Red
What does consistent use of the KB decrease?
Talk time
When is call control important?
Always
When can we interrupt a caller?
Never, aside from soft interruptions.
A customer calls in and hangs up before saying anything. How would you record the call?
Client Specific Hang Up Option
When do we verify a caller's confidential information?
When providing usernames, password resets, account unlocks or giving them other information.
What are some barriers to active listening?
Distractions, cultural differences, language barriers, etc
What are some functions of a patient portal?
Messaging, scheduling appointments, viewing test results
What remote tool do we use on the service desk?
LogMeIn123
When are cold transfers appropriate?
Never, unless requested by the client or stated in the KB.
What are some examples on how to fill dead air?
Explain what you're doing
Small talk
Brief hold
Everything we do here at the Service Desk comes down to one critical aspect. What is it?
Patient Care
You receive a call from a client who is asking to be mapped to the "Data" folder on server CSS-FS1. What is the correct folder path to map this?
\\CSS-FS1\Data
What would be the first piece of information needed when dealing with a caller who has a slow running application(After completing the profile section)?
Is the app web based or desktop software?
What would the status be on a call in which we confirm the issue was resolved?
Closed
What should a proper call greeting sound like?
Answers will vary
Ex: Thankyou for calling the service desk, My name is Travis. May I start with the spelling of your last name please?
What is the format for a ticket summary/short description?
What's affected - What's going on
Ex: Printer - Jammed
What should you do if a customer calls with two different issues?
Document both incidents and make sure you change the source of the second ticket to Direct
Explain clinical versus non-clinical
Clinical users provide direct patient care where Non-clinical users do not
What are 3 questions you might ask to someone having a hardware issue?
(Answers may vary)
1. have you tried turning it off and back on again?
2. Is it plugged into a power source?
3. Is anyone else having issues with the device?
4. Does it have connection to the internet?
5. do you see any error messages?
Where can you go to see who the Problem Manager (PM) or Subject Matter Expert (SME) is for a specific account?
The "i" button either in client lookup or in the ticket/Teams
What would the status be on an unresolved ticket that needs to be sent to Help Desk/ESD Triage?
Assigned/In progress
What should be entered every time a provider wants to take an action regarding a patient?
An order
What are the first three things we need to verify with a caller on the phone?
Name, location, phone number
What is the purpose of CTI's/CSS's?
Organization and Routing
What are ticket templates?
Pre-built tickets of common issues that can be added by clicking the dropdown of the summary bar
(Additional information is still required)