BLX Terminology
Soft Skills
Eligibility
Registration
Reservations
100
Reservation Ticket
What is the full record of an employee's request?
100
38%
What is how much of your message that comes across by tone?
100
Eligibility Pending - Management Approved
What is a temporary status for VIP's?
100
Online or over the phone
What are the 2 ways an employee can register?
100
5 days
What is the maximum amount of consecutive days an employee can schedule on a Reservation Ticket?
200
Hybrid Center
What is a center type with both full/part time child care and dedicated back-up care?
200
Using the employees name early and often
What is a simple way to personalize each call?
200
Eligibility file
What is the list provided by employers to let Bright Horizons know which employees are eligible to utilize the back-up care benefit?
200
Alternate Contact
Who is the secondary person identified by the employee to access the back-up care benefit?
200
4 hours
What is the minimum amount of hours an employee can schedule for care?
300
Care Recipient
What is a child or adult identified by the employee as eligible to receive back-up care?
300
I understand...I recognize...I can appreciate...
What are empathetic statements?
300
Eligibility Coordinator at Bright Horizons
Who is Stephanie Gill?
300
Eligibility Pending
What is the method of registering an employee not on the employers latest eligibility file?
300
Cancellation Policy
What is the time the employee must cancel a reservation by to not be charged for the care scheduled? (Bonus: What time?)
400
Consultation
What is a record of an employee call not associated with a Reservation Ticket or Customer Issue ticket?
400
Know that you care, not care what you know.
What is the most important thing to a customer?
400
Qualifier
What is the unique data required by the employer to prevent unauthorized use of the back-up care program?
400
10 days
What is the amount of time allowed before the employee's card is charged the full cost of care for Eligibility Pending Secured?
400
Pre-pay
What is the process by which we collect payment information at the time of the reservation?
500
Reservation
What is one date of care within a Reservation Ticket?
500
Empathy and active listening
What is how you control how the customer perceives you, our product, and our company?
500
Active, Eligibility Pending - Approved, and Eligibility Pending - Management Approved
What are the only status' able to schedule care?
500
Care Environment
What is the information collected about the care location?
500
Influenza/H1N1 questions
What is information collected per CDC guidelines for center-based care?
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