SoftSkills
This technique is so common it’s almost a cliche at this point, but there’s a reason why it endures.
Smile when you Dial
What part of the PAC Call flow is this: "Thank you for calling Hackensack Meridian Health. This is __________ speaking how can I help you?"
Opening
What does FAD stand for?
Find A Doc
Who do you call when calling in sick or will be late?
Supervisor and call out line
I will do my part to make things better
Creative
This type of listening requires you to listen attentively to a speaker, understand what they’re saying, respond and reflect on what’s being said, and retain the information for later.
Active Listening
Why do we ask a caller for a good callback number at the beginning of each call?
In case of disconnection
What is a mentor/coach?
Someone you will sit with and learn your day to day operations
Working from home is not a replacement for this?
Childcare or Dependent care
I am part of something bigger
Connected
This is the ability to recognize, understand, and share the thoughts and feelings of another person. Understand from your own perspective.
Empathy
What does SOGI stand for?
Your position in PAC is Hybrid. What is the minimum percentage you are required to work in the office?
10%
After advising your supervisor of your IT issues, team members have this amount of time before coming into the office
1 hour
I will do the right thing
Courageous
What does C.A.R.E stand for?
Connect, Acknowledge, Respond and Express Apprecation.
What part of the call flow is this: Completed at the end of the call to review appointment details and/or call action (what, when, where, special instructions)
Recap
What is EPIC?
An EHR system used for scheduling and registering patients
If it is more than ___ minutes after your scheduled meal/breaks because you are assisting a caller, please check with your Team Lead or Supervisor for approval.
10 minutes
I embrace teamwork
Collaborative
What does it mean to have a warm, upbeat, welcoming voice
Tone
For HIPAA we must obtain at least three identifiers before entering a patient's chart. Name three patient identifiers.
Full Name
Address
DOB
Phone Number
MRN (when Dr or Facility)
When was the PAC created?
2020
What day do you not have a first break?
Mondays or the day after a holiday
I am the human experience
Compassion