WHERE TO?
Your first line of support when a Service Member asks to speak with someone higher.
What is the Lead Line?
What is the first step, after hearing the call tone?
What is my greeting? (Doing the greeting is also acceptable)
The ability to understand someone else's feelings or difficulties.
What is, empathy?
What is RSD (Telehealth)?
Your service member LOVED how you helped them, and wants to tell somebody!
What is, transfer to the Lead Line for a KUDOSSSSSSSSSSSSSSSSSSS
You will go here to cancel referrals and to set up callbacks from higher departments.
What is Task Builder?
This tool is your first reference point when you are unsure, on how to proceed.
What is the OneNote?
This is offered as an alternative to calling in, to obtain account information, address details, or even reimbursement amount.
What is, E-Portal?
What is CS Team 363?
What is, 3,500+?
What is, submit a travel authorization to leadership?
Ready % goal
What is, 80%?
This style of questioning, when used properly, can help direct a service member to the heart of the problem.
What is, close-ended vs open-ended questions?
After you introduce yourself, the caller identifies themselves as a provider needing to clarify a report.
What is Provider Support Analyst Team (PSA)?
Two of these are scheduled for you each full day of work.
What is, a break?
Your service member reported a misspelled name and incorrect date of birth and is adamant about getting it updated, you should...
What is, cancel all appointments and send email to OSAs.
Service Members are reimbursed ___ per mile driven to an appointment.
What is, 41.5 cents?
Every Service Member is different, which means slight variations between similar calls, it is important for us to be ____
What is, adaptable?
You open APAS, and the closest provider has a purple phone next to the phone number.
What is, transfer to Tier 2?
Found on the first page of a Service Member's account, DOD stands for...
Date of Delivery - when the referral has been delivered back to the VA.
This must be done prior to providing any account specific information to the Service member?
When calling out to a Service Member, you advise ____
All calls will be recorded for quality assurance.
Your caller states they are with the FBI, Department of Labor, or Federal Occupational Health.
What is, transfer to Strategic Services (STS) or Disability & Occupational Health Services (DOHS)
What is Ms. B's middle name?
What is, Ms. B doesn't have a middle name?