Bridging the Gap
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
Requires to listen with the intent to understand and identify the needs of the member.
Active Listening
Known as the big apple.
New York City
What is the most practiced religion (1 only)
Roman Catholic /Church
Where will you connect the member if they are calling regarding the dental benefits of their dental plan?
Horizon Dental
This cultural characteristic shows the difference between how high context and low context value time.
Concept of Time
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
True or False: There are 23 counties in New Jersey.
False
True or False: You can see a white, hispanic, black, and asian person in New Jersey.
True
Where will you connect the member if they are calling regarding a medication?
Prime Therapeutics
What cultural characteristic is flexed if you say what you mean, you provide direct responses to questions, and does not avoid conflict?
Directness
What are the two behavioral skills?
Call control and Resolution
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
Most common language (non-english) in New Jersey. (1 only)
Spanish
What is Get Covered NJ's phone number?
1-833-677-1010
High Context:____________
Low Context: Egaltarian
Hierarchical
To identify issues or analyze information provided by the member and using knowledge and data to effectively identify and implement possible solutions.
Problem Solving
If you are from South Jersey, what do you mean if you say "The City"?
Philly or Philadelphia
Most common country of origin for New Jersey's immigrants. (1 only)
India
Where will you connect the member if they are calling regarding the benefits of their vision policy?
Davis Vision
Low Context: Onus of responsibility is on the ______.
Individual
This can be accomplished by taking into consideration and showing sensitivity to the members reason for calling and tone of the member/call.
Empathy
New York : New York City
__________: Philadelphia
Pennsylvania
True or False: Speaking clearly, being direct, and anticipating needs are signs of understanding the New Jerseyans way of Language
True
Where will you connect the member if they are calling to purchase a policy?
Horizon Sales Team