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CALL CENTER BASICS
POLICY & PROCEDURES
LOGISTICARE TERMS.
MEDICAL TERMINOLOGY
100
The very first person serviced by the Customer Care Team
Who is the Customer?
100
4 minutes 30 seconds is?
Our expected talk time?
100
The Chase brand slogan.
What is Chase What Matters?
100
What are the different LOS used?
What is Ambi, WC, Strecher, BLS, ALS
100
a small tube that is used during a surgical procedure to withdraw fluid from or insert fluid into a certain part of the body.
What is a Catheter?
200
This person that would be determine eligibility.
Who is a verifier.
200
How many calls are you expected to take per hour to reach the daily goal?
What is 9.
200
Satisfied or Loyal. You answer the customer's question.
What is Satisfied?
200
We store these need to know for every reservation booked notes here.
What is the Rider Tab?
200
a machine used to breathe for a patient who is unable to or to assist with breathing for someone who is breathing insufficiently
What is a Ventilator?
300
First person you contact when the call gets escalated.
Who is my lead.
300
Also called a Lost Call where the caller hangs up before reaching an CSR.
What is an Abandoned Call?
300
Satisfied or Loyal. You answer the customer's question and provide other options that make it easier for him to check his account.
What is Loyal?
300
When we don't provide your transportation you use.
What is Mileage Reimbursement?
300
I need to get radiology done
What is an ultrasound.
400
A Reflecting Skill used when member has strong emotions.
What is empathy?
400
What are you lacking that would stop you from listening effectively?
What are active listening skills.
400
The CSAT score you must get in order to pass a telesurvey.
What is 4?
400
You are given these upon 7 day prior notice.
What are bus passes?
400
disease in which the body is unable to correctly process blood sugar levels.
What is diabetes?
500
The address for the Training Central Website.
What is http://trainingcentral.jpmchase.com/
500
When you can't identify who made the mistake should?
What is Error on the side of the member?
500
This means to make something happen or to make things start.
What is to be a Catalyst?
500
Assigned TP can't accomadate this trip
What is a Re-Route
500
magnetic resonance imaging is a test used to visualize the structure and function of the body by providing detailed images.
What is a MRI?