ETIQUETTE
What are 3 components of being mindful of when speaking on the phone that can portray your mood
What is..
*Speak Clearly
*Enunciation
*Be aware of your tone, speed and volume
DNC stands for?
Do Not Call
How are 5 ways you can create a perfect experience through dialogue?
*Maintain confidence
*Use Positive and professional language
*Avoid Jargon
*Actively listen and take notes
*Maintain confidence
when is the only exception that the DNC list does NOT apply?
When working signature project
What are soft skills?
What is..
personal attributes needed for on-the-job success. Also known as interpersonal(people skills)
Where can you locate the DNC list?
what is Go/raks Risk Adjustment Knowledge source Library -Phone Team library Tab- CRA MRA Library-Phone Team DNC list
*Note List is broken down by Market
what are hard skills?
What is..
Job-specific skills and the knowledge needed to perform a certain job ( e.g. certifications & licenses)
What are the Action/Next Action for New Agent DNC and who do you send email to?
Action: Call Next Action: Research
Email your LO cc TL and Help Desk
Name 5 examples of soft skills
*Communication*Empathy*Work ethic*Active listening* Motivation*critical thinking*creative thinking*Teamwork*Leadership*Responsibility*DecisionMaking*Patience*time management*Problemsolving*Attitude*conflictresolution*Positivity*Adaptability
What must be included in the Subject and Body of a DNC email?
Subject: Site ID/State/reason (Site is on DNC list)
Site ID, name of site, a screenshot of claim and your notes confirming you called and confirmed the location name.