Call Center Basics
AHT stands for what?
What is Average Handle Time?
This is Luigi's bother
Who is Mario
The natural stage in a woman's life when her menstrual periods stop permanently, marking the end of her reproductive years.
What is Menopause
A time frame to schedule New OB / pre-natal patients
What is 7-9 weeks
What does PDL stand for?
What is PCC Dedicated Line
What are the most important skills a call center agent should have?
What are Communication Skills
What is James Bond's code name
What is 007
A hollow tube used to drain fluids from the bladder
What is a Catheter
When accessing and confirming a patient's chart we should be obtaining, what?
What are 2 Patient Identifiers (Name and DOB)
A new patient calls UCLA to schedule and is having Red Flag symptoms, where should we refer the patient
What is the ER / Urgent Care
Also called a lost call where the called hangs up before reaching an agent.
What is an Abandoned Call?
Originally, Amazon only sold what kind of product?
What are Books
A Gynecology Subspecialty focusing on the medical and surgical evaluation of women with problems related to the menstrual cycle and fertility.
What is Reproductive Endocrinology and Infertility (REI).
A Scheduling tool within EPIC that uses logic and predetermined questions to guide schedules in making accurate and efficient patient appointments?
What is the Decision Tree
A function in EPIC to help the PCR's decide when a called needs to be referred to Nurse Triage of PDL
What is the Symptom Screener
The____________________ is a key performance indicator measuring a call center’s ability to efficiently meet inbound demand. Specifically, it assesses the percentage of calls answered by agents within a defined threshold time.
What is the Service Level
AKA hump day, it was named for a Norse God
What is Wednesday
Stores Urine in the body
What is the Bladder
A tool used to organize and display information about different types of healthcare providers and their associated characteristics, such as there locations, visit types, treating diagnoses.
What is the Provider Matrix
What Clinics are not support by NT (Nurse Triage)
What are MDR, Westwood, and Santa Monica.
What does CICARE stand for?
What is Connect, Introduce, Communicate, Ask, Respond, Exit
How many degrees are in a circle?
What is 360
This is often a cause of obstructive uropathy in older men?
What is Benign Prostatic Hyperplasia (BPH)
We cannot schedule returns for providers within these URO groups.
What is Peds and Men's Health Clinic
When following the Nurse Triage Policy this type of message needs to be created and sent to NT prior to transferring the call
What is the Call HUB