Salesforce
Salesforce integrates with _____________, our current phone system.
Vonage
What is the preferred method to log into your softphone?
Through Salesforce
What is LifeFile?
Cloud-based pharmacy management system where providers can submit new prescription orders.
Who answers inbound calls from customers?
Call center
Task that needs to be completed
Case
When is it necessary to link a call?
When making or taking calls from Vonage
Orders are sorted into________
Buckets
Who places outbound calls and emails to clinics regarding clarifications associated with patient pay prescriptions?
Clinic Support
When transferring a customer to another agent, always use a_____________
Warm transfer
Where do you view and edit patient details, see dispensing history, and refill prescriptions?
Patient Profile Tab
______________________monitors customer conversations, creates/conducts tests to identify errors, and provides employee feedback/coaching to ensure both employee performance and the overall support process meets Empower's quality standards.
Quality Assurance
What do you immediately do, when you decide to work on a case to prevent more than one person from working on it?
take ownership
What do you do when a customer does not want to continue holding?
Create a call-back case in Salesforce and include as many details as possible.
What can you find in the provider's notes?
Standing orders, billing information, preferred method of contact.
What department addresses all incoming customer complaints and is responsible for documenting and resolving reported incidents?
Incident
What must be done once a case is completed
Change the status to complete
What is required whenever a customer is giving an agent a credit card number?
Pause the recording
What is another name for document number?
LF number
Who types new orders?
Data Entry