OTC Highmark
Can you take OTC orders over the phone using the member's credit card?
No. You must refer them to the website to place an order with a credit card. We can NOT take payment over the phone.
What is Empathy and how can be empathetic over the phone?
understanding somebody else’s feelings or perspective
two way street
When a caller seems annoyed, angry, confused, they are coming to you for help.
We are serving human beings
Can I have my order sent to Hawaii?
No, continental united states only.
What code are you to use if you need extra time to document after your call is complete?
After Call Work (ACW)
Do you have to be in VPN to access TheHub?
Yes!
Does Highmark cover shipping costs every quarter?
For the 1st order only.
What are the Customer Service support essentials?
Friendly and Polite
Active Listening
Empathy
Can we ship to a different address than the primary address?
Yes!
What is an AOR?
Authorization of Representative.
It is an authorization on file from the member for another party to speak on their behalf.
Stay your greeting.
Must include the name OTC Fulfillment
Ask for member ID
Introduce themselves.
Who is eligible for Affordable Care Act plan?
Legacy plan, all household members tied to the plan
What can you do or say on a telephone that demonstrates you are being friendly and polite?
Smile!
Paraphrase customer concerns
Repeat their Name
How much is shipping for the 2nd order in the quarter a member makes?
$5 for shipping
If a product is Out Of Stock or the member is upset, what must be checked in our case?
Grievance
What is Five9 used for?
Soft Phone to make and answer calls.
What (3) region programs do we cover for Highmark OTC?
Highmark Legacy
Western New York
Northeastern New York
What is active listening?
Paying attention to detail
Repeat details back to the member
What would you say to a customer that needs to update her name and address?
Call the # on the back the card or provide her the # to call.
What are the two ways to authorize a person to speak for a member?
Verbal auth from the member
or
Verify the authorization with Highmark
What 3 things will need everyday once you are out of training?
Who is eligible for the Medicare Advantage Plan?
Primary Subscriber
What 3 key principles demonstrate Extraordinary Customer Service?
Friendly and Polite
Active Listening
Empathy
What you say if your customer state they did not receive their order but you see that it was delivered?
Apologize, describe where it was left at and offer to reship.
(If they answer any combo of these it's right especially the reship part)
A customer calls in and I verify their Member ID, DOB and Name. Does this fulfill HIPPA requirements?
NO, there needs to be 3 pieces of information outside the member ID number verified per call.
What program did Amber say to put your username and PWs in so you don't lose them?
One Note