Compliance
Competency
Soft Skills
100

Question asked to the caller if they are not the ordering provider

What is, "Is this being used for treatment purposes only?"

100

Name the action to do after greeting and the caller states what they are calling about? 

Recap the caller's request

100
Define two definitions of tone of voice 

What is pitch, pacing, volume, emphasis, and pauses of voice

200
Name 4 items needed to authenticate a client 

What is name/title/account/ordering provider?


200
Name the documentation if a client calls back on a TIQ to resolve. 
Service Type TIQ 
200
Percentage of tone of voice if visual cues are removed

70%

300
Statement when making an OB phone call when first reached the client.

What is calling on a recorded line?

300

A verbal result is given to the client, name the next step.

What is have the client repeat the result for accuracy?


300

Emotional Mindset is....

What is feeling and attitude behind words
400

Important item to do after the client gives you their fax number 

What is repeat back the account number?

400

State what to verify when pulling up a pending order in Quanum. 

What are tests ordered, types of tests ordered, and physician ordering?

400

State what an awkward call is....

Caller who overshares, silent, rambler, chatter, or confused

500

Adding a test, name 2 things that should be repeated back to the client before ending the call.

What is the test name and test code?
500
Before placing a caller on hold....
What is verify if it is okay to place on hold before putting on hold
500

Control of call means

Keeping the call on the reason for the call

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