JEOPARDY DENTAL

Communication & Call Handling

100

Communication matters because it enhances brand ____________ and customer _____________.

reputation

retention

200

Key Communication Technique

- Empathy and _________

patience

300

Call Handling Best Practices

Use structured __________

call flow

400

Common Mistakes to Avoid

Sounding ______ or disinterested,

robotic

500

Benefits of Better Communication

Stronger customer ___________________

relationship

CALL FLOW

100

________________ is a communication framework that helps CSRs handle customer interactions with care and clarity

PEAS

200

(PEAS)

- Acknowledge the customer’s feelings 

- Use compassionate language

empathy

300

(QUEST)

- Listen actively to the customer’s needs 

- Ask clarifying questions 

- Show that you grasp the issue clearly

Understanding

400

(QUEST)

- Be mindful of the customer’s mood and background 

- Avoid sounding robotic or dismissive 

- Adapt your tone to the situation

Sensitivity

500

Participants who complete the program are ________ who build the important emotional connection we desire with our members

advocates

BENEFIT COVERAGE

100

What is our KA for quoting benefit?

KA 3318

200

Use all resources such as _____ and _____ to verify benefit coverage.

GPS and EOC

300

Things you are required to ask, check and/or educate about:

Does the caller have a ______ available or am I going to quote _____ benefits?

CPT Code

general

400

CALL HANDLING

Does this benefit require prior authorization? Check _______

NPL

500

CALL HANDLING

Regardless of the benefit being quoted is a Copay / Coinsurance CSRs must state “Per ______ Per Date of Service” or “Per _____ per Date of Service

CLAIM

VENDOR

DENTAL

100

Is a dollar amount limit that can be used at the member discretion for any dental procedures associated with an ADA procedure code with the exception of cosmetic

Allowance

200

Diagnostic and preventive procedures are normally covered 100% with no ________________.

deductible

300

____________ is the branch of dentistry that deals with diseases of the tooth's pulp.

Endodontics

400

______________ is the branch of dentistry that deals with the replacement of missing teeth and related mouth or jaw structures by bridges, dentures, or other artificial devices

Prosthodontics

500

You will need to refer to the KA ________ to determine what is considered dental versus medical in nature oral surgery

KA 4218