Call Opening Basics
This is the maximum amount of time a CSA has to greet the caller after the zip tone.
What is five seconds?
These questions help confirm whether the caller is the member or calling on behalf of someone else.
What are relationship-to-member verification questions?
This is the amount of explained dead air allowed for Hawaiʻi CSAs.
What is 60 seconds?
This must always be provided when placing a caller on hold.
What is a specific timeframe?
This is offered at the end of every call to gather feedback.
What is the member survey?
This greeting must be read exactly as written at the start of the call.
What is “Thank you for calling ‘Ohana Health Plan. My name is ____. May I have your name please?”
This action is required if the caller confirms they are the member.
What is continue verification?
This type of hold may be used if the caller agrees to silence while the CSA works.
What is silent hold?
The recommended length of time to place a caller on hold.
What is two to three minutes?
When no ticket number exists, the CSA must still offer this option before ending the call.
What is remaining on the line for the survey?
After the caller provides their name, this field must be completed.
What is the Caller Name field?
If the caller is not the member, the CSA must confirm this and select the correct Caller Type.
What is the caller’s relationship to the member?
The maximum amount of time a caller should remain on silent hold before refreshing the call.
What is two to three minutes?
This button must be used instead of working silently or muting the call.
What is the hold button?
This must be stated in the closing when a ticket exists.
What is the ticket number?
If a caller speaks a language other than English, the CSA must use this system feature.
What is the translator button?
One acceptable way to ask if the caller is the member or calling for someone else.
What is “Are you the member or calling on behalf of someone else?”
This should be used when there are multiple instances of dead air during a call.
What is the formal hold procedure?
The CSA must do this before placing the caller on hold.
What is wait for the caller’s response?
For question #1 on the survey, satisfied callers are encouraged to select this number.
What is 5?
If a caller interrupts the opening script, the CSA may still receive credit by using this option.
What is an affirmative statement?
This must be selected after confirming a non-member caller’s relationship.
What is the appropriate Caller Type?
This phrase is unacceptable because it does not set a time expectation.
What is “May I place you on a brief hold?”
Saying a caller will be on hold for “one moment” means no more than this amount of time.
What is 60 seconds?
The company name that must be stated at the end of the call.
What is ‘Ohana Health Plan?