Call Monitoring
Number of minimum audits per agent per month.
What is 8?
Failure to verify three components of this will result in an unsatisfactory call audit.
What is HIPAA?
The number of calls a patient should reasonably expect to have their questions/concerns resolved.
What is one call?
The call was not rushed and the agent did not mumble.
What is appropriate pace, volume and clarity?
Checking to see if patient needs a refill, offering home based training, reviewing copay assistance programs and offering education materials.
What are some examples of program services?
The Expectation score for all calls.
What is 95%?
Failure to provide Important Safety Information and chart appropriately will result in this.
What is a 25 point deduction?
One or more ways that an agent is unprepared to take a call.
What is: Fumbling with headset, asking person to hold while you finish charting last call, 6 or more rings before answering incoming call?
A facial expression that ensures a supportive tone.
What is smiling during the call?
Acceptable resources available for an agent to find information.
What are PI, FAQ, PSRFs, approved Call scripts?
Call audit scoresheet.
What is a method of measuring call quality?
This is ____Calling from (program name).
What is the proper way to initiate an outbound call?
The number of seconds of silence or non-responsiveness that is considered dead air.
What is 10 seconds or more?
Using slang, the words "um" or "uh", excessive informality, technical terms exclusive to the program.
What are examples of inappropriate language?
Re-authorization is an example of this requirement.
What is "obtained consent and/or authorization"?
The form used to submit a formal request to review a scored call.
What is an Appeal Form?
“I felt dizzy after my last injection/pill.”
What is an Adverse Event?
Every two minutes.
How often should you check back with a patient on hold, to provide an update?
Waiting until caller has finished speaking before responding.
What is an example of a soft skill?
Inaccurate documentation and not documenting the call in the account results in this.
What is a failed call?
The person that reviews your call audits with you.
Who is your immediate supervisor/manager?
Phone number, zip code and address.
What are three acceptable forms of HIPAA verification?
Asking permission to place the patient on hold, explaining the nature of the call to the receiving agent, bringing the patient back on the line, introducing new agent to patient and thanking the patient prior to disconnecting call.
What is a warm transfer?
"Like I said...", "I'm sorry you feel that way", "This program here isn't the best, but...", "Sir, I've already told you...", abruptly disconnecting the call
What are examples of being unprofessional?
Is there anything else I can assist you with today? If there is nothing else I can help you with, thank you for calling.
What is an appropriate way to close a call?