SoftSkills
This technique is so common it’s almost a cliche at this point, but there’s a reason why it endures.
Smile when you Dial
Thank you for calling Hackensack Meridian Health. This is __________ speaking how can I help you?
Opening
What is a mentor?
Someone you will sit with and learn your day to day operations
This manager oversees the Quality Assurance Team.
Tina Matthews
I will do my part to make things better
Creative
This type of listening requires you to listen attentively to a speaker, understand what they’re saying, respond and reflect on what’s being said, and retain the information for later.
Active Listening
For HIPAA we must obtain three identifiers before moving on with scheduling. Name three Identifiers.
Full Name
Address
DOB
Phone Number or MRN
What is EPIC?
The system used for scheduling and registering patients
Amy Quinn oversees this area in PAC.
Outpatient and Ambulatory scheduling.
I am part of something bigger
Connected
This is the ability to recognize, understand, and share the thoughts and feelings of another person. Understand from your own perspective.
Empathy
This process is to be completed at the end of the call to review appointment details or call action (what, when, where, special instructions)
Recap/Additional Assistance Closing
When was the PAC created?
2020
Linda West and Dana Kelly oversee this area in PAC.
Physician Services
I will do the right thing
Courageous
What is it called when we are Ensuring we are addressing the patient's concerns the first time that they call?
One call Resolution
What does SOGI stand for?
Sexual Orientation and Gender Identity
What does FAD stand for?
Find a Doc
Name our Vice President
Suzanne Ronner
I embrace teamwork
Collaborative
What does it mean to have a warm, upbeat, welcoming voice
Tone
Why do we ask a caller for a good callback number at the beginning of each call?
In case of disconnection.
10%
Name our Senior Vice President
Pam Landis
I am the human experience
Connect