Greeting and Account Verification
The following statement is used for what type of call: “Hi this is (your name) calling back from Tandem, we received a call back request/email from you. I do want to let you know that the call may be recorded for training and quality purposes. I’m calling for something in regards to (customer’s first name).”
What is the official outbound greeting?
How long to refrain periods of long silence
What is 30 seconds or more?
Customer requested assistance pairing their mobile device to their T:slim X2 pump after the app and pump disconnected. What is the PC?
What is Mobile App Repeat Pairing Process Inquiry?
The customer's mother reported her son's pump had a resettable malfunction but handed off the phone to the customer to perform the pump reset. Who is the reporter of the issue?
Who is the mother of the customer?
The last question to ask a customer before you end a call
What is "Is there anything else I can help you with"?
Someone, who the adult patient or legal guardian (if under 18 or medically necessary) permits for a Tandem representative to speak to on their behalf, regarding a Tandem pump order, supply order, or an issue regarding their Tandem device.
What is an authorized contact?
Keep hold time under _____, unless otherwise stated.
What is 2 minutes?
The customer reported that the sleep state did not stop as expected? What type of call is this?
What is a sleep state issue?
The customer reports receiving one of the mismatched time notifications on Tandem Source. Which whatMom script would you use to troubleshoot this issue?
What is script #247?
Shipping expectation that you would provide to a Canadian customer for a pump replacement RMA
What is pump replacement RMA will arrive up to 8 hours via Direct Drive?
You receive a cold transfer from Reception, what information do you need to verify with the customer?
What is the customer's full name, DOB, and pump SN?
The best way to show the customer you are fully engaged and ready to help.
What is active listening, not interrupting or talking over customers?
The customer reports has a BG of 250 mg/dl and asks you, "should I bolus?"? How do you respond?
What is CTS cannot provide medical advice and to inform the customer to follow the recommendations of their HCP?
Mobile app issue calls require the following information to be obtained from the customer
What is Operating system version, device model, and app version?
This is the final step in processing a pump replacement RMA for a Canadian patient.
What is send replacement pump instructions email from activities?
Demographic Information (name, DOB, address, phone number, email etc.)
Medical Information (prescriber, therapy, insulin type, SMN etc.)
Device Information (pump SN, pump sw, warranty date, purchase date etc.)
Specific Information (case info, memos, Tandem Source account info etc.)
What is protected health information?
“I understand how frustrating that can be” is an example of this type of skill.
What is showing empathy?
The customer reported using Fiasp insulin.
What is caller needs to be informed of off-label insulin messaging?
Add this to a High BG or Occlusion script when a soft cannula issue is discovered during troubleshooting
What is script #332?
Used anytime when credit card information is provided on a call.
What is masking a call (using the secure pause feature)?
This federal protection law requires us to keep customer personal information confidential.
What is HIPAA?
These short verbal cues (“Uh-huh,” “I understand”) signal attentiveness during the call.
What are acknowledgment cues, courtesy words, verbal nods?
If the customer reports an infusion set issue but the pump audibly alarms during the call, how do you respond?
What is the specialist should inquire about the alert or alarm to troubleshoot as needed if it is not an expected alert/alarm?
The customer reports a shattered touchscreen. They mentioned that after the screen shattered, they received an alarm on the pump about the cartridge and that their infusion set is currently falling off. How many case issues need to be documented?
What are 3 case issues?
When customers will receive more supply replacements than they had issues with, what should specialists explain to the caller?
What is they would be receiving extras and that the extra replacements would cover future issues?