Soft Skills
What are the four key soft skills?
effective speaking, active listening, building rapport and diffusing anger.
Can Signify providers refill prescriptions?
No, Signify providers can not write or refill prescriptions.
Name 1: What is one way the In-Home Evaluation work to keep members happy and healthy at home?
Using robust analytics members are selected for an IHE based on a variety of factors.
The IHE is a tool to assess the member’s current health status.
Findings are provided to the primary care physician and the member’s health plan.
True or False: My rate of speech should remain calm and slow when talking to a member?
False, your rate of speech should vary based on the member. Some members prefer you to speak louder and softer. Match your rate of speech based on member.
True or False: 30 Minutes 1 on 1 time with Provider
False, 60 Minutes 1 on 1 time with Provider
True of False: We will call the member to make sure their appointment was completed
False: We will call the member to schedule their appointment and remind them of their upcoming appointment.
What are the 6 steps to Building Rapport?
Personalize the call, Ask for the correct pronunciation, Show Interest, Restate to check for Understanding, respond to the Members Statement, Respond with Empathy and Sincerity
Earlier today we watched Laly story, the provider who came out to see her Yarelis Sarria Sanchez, what kind of provider was she?
NP Nurse Practitioner
Our clients are consider the insurance companies, knowing this, what are some of the names of our clients? List 2
Advent Health
Aetna
Aspire Health Plan
Asuris Northwest Health
Priority Health
Blue Cross Blueshield
Centene
Wellcare
Healthfirst
What are you required to do when a member uses offensive language?
You are required to let the member know two times that they need to refrain from using offensive language before you attempt to disconnect the call.
What are some additional benefits does the in home evaluation provide?
Reduction of fall hazards
Follow up with the members PCP
Offer name of other providers in the area at the member requests
How many departments does Signify have and what are they?
Member Engagement
Training
Quality Assurance
Operations
What are some Do`s for Active listening?
DO: Restate or paraphrase pertinent member comments to let them know you are listening and understand their needs
DO: Ask clarifying questions when needed (but not because you weren’t listening)
DO: Take notes if needed
What is all included in the visit?
60 Min 1 on 1 with Provider
Non-Invasive Physical Exam
Medication Review
Review Medical history
Answer Health Related Questions
What are our 7 Member Engagement Coordinator New Hire Training focuses for Week 1 and Week 2 of training?
Learning Content
Skill Building
Shadowing experienced MECs
Taking Live Calls
Coaching Sessions
QA Certification
Call Calibrations