Customer Service
A statement asked at the end of nearly every call.
Answers may vary.
(What is) "Is there anything else I can assist with?"
A surgical physician is considered clinical or non-clinical?
What is clinical?
The Physician gives direct patient care giving them a clinical role.
Ticket escalation requirement when sending a HAREWARE ticket to triage.
What is an asset tag?
The VPN application we use everyday.
What is CiscoAnyConnect?
Where personal and protected data need to be stored inside of your ticket.
What is the Secure Patient Info Field?
An element of customer service that demonstrates putting yourself in someone else's position.
What is Emapthy?
A patient schedules a visit with their eye doctor for a check up to receive a new prescription. Is this considered an Inpatient or Outpatient appointment?
What is Outpatient?
The status of a ticket when escalated by you.
Service Focus: What is Assigned?
Service Now: What is In Progress?
The 2FA application we use on the service desk for VPN.
What is Google Authenticator?
*Microsoft is also used for O365 applications, but Google is the answer in this case*
When a resolution is NOT required.
What is Escalation?
"I'll be happy to take care of that for you so you can get back to work," demonstrates which part of customer service?
What is willingness to assist?
List 5 examples of PHI.
(What is)
When to notify the SME/PM of a high priority ticket.
What is, immediately following the escalation of your high priority ticket to triage?
***Extra 100 points***
Where do you locate your SME/PM?
The drop down selecting when clearing cache in Google Chrome.
What is "All Time"?
The status of a ticket when the issue was revolved and has been confirmed.
*Hint: Not "Resolved"*
What is Closed?
The process of calling a third party, explaining the situation and transferring in the caller for a conference.
What is a warm transfer?
The type of order referring to short-term care.
What is a Consult Order?
When it's acceptable to give out a technicians phone number.
What is never?
*Note: unless the technician or KB states to give the number to the caller.
**DAILY DOUBLE**
The format used when mapping a network drive.
What is \\Server\Folder ?
Where the final troubleshooting step and the result of the troubleshooting should be stored within your ticket.
What is the resolution field?
A scheduler is calling because she is unable to locate the Dr's calendar.
Provide an "ART" statement you would use to continue control of the call.
Answers may vary.
Example: I understand that you are unable to locate the Dr's calendar. Let me see what I can do to help you find this. When was the last time you were able to view the Dr's calendar successfully?
Where medicine is documented inside an EMR.
What is the MAR?
Where you document all information from an update/follow-up call.
What is Work Notes?
What you check when a caller is having issues with access.
What is SARFs(System Access Request Forms)?
What is...
Teams
Outlook Webmail
Avaya (Phone and Schedule)
ITSM & KB (ServiceFocus/ServiceNow)
Password Manager Pro
Metrics Board
Client Specific Applications