Systems/Applications
View member's information & schedule appointments.
What is Hawkeye?
All calls are recorded for quality control purposes
What is the recording disclosure?
Your supervisor can provide this information as well as Sparq.
Where can I find information on some of the department's policies?
92%
What is minimum schedule conformance goal?
Replacement Rewards Card Sent: Not Received
What KB is KB0044144?
Making outbound calls
What is interaction scripter?
You can review your Quality evaluations.
What is Nexidia?
Calculated as the actual percentage of time spent in Automatic Call Distribution (ACD) status
What is schedule conformance?
100 seconds
What is minimum ACW goal?
Rewards Card Sent: Incorrect Amount Received
What KB is KB0045246?
Receiving inbound calls.
What is interaction desktop?
Full name, Complete address, Date of birth, member ID, sometimes phone number on file
What is HIPPA Verification?
Performance Improvement Plan
What is the first step on not meeting a business goal?
95%
What is standard quality goal?
TeamCare Transfer Policy
What KB is KB0054736?
It is needed for work duties.
What is your computer?
Toll free number
What must be offered on every outbound call?
1. After 5 minutes, must call WFM line.
2. Notify an available supervisor immediately.
3. Send me an email/chat of time-slot.
What is system issues protocol?
50%
What is standard APS goal?
Contacting HCPs
What KB is KB0023400?
You find the practitioner's information
What is practitioner portal?
Has (member name) agreed for you to discuss the HouseCalls program during this call?
What is the non-member question?
It is a Zero Tolerance Policy. Violation of this policy could result in disciplinary action up toand including termination. All calls are monitored and recorded, and all phone activity is documented toensure 100% compliance.
What is call avoidance policy?
70%
What is standard time management goal?
When To Submit What Form
What KB is KB0073909?