Kronos
What happens when you forget to punch in or out on your timecard?
You accrue a 0.5 occurrence
If I am approved for VTO, and would like to have the time coded as paid instead of unpaid, is this possible?
No, all VTO is to be processed as unpaid and will be reflected in Kronos as Out Unpaid
What troubleshooting should take place if you have issues with Finesse?
A. Notify Sup immediately. Sign out of Finesse AND Jabber and then sign back in.
B. Refresh Global Protection/ Disconnect/ Re-establish
C. Restart Computer/ Shut down all the way and turn it back on
D. Give supervisor an update by tagging the name, if no response from sup, REPEAT all steps then call IT if it doesn't work.
What is considered Call Avoidance?
Call avoidance of any kind is not acceptable, this includes:
o Failing to acknowledge a caller on an inbound or outbound connection,
o Absence of screen activity while on a call,
o Sitting in ACW or unapproved phone state without being tied to the completion of a call,
o Making outbound calls unrelated to a patient encounter or systems issue,
o Failure to immediately report systems issues, including “connection failure”, “device error”, etc
Two mothers and two daughters go out to eat. They order one meal each. Only three meals are brought. How is this possible?
They are grandmother, mother, and daughter
What should you do after every Kronos punch?
Refresh, to ensure your punch was taken correctly
How does VTO work?
a. The inbound team members will be able to check if VTO is available using Grant Bot in Calabrio; therefore, it is important that your team members check it throughout the day for VTO availability.
b. The request must be approved by WFO before VTO can be taken.
c. Team members will receive notification in Calabrio and their schedule will be updated if the VTO request has been approved.
If you are having issues before the start of your shift, what should take place?
Notify Supervisor PRIOR to the start of your shift and then begin troubleshooting. (To avoid a tardy)
What could happen if call avoidance is witnessed?
The first instance of call avoidance may result in a corrective action, up to and including immediate termination.
I’m tall when I’m young and short when I’m old. What am I?
A candle
What should you do if you double punch or punch in when you are supposed to punch out?
Fill out a missed punch form
Is VTO Paid?
Currently, VTO is only being approved through Calabrio as excused, unpaid time off. Therefore, an occurrence will not be issued for team members approved for VTO.
If I am not able to work due to cell phone issues, what should take place?
Notify Sup immediately and before the start of your shift. Do not clock in, if you are not able to access your phone because you will not be able to work.
What should happen if the call is dropped or disconnected without appropriate closing?
In the event a call is dropped while assisting a patient or caller, the chart must be notated accordingly whenever possible, and the employee is expected to immediately call the patient back and attempt to re-establish the call.
Note: This is required unless it is obvious that the caller disconnected the call purposely
What has cities, but no houses; rivers, but no water; forests, but no trees?
A map
What happens when you are more than one minute late making ready AND/OR clocking in late?
You accrue a 0.5 occurrence
What Neighborhoods and/or clinics will see VTO availability?
VTO will be available for all areas based on where call volume and forecasting show overstaffing.
Notify Sup, clock out and obtain proof of outage and email it to Sup within 24 hours of the outage to avoid an occurrence.
What should I do if a caller is being rude or disrespectful to me?
It is our expectation that patients and callers will treat our employees with respect. If a patient or caller is yelling, being rude, using profanity or other inappropriate language, it is expected that the employee remains professional, attempt to de-escalate the situation, and re-establish control of the call.
If the employee is unable to de-escalate the situation, the call should be escalated to the next level. If the call cannot be escalated to the next level, the employee should not disconnect the call without prior professional notification or warning to the caller that the call is being disconnected. Failure to do so may lead to progressive discipline.
Forward I am heavy, but backward I am not. What am I?
The word “ton”
How early in advance should you pull up your Kronos prior to clocking in and out?
At least 3-5 mins before punching in or out
A. Will VTO be available daily?
B. When would an Inbound Team member not be eligible for VTO?
a. VTO will be available Monday through Friday when appropriate. VTO availability will vary due to the ever changing needs of the business.
b. Inbound team members may already have a previously planned exception in their schedule in Calabrio for mandatory training or scheduled 1:1 meetings, which will prohibit them from requesting VTO for that time period.
What should I do if I need new equipment (Headset, keyboard, etc.)?
A. Notify sup
B. Call IT
C. Forward IT Tickets with an update advising of the outcome so the Sup can order your new equipment
What are some things we should refrain from doing on our calls?
eating, drinking, and chewing gum while on the phone with a patient or caller is unacceptable and/or repeated background noise heard during the call and may lead to progressive discipline.
Which word in the dictionary is always spelled incorrectly?
Incorrectly