Bridging the Gap
Soft Skills and Behavioral Skills
NJ Places
NJ Faces
Enter Call Pathway: Delegated Vendors
100

A type of difference where it describes the ways in which each one of us is different from everyone else, including those in our group.

Personal

100

Requires to listen with the intent to understand and identify the needs of the member.

Active Listening

100

Known as the big apple.

New York City

100

What is the most practiced religion (1 only)

Roman Catholic /Church

100

Where will you connect the member if they are calling regarding the dental benefits of their dental plan? 

Horizon Dental

200

This cultural characteristic shows the difference between how high context and low context value time.

Concept of Time

200

A constant process in which the agent is able to adjust their thinking, attitude and/or actions based upon the current or future situation.

Adaptability

200

True or False: There are 23 counties in New Jersey.

False 

200

True or False: You can see a white, hispanic, black, and asian person in New Jersey.

True

200

Where will you connect the member if they are calling regarding a medication?

Prime Therapeutics

300

What cultural characteristic is flexed if you say what you mean, you provide direct responses to questions, and does not avoid conflict?

Directness

300

What are the two behavioral skills?

Call control and Resolution

300

What are the three counties in New Jersey that are part of the so called "Northeast corridors" as they are in diagonal with Philadelphia and New York City.

Mercer, Somerset, Middlesex

300

Most common language (non-english) in New Jersey. (1 only)

Spanish

300

What is Get Covered NJ's phone number?

1-833-677-1010

400

High Context:____________

Low Context: Egaltarian

Hierarchical

400

To identify issues or analyze information provided by the member and using knowledge and data to effectively identify and implement possible solutions.

Problem Solving

400

If you are from South Jersey, what do you mean if you say "The City"?

Philly or Philadelphia

400

Most common country of origin for New Jersey's immigrants. (1 only)

India

400

Where will you connect the member if they are calling regarding the benefits of their vision policy?

Davis Vision

500

Low Context: Onus of responsibility is on the ______.

Individual

500

This can be accomplished by taking into consideration and showing sensitivity to the members reason for calling and tone of the member/call.

Empathy

500

New York : New York City

__________: Philadelphia

Pennsylvania

500

True or False: Speaking clearly, being direct, and anticipating needs are signs of understanding the New Jerseyans way of Language

True

500

Where will you connect the member if they are calling to purchase a policy?

Horizon Sales Team

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