Greeting & Verification
What should every call begin with?
Greeting
What kind of tone should every processor use?
Polite
What ensures correct guidance to the caller?
Accuracy
What must you ask for before placing a caller on hold?
Permission
What provides record of the call in a lot?
Notes
What must you always confirm before discussing a claim?
Verification
What skill shows empathy and understanding?
Listening
What should you do if you can’t find an answer?
Ask for help
What should never exceed three minutes?
Hold time
What should every note include?
Name
What do you need before speaking to someone not listed on the claim?
Permission
What builds caller confidence?
Assurance
What type of document must always match the system information?
MVR
What do you do if the call disconnects?
Call back / Document
What is reviewed during a 360 check?
MVR
How should you address someone with a known title?
Respectfully
What must you avoid when a caller is speaking?
Interrupting
Giving wrong info causes what?
Delay
What summarizes the conversation?
Wrap-Up
What kind of abbreviations may you use?
Approved
Why do we verify the caller?
Security
What attitude should you maintain throughout the call?
Positive
What does accurate information protect?
Compliance
What confirms next steps for payment?
Okay-to-Pay
What’s the goal of a 360 review?
Gather Information