What is Avoid Jargon/Acronyms
This type of call is identified and announced by an operator
What is Text Relay System (TRS)
This process is followed after the initial POA verification and documentation
What is reconfirm their status with the POA on file or the member
There are actually # of steps to providing a positive customer experience
What is 14
It is necessary to do the following when initially rebutting/addressing the member’s concern
What is acknowledge their objection
Members do this when they speak to us (just as we do with them)
What is Form a Mental Picture
AH is obligated to do this
What is offer HRA’s to all eligible members
QS/QC
What are Quality of Service & Quality of Care
True/False – When requesting a copy of the HRA, remember to check the box next to Summary Health Risk Assessment (Member Plan of Care – MPOC)
What is False
This statement connects the member’s objection to your rebuttal
What are transition statements or phrases
Being pleasant, showing empathy, actively listening to members, not sounding rushed or annoyed and smiling when speaking to members are all examples of
What are Ways to Improve Phone Etiquette
This information is inserted in the special instructions box and MMS when Akorbi services are requested
What are Akorbi’s contact number, client ID, authorization code and the member’s language
Clients that verbal consent can be used and documented.
What is All Clients
Name three steps in providing a positive customer experience
What are
a. Patience/Pace, b. Attentiveness c. Clear Communication d. Knowledge of Service e. Use of “Positive Language” f. Acting Skills g. Time Management, h. “Reading Customers/Members” i. A Calming Presence j. Handling Surprises k. Persuasion Skills l. Tenacity m. Closing Ability n. Willingness to Learn
The speech act of refuting by offering a contrary contention or argument
What is rebuttal
This is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met
What is Customer Service