Professionalism
All member transfers
What is warm transfer?
Take the Customer out of the Loop
Max hold time if no expectation is set
All conditions met to resolve caller's issue.
What is First Call Resolution
CSR must ____ disclose information that did not populate in Five9
What is not?
What is recap, offer additional assistance, and notify of post call survey?
Being a champion for the customer
What is proactive service? (3.4)
Steps to place caller on hold
What is request permission, advise why placing on hold, wait for caller to respond, and set expectation?
What is three?
Information that can be used to identify a specific patient
What is PHI?
Zero Call
What is not providing concierge service?
Caller not having to repeat themselves
What is actively listening to the customer?
What is Professionalism deduction?
T/F - attempts made to call a customer back do not have to be documented
What is false?
Must be given on all calls discussing eligibilty and/or benefits
What is Original Effective Date?
Amount of deduction for no screen activity while caller is on hold.
What is 20-points?
Addressing Bluetouchpoint Reminders
What is Appropriate Customer Engagment? (3.3)
_______ maybe a barrior to understanding for our customers.
What is (insurance) jargon?
Are you required to authenticate the call when making a callback?
What is yes?
Benefits to be given if provider doesn't know their network status
What are Out of Network Benefits?