Work From Home
Document signed during onboarding for a remote position of employment.
What is the WFH agreement?
A Medicare insurance plan that only covers prescription drugs.
What is a PDP?
To acknowledge a clients concern and address it by reassuring them with clarification and moving on with the scripted conversation and process.
What is the A.R.M. practice?
7% of our login time.
What is the "Break Time" goal?
Creating a visual of an MCR through clear speech, volume, pace and tone.
What is "smiling" on the call?
Separated space and distraction free.
What is a WFH workstation?
When the part B effective date is 90 days away from the part A effective date.
What is ICEP?
To continue the conversation following the flow of the script?
What is "Move on"?
Typically under a minute after each call averaging out to equal or less than 4% of our login time.
What is the "ACW" goal?
sitting in on calls after they have been transferred or sitting in a status other than break or ready without cause.
What are forms of call avoidance?
Information that is visible on our screens that 'SHOULD BE PROTECTED FROM BEING VIEWED BY OTHERS" because it contains personal details on a clients health or profile.
What is PHI?
Specific types of DSNP plans.
What are Hide and Fide?
Informing a client of the value to them in completing the TPV process or clarifying information for the client in a way that will convince them to want to hear more.
What is Reassuring?
As a team, the phone coverage should produce a rate of 95 or higher.
What is our team AR goal?
When I client has pushed back twice or more for not wanting to complete the verification, HRA or benefit activation.
What is a soft close?
An equipment item provided by the company to ensure a wifi-less requirement to be able to support TZ systems.
What is an ethernet cable?
What is a VCC form?
To ask questions to better understand a clients concern or to repeat a concern a client may have expressed.
What is "Active" listening?
Time in the dialer that should match our scheduled time.
What is our login time?
Answering the questions for the clients or influencing or encouraging the client to answer a certain way.
What is leading the client?
Ensures the ability to present myself and my surroundings in a professional manner.
What is a camera?
What is the give-back benefit?
Pausing after a client has demonstrated hesitancy about the enrollment into a new insurance plan, to address the concern.
What is "Acknowledging" a clients concern?
85% or better.
What is our Team HRA rate goal?
Avoiding side conversation and staying on track with scripting.
What is talk time call control?