NewHIRETrainingReadiness
HSS stands for
Humana Self Servce
Is someone who supports and promotes the needs of our members
Advocate
First tool to open
Launch pad/Digtool bar
In the softphone inside the CRM. This option allows you to view the information and interactions (calls) and place outbound calls.
MENU
What is the mother mentor we use?
MAPD Index or Go/index
Our bestfriend as Humana CCC advocate
Mentor
Give at least 2 advocate qualities
- Active listening
- Patient
- Empathy
- Understanding
This is the tool for taking calls and the tool for call recording
Genesys/Softphone
If the caller does not hang up you would like to click the button
Disconnect
Training Envirenment
CRM Training or Sandbox
Give at least 3 Wave 1 top call types
Eligibility
Billing
Provider
Medical
____ application is a documentation tool used while working in CRM.
Quickstart
If you experience quality issues like poor audio, dropped call, or failed transfer which control would you like to click?
Flag
Mentor for CRM Lightning
CRM Lightning Documentation Table of contents
ID card management, CRM, RXNOVA, ebilling and so on
The system that communicates directly with CRM.
CI
What you do when you wrap-up a call?
Click done
Mentor for Classification and Intent
CRM Service Classification and Intent (CI)
It is important to ____ each day the same way. This ensures not only that your computer is secure, but that any relevant computer updates are applies overnight.
LOG OFF
__ is where you'll access password manager, HSS or My apps and launch pad
Hi!
What CRM stands for
Customer Relationship Management
This is used to transfer calls: either blind or consult transfer
Phonebook
How to navigate the Classification and Intent Excel
(Should be in Zoom)