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Name 2 Barriers to Active Listening
Cultural Differences (Language Barriers)
Checking email/phone
Noisy Work Environment
What is the first thing we do when receiving a call?
Answer the Phone
Open a ticket
Is it okay to message a Problem Manager before searching the knowledgebase?
No. Please check knowledgebase first.
Will properly documenting our tickets create a better customer service experience?
Yes
When do we use the following format?
\\Server\Folder
When mapping a network drive
What is our standard call greeting?
"Thank you for calling the Service Desk. This is ______, may I have the spelling of your last name, please?"
What 2 types of scanners do we use in the hospital?
Desktop Scanners (Documents)
Hand-held Scanners (Wristbands\Medications)
What are CI's used for?
Organizing and routing the ticket
Whats the difference between transfer and transport?
Transfer is a permanent move, where as Transport is temporary
What defines someone as Clinical staff.
Someone who works directly with patients providing care.
What is required when escalating a hardware issue?
Asset Tag
DAILY DOUBLE
If someone is calling in for the status of a ticket, what is the first thing you look at?
The work notes
If a client is calling because their Mouse is not working with their desktop, What is the short description?
Desktop - Mouse issue
Name 3 types of orders
Medication
Medical Equipment
ADT
Labs
What is a ticket template?
A template used for specific issues. Once the template is added we can fill out the rest of the ticket.
What is Medication Reconciliation?
The Comparison of medication. Must be completed during any ADT orders to make sure there are no dosing errors.
What 2 elements go into the resolution notes?
Last troubleshooting step
Result of the troubleshooting
What are the two types of transport?
Patient Transport
Non-Patient Transport (Wheel Chairs / Medical Devices)
If you answer the phone and there is no response, how do you record the call?
Account specific hang up option
What is the difference between a Referral and a Consult Order?
Referral is looking for long term care.
Consult is short term or like a second opinion from a specialist.
Name 5 examples of PHI
First Name
Last Name
MRN, Account, Encounter Numbers
SS Number
Address
List 5 Applications you should launch Daily
Teams
Outlook
Teliopti
Client Specific Apps
ITSM
CT Metrics Board
Password Manager Pro
Avaya Phone
What are 5 Questions you can ask someone having a hardware issue?
Have you rebooted the device?
Are the cables connected?
When was the last time this worked properly?
Could you give me the asset tag?
What type of device are you working on?
List 3 ways to fill dead air
Appropriate small talk
Explain what you are doing
Paraphrase what you have done
Place on hold/mute and state you need to look up some information to better assist the user
Give me an example of ART
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