COMPASSION
Please, thank you, may I, and you're welcome are examples of this.
What is Courtesy Language?
I'm here to help.
I'm happy to assist.
I can guide you through this.
The above are examples of this.
What is an Ownership Phrase?
These are the 5 Ws of documentation.
What are WHO, WHAT, WHEN, WHERE, WHY/HOW?
This is informing the caller of any and all pertinent information related to their call. This can be next steps, timelines, turn around times, additional resources they can use, etc.
What is caller education?
This is the number of QA SMEs currently.
What is 4?
When asking for and receiving information and before and after a hold are examples of this.
What is when courtesy language should be used?
This is the term used for not taking action on the caller's behalf and instead advising them of action they need to take.
What is leaving them with unnecessary homework?
This is the process of reaching out to another department for assistance.
What is creating/routing a task?
Using this kind of language on a call can confuse the caller; often leaving them with even more questions.
What is Internal or Health Insurance Jargon?
This is the number of evaluations you will receive each month.
What is 4?
This skill requires our tone be warm, conversational, and professional.
What is the Gravie Voice?
Effective questioning includes these 3 types of questions.
What are OPEN ENDED, CLOSE ENDED, AND PROBING questions?
These are the 3 resources you should review while researching resolution to a caller's issue.
What are Notes, Emails/Announcements, and Guru?
Determining if any additional knowledge or resource could benefits the caller and verbally explaining and educating the caller of this for future use are examples of this.
What is identifying and offering additional resources for future use to improve caller experience?
When you don't agree with or understand how your call was scored, you can do this.
What is enter a dispute?
This is when we should be offering assistance or inviting conversation.
What is after we have completed verification/authorization?
These are the standard pieces of verification information requested.
What are: Member ID, Full Name, DOB, full address, or last 4 of the Social Security number?
It is important that these 3 pieces of information are accurate and realistic when it comes to explaining next steps to the caller.
What are: expectations, timelines, and deadlines?
These 3 advanced skills help provide Greater Than Service on every call.
What are de-escalation, complex research, and conferencing third parties for issue resolution?
This is your #1 resource when it comes to your call evaluations.
What is REF4056?
We acknowledge the caller's experience and emotions by using this.
What is an empathy/acknowledgement phrase?
This rule states that when disclosing protected health information (PHI) or requesting PHI from a provider, entity or business associate, Gravie must make reasonable efforts to limit the amount of PHI provided to accomplish the intended purposes of the use, disclosure, or request.
What is the Minimum Necessary Rule?
"It sounds like you're needing confirmation that the provider you'll be seeing in your upcoming appointment is in network. Do I have that right?" is an example of this.
What is confirming the callers reason for the call?
Word choice, mirroring, call control, effective questioning, compliance, critical thinking, problem solving and teamwork are examples of this.
What are the core Gravie Care skills?
This an educational session you can request from a QA SME.
What is a Zoomie?