Ignite the Fire!
This feature in Ignite shows the steps OFFERED ON EACH CALL.
What is the tasks tabs?
THIS FEATURE ALLOWS YOU TO LISTEN TO YOUR PAST CALLS
What is recent interactions?
A STATUS YOU CHOOSE FOR ATTENDING MEETINGS
What is MEETING?
THIS HELPS WITH CONSISTENCY AND ALLOWS QA TO GRADE CALLS EASIER BECAUSE WE USE IT TO DOCUMENT EVERY CALL
What is the note template?
AN OPPORTUNITY FOR THE CARRIER TO PROVIDE ADDITIONAL RESOURCES AND A CARE PLAN FOR THE BENEFICIARY
What is an HRA?
THIS FEATURE SHOWS THE BENEFICIARIES NAME, ENROLLMENT CODE, AGENT INFORMATION AND MORE
What is the the Profile tab?
A VERSION OF NICE WHERE YOU CAN VIEW YOUR PHONE SCHEDULE
What is WEBSTATION?
2 MINUTES
What is the longest you should keep someone on hold at a time?
A QA REQUIREMENT TO STAYING ON TRACK DURING THE CALL
What is following the script?
THE ONLY STATE THAT CWP ADDITIONAL CLOSING VERBIAGE IS PRESENTED.
What is Arkansas?
THESE 3 OPTIONS WOULD ALLOW YOU TO SEARCH EFFECTIVELY FOR A BENEFICIARY'S ENROLLMENT
What is name, number and enrollment code?( will also accept MBI)
A PLACE TO VIEW ALL ADVOCATES AND THEIR PLACE IN THE QUE
What is the dashboard?
The correct OB Line to choose when calling to schedule a PCP visit.
What is Humana PCP Sched Eng OB-TPV?
IT IS WHAT’S REQUIRED TO VERIFY INTENT TO ENROLL
What is a clear yes?
This feature allows the user to walk through the call without missing an offered task/benefit activation step available.
What is the Guided Flow?
THIS FEATURE ALLOWS YOU TO SEE HOW QA HAS GRADED YOUR CALLS
What is evaluations?
A STATUS YOU DO NOT WANT TO BE IN
What is refused?
THE 3 ITEMS ARE REQUIRED IN ORDER TO VERIFY HIPAA.
What is the enrollment code, name & phone number?
LOCATED ON THE Profile Tab, THIS IS A CRUCIAL PIECE OF INFORMATION FOR MOST FORMS
What is the enrollment code?
A FEATURE THAT YOU MAY FORGET IS A PART OF NICE AND NOT STAND ALONE
What is Max?
THE CORRECT BUTTON TO PRESS WHEN WARM TRANSFERING A CALL
What is transfer?
OVERSTEPPING, ARGUING WITH THE AGENT AND DISCUSSING PLAN DETAILS UNPROMPTED
What is violating advocate boundaries?