Warm Welcome
This must always be stated verbatim in the greeting for all lines of business.
What is “Sutter Health” branding?
How many total identifiers are required to verify a patient?
What are three identifiers? [Quality &...ence Guide | PDF]
A commitment statement must include one of these five eagerness keywords.
What are definitely, certainly, absolutely, my pleasure, or I’d be happy to?
Agents must always do this before placing a caller on hold.
What is ask permission and gain agreement?
Hanging up without a proper closing is considered this.
What is misconduct?
How many components are required in a proper welcome introduction?
What are four components? [Quality &...ence Guide | PDF]
This identifier must be attempted before using any alternate identifier.
What is Date of Birth (DOB)?
Simply saying “I can help you” is unacceptable because it lacks this.
What is an eagerness keyword
Using mute instead of hold is only allowed for this type of situation.
What are brief interruptions like coughing or sneezing?
Agents must avoid slang, acronyms, and terms of endearment to maintain this standard.
Agents must avoid slang, acronyms, and terms of endearment to maintain this standard.
Offering help must occur before this step in the call.
What is obtaining identifiers or asking probing questions?
For third-party callers, you must confirm name plus this additional detail.
What is the relationship to the patient or organization & callback number?
This part of the commitment statement requires paraphrasing the caller’s request
What is the acknowledgement statement?
A proper summary must always include what, who, where—and this final detail.
What is when? [Quality &...ence Guide | PDF]
When scheduling appointments, agents must offer ADA assistance for which three areas?
What are vision, hearing, and mobility?
entifying the department in the greeting is ___ (required or optional).
What is optional?
Before accepting one-time verbal authorization, the patient must do this first.
What is fully verify their own identifiers?
After stating the Voicebot/Sierra reason for call, what must follow?
What is a commitment & acknowledgement statement?
Turnaround time must be shared when applicable as part of this step
What is the action summary?
Providing medical advice or failing to escalate emergent symptoms is a compliance issue under this rule.
What is medical triage and no medical advice
This special greeting is allowed when Voicebot/Sierra is fully authenticated.
What is acknowledging the reason for the call from Voicebot/Sierra and offering assistance?
Insurance coverage must be confirmed how—visually or verbally?
What is verbally?
Filler noises while typing are considered this and are not allowed.
What is silence?
Outbound calls must disclose this before identifiers are obtained.
What is recording notification?