Soft Skills
What are the four key soft skills?
effective speaking, active listening, building rapport and diffusing anger
Earlier today we watched Laly story, the provider who came out to see her Yarelis Sarria Sanchez, what kind of provider was she?
NP Nurse Practitioner
What age gap are most of our members?
65+ years of age
What are some additional benefits does the in home evaluation provide?
Reduction of fall hazards
Follow up with the members PCP
Offer name of other providers in the area at the member requests
True or False: My rate of speech should remain calm and slow when talking to a member?
False, your rate of speech should vary based on the member. Some members prefer you to speak louder and softer. Match your rate of speech based on member.
What is the name of the Additional Screening & Lab that was conducted on Laly?
DEE Diabetic Eye Exam
Diabetic Retinal Eye Exam
What can providers do? List 2
Frequently identify and intervene upon life-threatening situations
A comprehensive health exam and medication review
An assessment of current and prior health conditions
Identifying safety hazards in the home; for instance, fall risks, poor lighting, and unsafe bathing conditions
Health education
True or False: 30 Minutes 1 on 1 time with Provider
False, 60 Minutes 1 on 1 time with Provider
How many times should you warn a member before disconnecting the call due to offensive language?
You are required to let the member know two times that they need to refrain from using offensive language before you attempt to disconnect the call.
What did Kurt value the most from the visit?
The clinician performed test that even his pcp doesn`t conduct.
Our clients are consider the insurance companies, knowing this, what are some of the names of our clients? List 2
Advent Health
Aetna
Aspire Health Plan
Asuris Northwest Health
Priority Health
Blue Cross Blueshield
Centene
Wellcare
Healthfirst
Can Signify providers conduct a non invaise physical exam?
Yes, an annual physical is done by their PCP, whereas a non invasive physical is done through us.
What is the benefit of Building Rapport?
Helps you engage with the member
Gains member trust
Positive Interaction
Demonstrates personal and caring approach
True or False: Cassandra refilled Dolores medications?
False, our clinicians can not refill prescriptions
What does PA stand for?
Physician Assistant
How can a member receive information about taking part of the visit?
Through receiving a letter from Signify by mail or receiving an outbound phone call from an MEC
What Are Some Ways To Build Rapport With Members?
Personalize the call, Ask for the correct pronunciation, Show Interest, Restate to check for Understanding, respond to the Members Statement, Respond with Empathy and Sincerity
What kind of visit did Dolores, Kurt, and Laly all do?
In Home Health Evaluation (IHE)
What are some requirements of passing Graduation with Zenarate?
Receive 15% or less on average % of total coaching moments for all completed practices
Meet a minimum of 600 practice minutes
Complete all 5 beginner stories
A complete practice includes three total attempts, with two practices receiving no coaching moments
What can providers not do? List 2
Inform members about additional resources or services
Discuss Health Plan specific information
Write or refill prescriptions
Request changes to the member’s actual Health Plan
Complete a physical