Call Basics
The primary goal of external communication.
What is to format and present information in a way that reflects positively on the company?
The recommended order of steps when handling an upset patient.
What is to stay calm & focused, listen to the patient, identify & acknowledge the problem, and offer a solution?
The difference between an inbound and outbound call greeting.
What is that an inbound greeting includes a thank you and how you can help, while an outbound greeting includes your name and reason for the call?
What should you do at the end of every call.
What is to select a disposition?
What patients want to know regarding their prescription status, even if there are no new updates.
What is their status?
The four key elements of external customer service.
What are trust & rapport, active listening, problem-solving, and attitude & tone?
Two things to avoid using when leaving a voicemail for a patient.
What are sharing PHI and using a generic greeting?
The steps you must take to ensure HIPAA compliance when a patient's family member calls for an update.
What is to verify two identifiers and ensure the patient has given permission to speak with a family member?
The disposition you should select when a call is regarding helping a patient with affording their medication.
What is financial assistance?
The concept of showing understanding to patients who are stressed or worried.
What is empathy?
The meaning of the acronym HIPAA.
The reason why it's important to avoid using medical abbreviations and complex terms with patients.
What is to ensure clear communication that is simple for them to understand?
Why it's important to inform patients of their prescription status even if there are no new updates.
What is to provide a positive patient experience and keep them informed?
The sub-status you need to select after choosing the "Patient" disposition.
What is to select an appropriate sub-status?
The communication style that is simple and easy for patients to understand.
What is clear communication?
The number of identifiers that must be verified before discussing protected health information (PHI).
What is two?
Two examples of people, besides patients, who benefit from effective communication.
Who are providers, stakeholders, and outside consumers?
A tactic to avoid "dead air" on a call, and its overall benefit.
This is what you can improve by choosing a disposition at the end of every call.
What is data accuracy & understanding of call types?
The reason why interrupting a patient while they are explaining their issue should be avoided.
What is that it can imply a lack of respect?
Two key components of a good outbound call greeting.
What are providing your name and purpose of your call?
The best practice for documenting contact attempts with a patient.
What is to document every attempt in the Platform?
The disposition you should select for a call that is not related to conversion or scheduling.
What is n/a?
When you would choose the "Successful Conversion" disposition.
What is when you convert a patient to the clinic dispensary?
The suggested actions to avoid "dead air" on a call.
What are informing the patient what you are doing, making small talk, or using hold?