Video Onboarding Boss
You're starting a video onboarding- what's the First thing you should do after greeting the member?
Verify HIPAA
What’s the goal when working the advanced dialer queue?
Efficient, high-quality outreach at scale
What does D2Me focus on?
Direct-to-member outreach & engagement.
Connecting members to care.
This skill builds trust instantly with members.
Empathy!
How many MOS are we hiring?
44!
Name one way to make a member feel comfortable on camera within the first minute.
Smile, acknowledge them, small talk, use their name
Why is consistency important when using the dialer?
Maintains productivity + member experience
Name one key goal of outbound outreach.
Scheduling, engagement, onboarding completion
Fill in the blank: “I completely understand how that could feel ______.”
Usually said when trying to VOB with a less tech-savvy member.
Frustrating / overwhelming / confusing
What’s changing about the IB team?
Transitioning to OB program work
A member joins but has their camera off and seems disengaged—what’s your best move?
Gently engage them and ask questions to begin troubleshooting
You get back-to-back calls—what skill matters MOST here?
Time management + quick reset between calls
What’s more important: quantity or quality of outreach?
BOTH—but quality drives outcomes
What’s one way to sound more confident on calls?
Avoid filler words, clear tone, controlled pace
Why is mentorship important with new hires?
Support, ramp success, culture building
What’s the biggest risk if you rush through a video onboarding?
Member confusion, low engagement, poor experience, missed info
What should you avoid when working fast-paced outbound calls?
Sounding rushed, robotic, or disengaged
You reach a member who is hesitant—what’s your best approach?
Empathy + education + confidence
What’s the danger of sounding “scripted”?
Feels inauthentic, reduces trust
What’s YOUR role in helping new hires succeed (even if you’re not a mentor)?
Support, collaboration, setting example
Scenario: Member says “Can we just make this quick?” What's your response?
Acknowledge + balance efficiency with value
“Absolutely, I’ll keep us efficient while making sure you have everything you need.”
Scenario: You’re feeling burnt out mid-dial session—what’s the best move?
Reset briefly, refocus energy, maintain quality over autopilot
Scenario: Member says “I’ll think about it” how would you re-engage this member?
Clarify concerns, guide next steps (don’t just accept and move on)
Scenario: Member is frustrated about rescheduling. What's your next move?
Acknowledge, validate, offer solution, reassure
What’s the biggest opportunity with this team restructuring?
Growth, scalability, stronger team performance