History
Opened operations in Jamaica
2012
a binding agreement specifying the coverage terms of insurance coverage
contract
where calls are held when there are no agents available
queue
careful listening and observation of non-verbal cues
active listening
Customer calls. What do you do?
Greet them and find out what they want
The name of the company before HGS
HTMT
any person entitled to benfits under a group policy
covered person
where the customer is making the call
inbound
the capacity to understand or feel what another person is experiencing from within their frame of reference
empathy
The customer is on the call using indecent language and calling you mean words.
Don't get defensive/ label the behavior, not the customer.
How many call centers are there
75
date medical services were rendered
date of service
a software that will automatically interact with a caller either through a keypad or using voice recognition software
IVR
express the meaning of using different words, especially to achieve greater clarity.
paraphrasing
The customer is complaining about the plan they are currently on. How can you help them?
discuss alternatives
Around what year did HGS enter the UK and Canadian Market
2010-2011
A claim form used by facilities to bill for services. UB stands for Universal Billing
UB-04
percentages of absences per month
absenteeism rate
support for or recommendation of a particular cause or policy
advocacy
listen
What year did the enter the US market?
2000-2006
A set of codes used by Medicare that describe services and procedures.
HCPCS (HCFA common procedural coding system)
a measure of relative success for an individual interaction
FCR-First call resolution
inquiring closely into something
probing
A customer calls and is expressing how they hate Aetna and the company isn't doing a good job
don't take it personally