C
What do we need to do if we have an error on our timecard ?
What is :
Send Missed Punch Email to Supervisor
AND
Report Missed Punch through Paycor
What is Clark Resources Attendance Policy ?
-Points Value
-Actions
What Is
16 mins - 4 hours .50
4 hours - 8 hours : 1 point
1 point Verbal Warning
2 points Written Warning
3 points Suspended without pay until Employee Review Board Hearing
What are the acceptable Small Talk Topics ?
What Is :
Weather , Pets , Sports , Food , Music , Movies
Whats the difference between our Internal and our External Customers ?
What Is :
Internal : Coworkers , leaderships , peers .. The Ones you Work With
Externals : Our Customers , Hospitals , Pharmacy
What are unacceptable topics for Small Talk ?
What Is :
Politics
Religion
Personal Finances
Gossip
Offensive Jokes
What Days Are Black Out Days For Request Off ?
What Is :
Mondays
Fridays
Days Before / After Holiday
What are the 4 qualities of Empathy ?
What is :
Perspective Taking
Non Judgement
Recognizing Emotions
Effective Communication
What are Soft Skills ?
What is :
•Soft skills are the social skills that people have, and how we interact with each other.
What were the 3 ways to engage in small talk ?
What is :
Ask open Ended Questions
Practice Active Listening
Show Enthusiasm
What is Health Insurance ?
What is :
a service based product that provides financial protection against losses incurred due to illness or injury.
More simply – Health insurance helps cover costs of medical bills.
We should allow our leadership how long to respond before reaching out to the next person within our chain of command ?
What is :
24 Hours
What are the 3 keys to Raising the bar in Customer Service ?
What Is :
1) Consistency
2) Politeness
3) Going the Extra Mile
What are the 3 Key Principles we can use to satisfy our Members Personal Needs ?
What Is :
Maintain or Enhance Self Esteem
Listen and respond with Empathy
Involve Customer
What Are the first 2 Phases for the Successful Outcome Expectations ?
What Is :
(Phase #1)- This Phase is for new hires. During Day 1-30 on the phones, new hires will be expected to Successfully/Accurately Disposition 7 Successful outcomes daily/140 monthly.
(Phase #2) This phase is for Agents who will be on the phones Day 31-60, and they will be expected to Successfully/Accurately Disposition 12 Successful outcomes daily/240 monthly.
How can we mirror the members volume if they are ;
Angry
Scared
Happy or Sad
What Is :
If someone is angry, match the volume but mismatch the tone.
Be assertive (volume) and compassionate (tone).
If someone is scared, mismatch volume and tone.
Remain calm (volume) and reassuring (tone).
If someone is happy or sad, match the volume and tone.
What are the 4 metrics we look at ?
What is :
Attendance
Quality
Adherence
Success vs Contact Rate
What are the 4 Service Steps to meeting our Practical Needs :
What Is :
Acknowledge
Clarify
Meet or Exceed
Confirm
What is Taking the H.E.A.T ?
What Is :
H : Hear them out
E : Empathize
A : Apologize
T : Take Responsibility
What ways can we serve as a mirror to our members ?
What is :
Tone
Volume
Pace/Rate of Speech
Parrot Phrasing ( Responding Using Key Words / Phrases to Ensure Understanding )
What is considered Call Avoidance ?
What Is :
What does PHI state for ?
What is :
Protected Health Information
What is Clark Resources Core Values :
What Is :
Every member of the Clark team is expected to:
•Responsibly provide a great member experience
•Empathize with the needs of each member
•Support the client’s mission
•Passionately take the extra step to assist members
•Encourage our colleagues to be the best
•Care for both our internal and external customers
•Thankfully accept our careers & the opportunity to make a difference in the lives of others
What is the difference between our Practical and Personal Needs ?
AND
What could they also be called ?
What Is :
Practical Need : Having problem solved , Getting Information or Assistance preforming task
Personal Need : Being Heard , Involving Member in Process , Understanding Member , Making Them Feel Respected
Also Known as Business and Human Needs
What are the 5 Important Elements Of Soft Skills ?
What Is :
Tone
Ability To Learn
Speak Clearly
Ability To Listen
Problem Solving
Teach Back the Art OF Questioning :
What is :
Closed Ended ? used for a commitment , an agreement or yes or no answer
Open Ended ? or Probing ? are designed to give information
Background ? are used as part of the caller verification or HIPAA Requirements
Tactic Previewing : Is used by explaining up front why we need the information so that this helps decrease member resistances
Confirmation ? : Allows to confirm understanding of the callers message as well as the opportunity for caller to add or clarify information