Professionalism
Agents should do this when immediately returning from hold.
What is thank the caller for holding?
This should be obtained from the pharmacy.
What is NPI?
This should be verified on every call.
What is HIPAA?
Loves Guitars.
Who is Todd?
Agents should do this before placing the caller on hold.
What is ask permission to hold?
Agent answers program specific questions wrong
What is inaccurate information?
It is our responsibility to identify and report.
What is PAE or PQC?
Had PTO on 04/20
Who is Brian Switzer?
This can result in an Auto-fail
No notes found.
What is Auto Fail?
It is required to verify at least two/three
What is PT identifiers?
Collects Pokemon
Who is Marina?
This lets the caller know we are still with them.
What is explained silences?
Does not fully educate caller on correct details
What is Accurate information?
On an outbound call what must be stated.
Loves hot dogs.
Who is Russ?
"My system is slow"
What is placing blame?
Wrong workflow was followed.
What is Business process?
PQC
What is Product Quality Complaint?
Lives in KY.
Who is Sheresa, Taylor, Tammy?