Helpful Phonetics
Give the phonetic codes of the word EMPATHY.
E for ECHO
M for MIKE
P for PAPA
A for ALPHA
T for TANGO
H for HOTEL
Y for YANKEE
It is the feeling of sympathy or pity for others, especially one that makes you want to help them.
Hey! It is COMPASSION.
It is a personalized services that address the member's specific wants and needs.
Hey! It is Call Personalization.
HIPAA is the acronym for ...
Hey! It is Health Insurance Portability and Accountability Act.
What is PHI?
Hey! It is Protected Health Information.
Give the phonetic codes of the word HIPAA.
H for HOTEL
I for INDIA
P for PAPA
A for ALPHA
A for ALPHA
It is the feelings of pity and sorrow for someone else's misfortune.
Hey! It is SYMPATHY.
TRUE or FALSE. Good rapport develops when someone understands that they can share their feelings and ideas with fear of judgment.
Hey! It is FALSE. Good rapport develops when someone understands that they can share their feelings and ideas without fear of judgment.
This is an individual the member grants to act on their behalf.
Hey! It is POWER OF ATTORNEY (POA).
Provide at least 3 PHI IDENTIFIERS.
PHI IDENTIFIERS
-NAMES
-PHONE NUMBER
-ACCOUNT NUMBERS
-SOCIAL SECURITY NUMBERS
-GEOGRAPHICS
-FAX NUMBERS
-MEDICAL RECORDS
-ALL ELEMENTS OF DATE
Give the phonetic codes of the US state KENTUCKY.
K for KILO
E for ECHO
N for NOVEMBER
T for TANGO
U for UNIFORM
C for CHARLIE
K for KILO
Y for YANKEE
It is the ability to understand and share the feelings of another.
Hey! It is EMPATHY.
TRUE or FALSE. Not relating to another person and not identifying a shared experience is a good way to build rapport to the member.
Hey! It is False. Relating to another person by identifying a shared experience or trait is a good way to find common ground.
What are the HIPAA elements.
- Member ID Number
-Date of Birth (DOB)
-Social Security Number (SSN)
TRUE or FALSE.
Failure to institute HIPAA requirements, privacy and information best practices across the organization could have serious consequences such as fines, sanctions, or termination.
Hey! It is TRUE.
What state has the abbreviation AZ?
Hey! It is ARIZONA.
What is the difference of SYMPATHY and COMPASSION?
Sympathy means you can understand what the person is feeling. Compassion is the willingness to relieve the suffering of another.
What are the six tips for connecting to members?
6 Tips for Connecting to Members
1. Remember member's names
2. Find common ground
3. Actively listen
4. Ask questions
5. Mind your body language
6. Reserve judgment
What do we call to an individual member grants the right to discuss and/or receive personal health information.
Hey! We call them "AUTHORIZED REPRESENTATIVE (AR)".
A person who has an active coverage to the insurance.
Hey! It is MEMBER.
What state has the abbreviation CA? Give its phonetic codes.
Hey! It is CALIFORNIA.
C for CHARLIE
A for ALPHA
L for LIMA
I for INDIA
F for FOXTROT
O for OSCAR
R for ROMEO
N for NOVEMBER
I for INDIA
A for ALPHA
Give us your sample for EMPATHY statement.
“Honestly, I would feel the same way if I experienced what you're going through.”
What are the importance of Call Personalization.
Personalization makes customers feel more valued, which inspires greater brand loyalty.
This term refers to health care professionals, hospitals, nurse practitioners, chiropractors, physical therapists, and others offering specialized health care services.
Hey! We call them "provider or providers".
TRUE or FALSE.
Following HIPAA requirements ties in with our New Basics principle of compliance. We earn member's trust by protecting their private health information and complying with all rules and regulations. In addition, improving our compliance rates can improve our Star ratings.
Hey! It is TRUE.