This is how you return to the line after placing a caller on hold.
What is - "Thank you for holding"?
100
A call should be answered within _______ rings.
What is - 3 rings?
100
These are the CHS Core Values.
What are - Caring, Commitment, Integrity, Teamwork?
100
The document used to determine the urgency of a patient's call.
What is - High Priority Key Words?
200
The person in control of the call.
Who is - the Access Outreach Specialist?
200
Monitored calls are chosen this way.
What is - random?
200
True or False - It is acceptable to continue a conversation with a teammate while answering an incoming call.
What is - False?
200
This is how focused I need to be on my calls.
What is - Completely (100%)?
200
An occurrence that did or could have resulted in injury or delay of patient care.
What is - Care Event?
300
An opportunity to turn a customer's unmet expectations into a positive experience.
What is - Service Recovery?
300
The way the Specialist greets the caller with a helpful voice.
What is - "Good morning. Thank you for choosing (full practice name). This is (Specialist's name). How may I assist you?"
300
You do this before placing a caller on hold.
What is - ask permission?
300
The Key to Service Excellence.
What is - Communication?
300
True or False - Information saved to a patient's chart is permanent.
What is - True?
400
This is offered at the end of each call.
What is - further assistance?
400
The reason the Specialist accesses the HIPAA ongoing communications form.
What is - Because someone other than the patient called needing information.
400
The time it takes for someone to form a first impression.
What is - within 0-1 seconds?
400
A barrier to Communication
What is - Language & Culture, Jargon or External Factors?
400
When scheduling an appointment, this information needs to be obtained before patient's name and date of birth.
What is - the reason for the appointment?
500
An effective way to bring a chatty caller back to focus on a call.
What is - ask a specific question or ask the caller to clarify information?
500
Options for an established patient wanting a same day/next day appointment that is NOT available with their PCP
What is - Contact the Clinical Assistant, another provider within the practice, another provider in the group (if applicable), extended hours (if applicable), Urgent Care, E-Visit, or a Virtual Visit?
500
Name 2 purposes of Quality Assurance monitoring.
What is - :
1. Improving customer satisfaction
2. Assessing and improving processes
3. Creating visible accountability for performance
4. Maintaining quality standards and best practice
5. Improving efficiency and productivity by reducing errors 6. Improving training with respect to monitored calls
500
Summarize One Experience Behaviors.
What is - Every patient, every encounter, every time?
500
When scheduling an appointment, a Specialist should review and confirm what?
What is - provider, practice (or location if in group), day, date, time, am/pm, arrival time, insurance card reminder, copay reminder, medication reminder?