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Scripts/Workflows
Workflows/Scripts
AACC METRICS
AACC TERMINOLOGY
HODGE PODGE
100

Unless the member is calling for general information: (e.g. hours of operation, floors, phone numbers, directions etc.)

What is SCRIPT EVERY CALL 

100

o Transfer line is busy
o No answer for 2 rings (wait 7 seconds for tie lines that do not ring)
o Call is routed to voicemail
o Placed on hold before call could be announced
o Department is closed

What is failed warm transfer?

100
"x" percent of calls answered in "y" seconds
What is Service Level?
100
VHT
What is Virtual Hold Time?
100

• You use this responsibly, so you do not miss important information or recommended dispositions 

USE CONTROL F (Control Find)

What is a queue?

200

You use this responsibly, so you do not miss important information or recommended dispositions.


What is USE CONTROL F (Control Find)?

200
You would refer to this, to determine the proper workflow before releasing results.

What is LAB GRID?

200
Calls that abandon while waiting on hold before reaching an agent
What is Abandonment Rate?
200
ACW
What is After Call Work?
200
Center of Kaiser Permanente's Value Compass
What is the Member?
300

Some Specialties allow members to be seen without a referral for specific symptoms.

What is Direct Book?

300

Kaiser Permanente exists to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve.

What is KPs Mission.

300
Amount of time an agent spends in phone states, including talk time, after call work, hold time, time in outbound calls with member on hold, time on direct dial inbound calls
What is Average Handling Time (AHT) ?
300
AHT
What is Average Handling Time?
300
IVR
What is Integrated or Interactive Voice Response?
400

When an appointment with a provider is recommended for scheduling and a referral is not required.

What is TELEMEDICINE CONSULTS?

400

displayed during an incoming call

What is call data box?

400
Average amount of time a caller waits in queue before reaching an agent
What is Average Speed of Answer (ASA) ?
400
Occupancy Rate
What is the amount of time an agent is actually on the phone?
400
Training delivered to the agent desktop
What is Intradiem?
500

"Can you please hold while I connect you to Derm LA".

What is a PROPER HOLD?

500

Direct member to this department for complaints.

What is MSCC.

500
FacInfo
What is Facility Information or AACC Knowledge Database?
500
VAD
What is Verizon Agent Desktop?
500
Kaiser Permanente
What is the best place to work?