Drop Your Jaw
What is the character symbol for schwa?
/ Ə /
A U.S. Holiday that honors the U.S. military personnel who died while serving in the United States Armed Forces.
MEMORIAL DAY
Upcoding is a form of what fraud?
SOFT FRAUD
A species of big cat in the US that is considered to be an apex predator.
MOUNTAIN LION / PUMA / COUGAR
DOUBLE POINTS!!!
Stating back the gist of customer's concern to establish that you understood what they need (actively listening).
Paraphrasing
Your tongue and lips should stay in a relaxed position. Produce an unstressed grunt from your diaphragm.
SCHWA
A celebration in New York City where people gather in Time Square during the New Year.
BALL DROP
HIPAA stands for 'Health Information __________ and Accountability Act.'
PORTABILITY
DOUBLE POINTS!!!
A famous mammal that has hollow colorless fur and black skin. It lives primarily above the Arctic Circle.
POLAR BEAR
A type of customer inquiry that involves exceedingly heightened emotional distress (or type of caller).
IRATE CALLER
DOUBLE POINTS!!!
The standard way of speaking a word.
PRONUNCIATION
Cheyenne is the capital of which US State?
WYOMING
What does PHI stand for?
PERSONAL HEALTH INFORMATION
The mythical creature 'Big Foot' is also referred to as?
SASQUATCH
A soft skill that deals with pacification of the caller after empathizing/acknowledging/paraphrasing to let then know you are willing and available to help.
ASSIST/ASSURANCE or ASSURANCE STATEMENT
Voiced /th/ - place the tip of the tongue between the top and bottom front teeth and produce a _________ sound
VIBRATING
During WWII, the US is part of which alliance? What is the term for that group?
THE ALLIED FORCES
DOUBLE POINTS!!!
Felony is a form of a serious crime with ____ ___ _ ____ of jail time and fine not lesser than $2500.
MORE THAN A YEAR
Can also be referred to as "rats with wings".
PIGEON
A process that involves the confirmation of the identity and authority of the caller.
VERIFICATION / AUTHENTICATION PROCESS
What is the phonemic vowel sound this word?
BEEN
SHORT I
/ĭ/
DOUBLE POINTS!!!
Alabama, Arkansas, Georgia, Louisiana, North Carolina, Oklahoma, and others are some of the States considered to be part of which US Region?
THE SOUTH
___________ is the belief that it is acceptable to commit soft fraud as a payback for the premium that they paid.
RATIONALIZING
DOUBLE POINTS!!!
The largest flying bird in North America.
California Condor
A call stage that deals with the question "what's in it for me?" for the customer, providing the final plan/decision/commitment/action.
RESOLUTION/stating BENEFITS/SOLUTION/stating ALTERNATIVES/stating OPTIONS