CUSTOMER SERVICE
WHEN USED DURING A CALL, THIS CAN HELP A PATIENT FEEL HEARD AND UNDERSTOOD.
WHAT IS ACTIVE LISTENING SKILLS/PAYING ATTENTION/EMPATHY?
THIS IS WHAT YOU CAN CONTROL DURING A CALL.
WHAT IS YOUR TONE?
THE FIRST STEP TAKEN WHEN YOUR COMPUTER WON'T CONNECT TO INTERNET
WHAT IS RESTART COMPUTER?
WHERE DO YOU LOOK WHEN A PATIENT CALLS IN WITH AN INSURANCE YOU ARE NOT SURE IF WE PARTICIPATE WITH?
WHAT IS THE MANAGED CARE WEBSITE?
THE THERAPEUTIC PROCEDURE THAT REQUIRES A MANUAL LETTER TO BE SENT
WHAT IS A ERCP OR EUS
THE PHRASE THAT IS USED TO BEGIN A CUSTOMER SERVICE INTERACTION, SHOWING WILLINGNESS TO HELP.
WHAT IS I WILL BE HAPPY TO HELP YOU WITH THAT?
THIS IS THE EMOTION THAT HELPS YOU CONNECT TO YOUR PATIENT.
WHAT IS EMPATHY?
A PATIENT IS ON THE LINE AND THE AVAYA CONNECTOR IS NOT OFFERING POP UPS
WHAT IS ASK CALLER FOR 3 PATIENT IDENTIFIERS AND PROCEED WITH SCHEDULING
THE TAB YOU SELECT WHEN CHECKING TO SEE IF THE PATIENT WAS PREVIOUSLY SEEN IN GI
WHAT IS THE PAST TAB
THIS LOCATION TEMPORARILY HAS UNLIMITED DOUBLES BEING SCHEDULED
WHAT IS KNOLL
THE PHRASE THAT IS USED WHEN A PATIENT IS PLACED ON HOLD.
WHAT IS, WOULD YOU MIND IF I PLACE YOU ON A BRIEF HOLD?
WHEN APPLICABLE OFFERING DIFFERENT LOCATIONS WHEN THE PREFERRED LOCATION IS NOT AVAILABLE
WHAT ARE ALTERNATIVE OPTIONS?
YOUR EQUIPMENT WORKS AT HOME, BUT DOES NOT WORK WHEN YOU COME TO THE OFFICE
WHAT IS TROUBLESHOOT, NOTIFY YOUR LEADERSHIP.
A PLACE YOU CAN FIND COMMONLY ASKED QUESTIONS
WHAT IS THE TEAMS CHAT?
THE PREP THAT EXECUTIVE HEALTH PATIENTS USE
WHAT IS MIRALAX AND DULCOLAX
THE PHRASE THAT IS USED TO END YOUR INTERACTION ON A CALL
WHAT IS THANK YOU FOR CHOOSING JOHNS HOPKINS?
"I'M SORRY YOU FEEL THAT WAY" IS AN EXAMPLE OF THIS
WHAT IS A BLAMLESS APOLOGY?
WHAT DO YOU DO WHEN YOUR JOHNS HOPKINS EQUIPMENT THAT WAS PROVIDED FOR YOU IS NOT WORKING PROPERLY.
WHAT IS NOTIFY SOMEONE ON YOUR LEADERSHIP TEAM?
THE PLACE YOU LOOK TO FIND PROVIDERS SPECIALTY AND PROCEDURES THEY PERFORM
WHAT IS THE E-CARD
TO ENSURE SUCCESSFUL FINANCIAL CLEARANCE OF PROCEDURES JOINTLY SCHEDULED WITH MOTILITY CASES THEY NEED TO HAVE
WHAT IS 2 HARS
WHEN MAKING AN OUTBOUND CALL, A MANDATORY STATEMENT THAT MUST BE SAID TO A PATIENT
WHAT IS THIS CALL IS BEING RECORDING FOR QUALITY AND TRAINING PURPOSE?
THE FIRST THING THAT'S DONE WHEN A PATIENT CONTINUES TO ESCALATE AFTER MULTIPLE OPPORTUNITES TO HELP HAS BEEN MADE
WHAT IS REMAINING CALM AND RESPECTFUL TO THE CALLER.
THE WIRELESS EQUIPMENT THAT YOU PURCHASED THAT WAS NOT APPROVED BY YOUR LEADERSHIP TEAM IS NOT WORKING PROPERLY
WHAT IS ONLY USE WIRED EQUIPMENT PROVIDED BY YOUR DEPARTMENT? (I.E. KEYBOARD,MOUSE, AND HEADSET)
THE FIRST PERSON THAT YOU SHOULD CONSIDER FOR QUESTIONS IN REGARDS TO THE PROPER SCHEDULING PROTOCOLS FOR THEIR DEPARTMENT?
WHO IS YOURSELF?
THE SURGEONS NAME USED TO SCHEDULE AN ANORECTAL MANOMETRY AT SIBLEY
WHO IS ADA GRAHAM