Show:
HIPAA
GLOBO
SCRIPT
EMPATHY
RAPPORT
100

WHAT DOES HIPAA STAND FOR?

HEALTH INSURANCE PORTABILITY and ACCOUNTABILITY ACT

100

What is the number to GLOBO

844 311-9777

100

How many seconds do you have to say Hello to the mbr

3-5 seconds

100

What are some Empathy statements

  • I would be upset too.
  • I realize how complicated it is to…
  • I can imagine how frustrating that would be.
  • That would be disappointing, especially when… ...
  • We want to understand what happened just as much as you do.
  • I can see why that made you angry.
100

What are some rapport building questions?

How's Your Day Going?

How's the weather?

What do you have planed for the weekend?

How was your weekend?

200

What Does P.H.I. stand for?

Protected Health Information

200

WHAT IS THE PIN FOR IOWA

1031

200

Do You Technically have to follow the script? 

Yes 

200

WHY IS EMPATHY IMPORTANT?

IT ALLOWS YOU TO RELATE AND UNDERSTAND YOUR MBR TO BUILD STRONGER RELATIONSHIPS

200

What are some inappropriate rapport topics?

religion

money/salary

what's your social media platform

politics 


300

What is the most important element of HIPAA?

TO KEEP PERSONALLY IDENTIFIABLE PATIENT INFORMATION SECURE AND PRIVATE

300

What Information do you need from the interpreter for your documentation?

First Name and I.D. Number

300

TRUE OR FALSE

IF THE FIRST PRIORITY IS TO GET THE MBR TO COMPLETE THE RENEWAL ON THE PHONE WITH THE STATE. YOU DONT HAVE TO GIVE OTHER RENEWAL OPTIONS?

FALSE, YOU HAVE TO GIVE ALL RENEWAL OPTIONS

300

DEFINE EMPATHY

THE ABILITY TO UNDERSTANDAND SHARE THE FEELINGS OF ANOTHER

300

TRUE OR FALSE

IS RAPPORT NEEDED ONLY IN THE OPENING OF THE CALL? 

FALSE, RAPPORT IS NEEDED THROUGHOUT THE ENTIRE CALL

400

WHAT IS THE DIFFERENCE BETWEEN INBOUND AND OUT HIPAA REQUIREMENTS?

INBOUND CALLS HIPAA 3 IDENIFIERS REQUIRED

1.FULL NAME

2. DOB

3.SSN

4. MBR ID NUMBER


OUTBOUND 2 IDENIFIERS REQURED

1.FULL NAME

2. DOB OR ZIPCODE



400

When on an interpreter call do you talk in 3rd party?

No, you are to talk as if you are speaking directly to the mbr

400

TRUE OR FALSE 

YOU TELL MBR THE MONTH DAY AND YEAR OF THEIR RENEWAL

FALSE, YOU ONLY TELL MBR MONTH AND YEAR 

400

WHAT IS THE GOLDEN RULE TO EMPATHY?

TO TREAT OTHERS AS YOU WOULD TREAT YOURSELF

400

What is the purpose of building rapport

To gain the trust and respect of customers  

500

What are P.H.I. IDENTIFIERS

  1. Name

  2. Medical Plan ID Number

  3. Geographic subdivisions smaller than a State

  • Street Address *

  • City

  • County

  • Precinct

  • Zip Code & their equivalent geocodes, except for the initial three digits

  1. Birth Date*

  2. Telephone numbers*

  3. Social Security numbers (Last 4)

500

what is the department code 

090

500

TRUE OR FALSE 

A RECAP OF THE CALL IS NOT IMPORTANT AS LONG AS YOU HAVE EVERYTHING THAT HAPPENED IN THE CALL DOCUMENTED? 

FALSE, WITH EVERY CONNECTED CALL A RECAP IS MANDATORY. AS WELL AS DOCUMENTATION

500

WHAT IS THE DIFFRENCE BETWEEN EMPATHY AND SYMPATYH?

EMPATH IS THE ABILITY TO FEEL SOMEONE ELSES EMOTIONS 

SYMPATHY MEANS FEELING OR SHOWING REATION SUCH AS SORROW OR PITTY

500

What are the 6 GOLDEN RULES of building rapport?

1. SMILE

2.SHOW INTEREST

3.LISTEN

4.ADDRESS MBRS BY FIRST NAME 

5.PUT MBR FIRST

6.MAKE MBR FEEL IMPORTANT