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Phone Etiquette
Expectations
Compliance
Inadequate Call Handling
Service Recovery
100
This can be heard in a speaker's voice and shows interest, engagement, concern, and empathy.
What is tone?
100
This begins with focusing on the caller and deepens with the use of clarifiying questions and paraphrasing.
What is understanding?
100
Created in 1996 this law defined privacy and security safegards to increase public confidence in the use of electronic records and billing.
What is HIPPA?
100
This process of not answering a call when it comes in, or ending the call as soon as the beep is heard is grounds for a zero.
What is call dumping?
100
This is the number of people a person tells when they are unhappy with their service or care.
What is 9?
200
This variation prevents "tired voice" and helps the listener maintain interest in what is being said.
What is pitch?
200
Stated as full name of the company, first name of the agent, an offer to assist and starts within 7 seconds of hearing the beep this is essential to good customer service.
What is proper greeting?
200
This includes all medical, billing and demographic information maintained by the company or on behalf of the health care organization.
What is PHI?
200
While monitoring calls the agent gets a poor score for eating while talking with a caller, playing games on a personal cell phone, talking with a neighbor about the football game, ordering food delivery while being logged in or otherwise being distracted by non-call related activity.
What is conducting business unrelated to the call?
200
With practice this acronym reminds employees of the steps used to make things right when systems fail or mistakes are made.
What is A-Heart?
300
Known as the ABCs of call handling these provide the foundation for caring and professional conversations.
What is attitude, business knowledge, and customer service
300
These boundaries define what you are able to do for the member and when you need to get someone else involved.
What is scope of practice?
300
MRN, full name, phone number, address, date of birth and the last four digits of the Social Security number can be used to meet this requirement.
What is three pieces of information?
300
Agents can be terminated for giving PHI before confirming appropriate permission.
What is unauthorized release of information?
300
This act is not about accepting blame but about being empathetic that the member had a bad experience.
What is apologize?
400
A word or combination of words said as an expression of kindness that may actually offend some listeners.
What is terms of endearment?
400
These maps outline a variety of ways for an SA to address primary care requests from our members.
What are guidelines?
400
The code of conduct outlines the employment rules and responsibilities, and is intended to help employees do the right thing at work.
What are Principles of Responsibility?
400
This behavior is not acceptable when speaking with members even if the member is being unreasonable, mean or rude.
What is profane, disparaging or belittiling remarks?
400
This is the time when you draw out the full concern and really listen to how the person is feeling without jumping right to problem-solving.
What is hear the person?
500
This helps prevent dead air when performing task like conferencing, transferring or placing a member on hold while trying to address the member's requests.
What is organization?
500
Using another person's ID card to obtain services, or submitting a personal expense for a business reimbursement is considered this legally and by company policy.
What is fraud?
500
The results when no sound is heard for 15 seconds.
What is dead air?
500
This is the most important component of asking the member what can be done to make this situation better.
What is the pause?