Peckish
Which system filters calls through ?
Genesys
What is the allotted break time ?
15 minutes
What is the first step to Service Recovery?
Listen
What does CMS Stand for?
Centers for Medicare and Medicaid services
What is the percentage for how much our tone of voice affects a member?
38%
Which system do you use to check your time ?
BMS
How many breaks do you have per shift?
two
What is the third stage of the member health care journey ?
Welcoming and Transitioning
What does CAHPS stand for?
Consumer Assessment of Healthcare Providers and Systems
What is emotional Intelligence?
Being Honest
Which system has all of your training information?
Centene U
How long is your scheduled shift?
8 hours
Member wants to know if they have to pay for Eliquis before they go and pick it up from CVS. Which stage of the benefit stage is this?
Access to Care
What does HIPAA Stand for?
Health Insurance Probability and Accountability Act
What is Medicare eligibility ?
65 or older, ESRD or ALS, or under 65 with a disability
What system house the resources needed to find step by step assistance on a call?
Central Point
How long is your lunch ?
30 minutes
What is stage four in the managed care organization?
provider submits a claim
What does CSAT Stand for?
Customer Satisfaction Survey
Does Wellcare maintain a DO NOT Call List for existing members?
No
Which system house all of your client tools?
Citrix
How many OT hours can you get per week?
0 unless approved by a manager
What is Medicare PART B?
Physician and Outpatient Hospital Care (Supplementary)
What does RCA stand for?
Root Cause Analysis
Who takes the CAHPS Survey
members