ModMed PS Team

MAC Keys

100

The keys you use to you lock your PC...

What is Control, Command, & Q

200

The keys you use to open a new tab...

What is Command, T

300

The keys you use to force quit an unresponsive application...

What is Command, Option, Escape.

400

The keys you use to take a screenshot...

What is Shift, Command, 5 OR 4, OR 3

KPIs

100

The amount of calls per hour we are expected to take..

What is 8+

200

The minimum Quality Assurance score that we should earn is..

What is 85% or higher

300

The minimum CSAT score we would like everyone to earn after handling a call...

What is 4.5

400

Everyone's scheduled adherence goal should be..

What is 90% or higher.

KPIs PT. II/Random

100

What is an activity that can affect one's schedule adherence? 

What is logging in too early or late, pause state mismatch, and etc..

200

Not answering a call within 45 seconds can cause what?

What is, your phone going into "Refused" status

300

What does it mean to disposition a call and when can we bypass doing so?

What is, select/submit reason for call. Never. 

400

What are 3 things you should view daily prior to starting your day?

What is email, WFM, and Google Calendar

Random

100

If a call is not dispositioned within 30-45 seconds, what will happen?

What is, that screen will time out and option no longer available.

200

To ensure the timely processing of JIRA tickets for our enterprise clients (Epiphany, USFAS, and AZ Ortho), what main 2 steps should we adhere when creating them?

What is: 

1. Set the Options field to Enterprise.
2. Select only one primary element: PSS Escalation.

300

All Spanish callbacks (including Gmed) go where?

What is, Spanish Ext?

400

The expected initial response one should inform an upset patient who is calling in to see why she was charged 5x for 1 day of service at her PCP which has prevented her from being able to shop today.

What is, "I am sorry to hear that occurred but will be happy to take a look into this for you." (or something similar - acknowledging, empathizing and expressing willingness to assist. Think of the LAURA technique.)