Soft Skills
The ability to understand what someone else is feeling and show that you care.
What is Emphaty?
This is the CONNECT part of Framework in SQUARE
How to Greet with warmth and clarity
How to Use their name, confirm comfort level, explain your role
How to Match tone (compassionate, upbeat, calm) based on patient’s
Territory Review & Lead Identification (Prospecting)
How do you identify high-potential or at-risk accounts within your territory?
This is "Emphaty" Situation between patient and agent
I completely understand why that feels confusing. Let's talk through what this test checks for so you feel comfortable.
This is the Customer Intimacy in C.A.R.E
What is the Tone, Personalization, Branding, & Professionalism?
This is the "Professionalism" performed during the interaction with the Patient.
How do you maintain a composed, friendly, and respectful tone and a quiet environment throughout a call to reflect company standards?"
What is the Awareness in SQUARE
How to Use empathetic statements? “That makes sense,” “You’re not alone,” “Thanks for sharing that”
Order & Patient Qualification
How do you ensure that orders are valid and that the patient is eligible, reachable, and aware?
This is "Tactful Curiosity" Interaction
To make this as easy as possible for you, what day of the week usually works best with your daily routine?
This is the "Accountability" in C.A.R.E
What is Product knowledge, Ownership & Empathy, Compliance, Process Adherence?
This is "Courtesy" in handling a soft skills.
How do you ensure the consistent use of polite language and a respectful tone, such as saying 'please' and 'thank you,' to create considerate and professional interactions?
What is the Reframe in SQUARE
What is the Shift focus from the obstacle to the benefit?
What is the Anchor to purpose?: better care, quicker results, reduced risk, more control
Initial Patient Outreach (WELCOME CALL)
How do you contact the patient to confirm their test order and schedule their sample draw?
This is Active Listening
How to provide a rephrase concern of the patient's purpose of the call?
This is the "Resolution" in C.A.R.E
What is Follow Through, Documentation, & Value Add?
It is the "Willingness" provided by the Agent to the patient.
How do you demonstrate a proactive and positive attitude when helping patients, such as using affirming language like 'Absolutely' or 'Happy to help'?"
This is the EMPOWER in SQUARE
What is Use choice language: “Would it help if we…?”, “We can do this together”
Needs Discovery & Obstacle Removal (Schedule Draw)
How do you identify what is stopping a patient from completing their sample?
Affirming Language
How to ask if they can help confirm an insurance detail, the agent responds enthusiastically with?
What is "Efficiency" in C.A.R.E
What is Discovery, Flow, Time & Transfers, Objection handling?
It is the summarization of the topic discussed
What is the skills that relies heavily on soft skills to diffuse tension, build trust, and uncover the true underlying concern?
This is C.A.R.E. SQUARE
What is the Framework for providing an excellent patient experience?
Patient Enablement (Sample Management)
How do you guide a patient toward completion by showing how easy and important the test is?
Objection Handling
A patient hesitates to complete a stool collection sample because they think it sounds messy and complicated. The agent says: "I hear you—it can feel intimidating at first! But the kit comes with a step-by-step guide, takes less than 5 minutes, and gives your doctor critical information to keep you healthy."
What is the Framework for providing an excellent patient experience?