QM All Day
The three identifiers needed to access a patient's chart on Epic.
What is Name, DOB and Phone Number
The point value of question #2 (Patient Connection).
What is 20%
Two common courtesy words that should be used in every call.
What are "Please" and "Thank You"
Underwater kingdom protected by Jason Mamoa
What is Aquaman
The amount of seconds of dead air that is NOT acceptable.
What is 10 seconds or more
"I can definitely...." is an example of what type of Statement?
What is the Commitment Statement
Total point value for question #4 (Customer Service/Tone).
What is 35%
Ryan Gosling and Rachel McAdams star in this popular romantic drama film.
What is The Notebook
When sending telephone encounters, this question should be asked to ensure these "types" of messages can be left on the caller's voicemail.
What is either a "detailed" or "confidential" message on the voicemail if the call is not answered.
Three words/phrases that should NOT be used for the Recognition/Acknowledgement Statement.
What are "this", "that", "let me check", "Let me pull up your chart"...
The three levels of scoring for Question #4.
What are Meets Standards, Needs Improvement, and Did Not Meet
Latest animated Disney movie that is set in a land called Kumandra, which was once populated with dragons.
What is Raya and The Last Dragon
List of the required appointment details for an in-office appointment.
What are Doctor/Dept Name, Appointment Date, Appointment Time, Check in time, Location, Copay, Insurance Card, and Cancellation Notice
A Sympathetic/Compassionate Statement should be used at this time during a call.
What is once the caller expresses any concerns they may have. Example: "My son is not feeling well and has a fever..." Example Response: "I'm sorry your son isn't feeling well" or "Sorry to hear"
Agent follows preferred name/transgender guidelines and does not use these gender terms in their calls.
What are "Sir" and "Ma'am"
A fictional team of superheroes appearing in American comics published by Marvel.
What is The Avengers
The correct scripting when asking for any ADA accommodations.
What is "Will/Do you need any disability related accommodations for this appointment, such as Mobility, Vision or Hearing?"
Four eagerness keywords that can be used in the Commitment Statement.
What is Definitely, Certainly, Happy, My Pleasure
Being rude/condescending to a caller will result in a __________ score for Question #4.
What is Did Not Meets score or "0" for Question #4
The character first appeared in the 1981 film Raiders of the Lost Ark.
What is Indiana Jones