Genuine
What is my favorite Color?
Blue
How many pieces of information must you have when accessing the member's profile:
3 for Hippa, 4 for Teladoc
What is the Proper Greeting?
“Thank you for calling Teladoc; my name is __ (Agent Name) __ How may I help you today?”
How do you become a telahero?
Work over 160 hours a month for over three months
How many kids do I have?
1
How many times minimum must you address the member by name in a call?
3
Caller states they are a legal guardian for a minor dependent. You pull up an account and see the minor is not registered what do you do?
Register account , allow full access, ensure legal guardian is added as an authorized consentor
There are two databases that provide information on call handling and answers to common questions. What are they?
Knowledge Base
Special Handling
Before we hand up the call , we should summarize, _____________, and then do our closing
ask if there is anything else you can help them with
Smile you get 200 points for being you
:)
If you think you know what the customer is talking about but you are unsure you should
Ask probing questions
Caller states they are an Authorized Consent for the primary. You pull up an old account and see they are the authorized consent but you have to register the new account. What do you do?
Refer back to Primary to register account
Every Call must have _________ stating what you did during the call. ____________ must be accurate and easy to follow.
Documentation or notes
A member calls in to schedule an appointment over the phone. You notice that they schedule a lot of visits over the phone. After talking to her and asking questions about scheduling online you find out that she cannot log in online. You offer to help her get into her account and walk her through the process. This is considered __________ for the customer
going above and beyond
What is the proper closing?
“Mr. /Ms. ___ Thank you for trusting Teladoc, if you happen to have any additional questions, please remember you can always reach us on the web at www.Teladoc.com or you can contact us at 1-800-Teladoc. We are open 24/7/365."
What are the proper Hold/ Transfer Procedures?
Give the member a reason for the hold and ask permission. Hold time should not exceed two minutes
Hippa requires that we verify three pieces of information.
First and Last Name (mandatory)
Date of Birth (DOB) (mandatory)*
and a Third. Can you name 3 of the other 5 acceptable information? Bonus 100 points if you can name all 5
Address
Health Plan ID
Email Address
Phone Number
Group Name
Information has to be accurate and disclosures should be read verbatim. Is the following the correct disclosure for downtime:
“I apologize for the delay our systems are currently updating. I do not have access to your account information at this time. Do you have any questions about Teladoc or any general questions that I can assist you with today?”
Yes – Address caller’s question
No – Give member approximate time it will take for the system to update. Do not let dead air exceed 7 seconds. Provide general conversational pieces with the member (How is the weather?)
“If you would like to call back at that time, we would be more than happy to assist you.”
NOTE: Do NOT say we are having “system problems” or “our system is down” as this gives the wrong impression to Teladoc members.
yes
Our goal is ___________________ which means the caller does not have to call back for the same issue
1st call resolution
What do we do at the end of the call before we ask if there is anything else we can do and the closing?
Recap: Provide the member with a brief overview of the call before using the proper closing
A caller calls in and wants to speak with a mental health provider immediately. After you empathize with the caller and calm them down they tell you that she does not feel safe in her environment. She lives with her adult daughter who hits her and refuses to feed her when she misbehaves. How do you handle this call?
Emergency and 911 call: do not put the caller on hold, Contact a manager
provide an address, phone number, name, dob in side chat
keep the caller talking until police have showed up
How do you properly identify call purpose and offer Assistance?
Show interest by repeating the reason of the call back to them.
Is this disclosure correct?
"Lastly, the provider will make one attempt to contact you. If the provider is not able to reach you,
your request for a visit will be canceled no charge. So please ensure you
have all call
blockers turned off as the caller ID may show anonymous, restricted or unknown."
No
A caller calls in and is extremely upset. They demand a supervisor immediately. You de-escalate the call and help the customer set up an appointment. The caller tells you that they still have a complaint about a supervisor. The last representative hung up on them. What do you do?
Offer to set up a ticket for complaint. Let the customer know that the ticket will go to a team that can research the situation and gets back to them. If they still insist get a supervisor on the phone.
You pull up an account and realize it will not let you schedule an appointment. You check products and realize there is no General Medical. This must be a best doctor's account. How do I determine if I need to transfer it to Best doctors? If it is not best for doctors what should I do?
Only if they are asking for expert medical service or specialty service
If not Pretend like you cannot find an account at all. Find or register the account that is not best doctor.