I am
20154
What extension is the new PSU Member Que ?
M-F 7am to 9pm
Warm connect only if escalated
“I can hold up to three (3) minutes."
What is 3 minutes hold time?
Suggested Script: “I can hold up to three (3) minutes. After 3 minutes, I will need to release the line.”
AFV
What is Amniotic Fluid Volume ?
Caller expresses an emotion or concern
What is being empathetic? Show compassion, actively acknowledge the concern
Carotid Arteries
What is in the neck area ?
20247
What is CR extension for Women Imaging ?
Due to Exceeding the Maximum Hold Time of Three Minutes
What is the statement prior to disconnecting the call ?
AROM
What is active range of motion?
Acknowledge that you may feel a negative emotion from the caller
What is Be Aware ?
Heart
What is in the chest area ?
20611
What extension is Isaac CR for Head Neuro ?
"Agent releasing the line due to dead air or hold music."
What scripting is used for dead air/hold time ?
CHOL
What is Cholecystectomy ?
Breath in and out to the count of 3
What is Be Calm ?
Pancreas
What is in the abdomen are?
20104
What extension is Image One Lab ?
Unfortunately, I cannot hold any longer.
What scripting for Mutiple hold request ?
Suggested Script: "Unfortunately, I cannot hold any longer. For your convenience, you can either call us back or if you have access to the internet, you can start your prior authorization request online by going to www.evicore.com. We are open from 7:00 AM - 8:00 PM CST."
ESI
What is Epidural Steroid Injection ?
Let the call strategy be your guide
What is Be Respectful ?
Coccyx
What is in the pelvis area ?
38100
What is CR extension for empire ?
There will be a brief moment of silence
What scripting for sending caller to suvey script
Suggested Scripting: “There will be a brief moment of silence and I will connect you to our survey, thank you for calling”
ILD
What is Interstitial Lung Disease ?
Choose to let go of any negative residue from the call.
What is Be Forgiving?
Humerus
What is the upper extremity other than joint area ?