Systems
What system would you use to review training materials, scripts, and other updates.
Comprehend
If someone is calling to schedule a test due to symptoms but is NOT a close contact, what script would you read to them?
AS-2
To schedule a test, the call center agent must be in the _________.
Person account
After providing results to the caller, what must the call center agent do?
Use the results provided button
How many hours must have passed before the intake can be escalated for "No Results."
72 hours
What system do you use to communicate with your Supervisors?
Slack
If a caller is unable to verify 3 points of PII, which script would you read?
AS-11
The call center agent must convert the intake to a person account or merge with an existing person account before they can schedule a test.
True
If I can verify 3 forms of PII (full name, birthdate and phone number) but my name is transposed (i.e. Davis Viola instead of Viola Davis), can you tell me my results? Should this be escalated to L2?
FUN FACT: Viola Davis grew up in Central Falls, RI.
Yes, results can be given.
Escalation can be created if caller requests for this to be corrected.
What does a call center agent have to do before rescheduling a test?
Cancel the caller's original testing appointment
What system do you use to enter data, log calls, and obtain callers information.
Salesforce
If a caller's test results are pending, what script would you read?
AS-17
A mother is attempting to schedule a test for their child, whose information should be on the intake?
The Child's
What does DETECTED mean on a LAB Results Intake? What script(s) apply to this result?
Positive
AS-12
A school nurse is asking for a student's test results. In addition to date tested, what do you need to confirm?
3 points of patient PII are needed (email, phone, address, DOB, etc.)
After logging into InContact, what is the first item that should be selected?
Launch Max
If a caller is not experiencing any symptoms but was identified as a close contact, what script do you read for a negative test result?
AS-15
If a caller tells you they have insurance but do not have the information on them at this time, what options can we offer the caller?
1. Call back when they have the insurance information available.
2. They can self schedule on the portal.
3. They can offer to wait a couple minutes for the caller to obtain the information.
A call center agent may release test results to any caller who can provide 3 points of PII and can verify the test date.
True
What is the escalation reason that you would put for no test results in Salesforce?
Requires non-clinical speciality guidance.
What is the main way to connect the agent leg in InContact?
Integrated Softphone
If I took 2 tests (Rapid + PCR) and you can see that the Rapid is negative but the PCR is positive in Salesforce, do you read two scripts? What script(s) would you read?
Read 1 script - AS-32
If I call in because I never received a confirmation email of my upcoming COVID-19 appointment and you notice that the email address is incorrect in Salesforce, can you make the correction to my appointment intake or do you have to reschedule a new test?
Agent would have to reschedule the test, as they are NOT allowed to update information once it is in the system.
Once the caller has been identified as Test Results call, what is the next step in the Test Results process?
Global Search for the caller's intake and Confirm 3 points of PII
If the caller is unable to verify 3 forms of PII what are the 2 options we can offer?
1. Escalation
2. Schedule a new test