Act as a vessel to hold documentation, wizards, and other processes.
What is the MIIM?
100
A software application that you use to answer and place calls in the contact center.
What is VCCD?
100
The conversation or service interactions that focuses soley on the process.
What is transactional service?
100
Postivie focus and accountability, positive connection, positive vocalization, and positive etiquette.
What are the four categories of positive engagement?
100
A law passed in 1996 that expends healthcare coverage for people with pre-exiting medical conditions who lose their jobs or more from one job to another.
What is HIPAA?
200
Allows you to see the members account information but not edit it or save notes.
What is view account summary?
200
A state in which an agent has signed off the system and is not ready to work.
What is the logout icon?
200
The conversation or service interaction that not only focuses on the process but also connects with the member personally.
What is interactional service?
200
Tells the member what you can do and offers options or alternatives.
What is are examples of positive lanuage?
200
Any personal indentifying information.
What is PHI?
300
This panel displays the most recent service items or actions an agent performed for a member.
What is recent interactions?
300
An agent uses this work mode to indicate that task related to previous call are being performed.
What is the ACW icon?
300
Be mindful of the tempo, rhythm, and volume of your speech. Always project a friendly, excited tone of voice.
How do you use a proper tone?
300
A person who argues for or support a cause or policy.
What is the definition of advocate?
300
Information that relates to the type of procedure or diagnosis.
What is member medical information?
400
Eliginility Reconciliation Cases
What is ERN?
400
Longest call in queue
What is LCQ?
400
Activiely seek understanding, Responding apporpriately, Take action.
What is ART of service?
400
Increased call escalations and more repeat calls.
What does negative lanuage lead to?
400
What the member paid and what the plan paid
What two things make up the total drug spend?
500
A function used when the CCP needs to transfer work to a tier 2 or tier 3 agent.
What is the route function?
500
Indicates the amount of time a call center agent spends talking with a customer plus the after call work time.
What is the handle time display?
500
Beliefs, Expectations, Experiences, Needs
What are the panels of our window that filter how we view situations?
500
Can help you to use information previously gathered to offer tailored solutions when the member first option in not avaiable.
What is alternative positioning?
500
When the yearly out-of-pocket drug costs reach the true-out-of-pocket limit for the benefit year or when the new plan year starts.