Call Mastery
When placing a caller on hold, you must check back in with them every [ x ] seconds
120
The two REQUIRED identifiers for HIPAA verification
Name & DOB
This is the maximum number of PTO hours an employee is allowed to "roll over" into the new calendar year
24
What does CSAT stand for?
Customer Satisfaction Score
IDP stands for this document, which tracks your professional growth
Individual Development Plan
This is the specific number of times a patient must call regarding the same issue, before an email to Servicing is required
Two (or more)
To fix "glitchy" software or pages that will notload, this is the first "restart" method recommended by IT
Clearing cache & cookies
3
What does SOP stand for?
Standard Operating Procedure
This is the specific type of meeting, usually held bi-weekly, where you and your lead discuss your IDP
If you disagree with an audit score, this is the "Rebuttal Window" you have to complete a rebuttal
EOM
True or False: It is a security violation to leave your computer unlocked while you step away for a glass of water
True
If you need to update your direct deposit or home address, this is the name of the HR portal you must use
Rippling
What does KPI stand for?
Key Performance Indicator
This "Program" allows you to spend an hour watching a different department work to see if it's a good fit for your growth
Job Shadowing
What 3 pieces of Call Handling are required for every IB call?
Opening Branding/Script (Thank you for calling), PCS, Closing Branding/Script (Is there anything else I can assist with? & Thank you for calling)
If a caller identifies themselves as the patient's lawyer (and is not listed as an authorized representative), this is the only information you are permitted to share
General information only
While standard PTO is for rest & relaxation, this federal act is what you must apply for if you need extended, unpaid leave to care for a family member with a serious health condition
Family & Medical Leave Act (FMLA)
What does ACD stand for?
Automatic Call Distributor (the system that routes the calls)
An IDP goal should follow the "SMART" acronym; name THREE of the 5 letters
Specific, Measurable, Achievable (Attainable), Relevant, Time-Based
This is the specific soft skill that, when missing, often results in a negative audit score, even if all technical and procedural steps of the call were performed perfectly
Empathy - the ability to acknowledge the caller's feelings and situation to build rapport; it is often the only way to successfully "reset" a highly escalated interaction
True or False: You are completing a Supervisor callback request for a patient named John Doe. When the call is picked up, a woman answers and asks who you're calling for. You confirm you're calling from the Patient Engagement team and am looking to speak with John Doe. Since this was an Outbound call, to confirm who you're wishing to speak with, the first and last name can be provided.
False
If you will be away from your desk for more than a few minutes, what must you do to ensure your team isn't left waiting for a response?
Notify in the team channel (update status)
What does FCR stand for?
First Call Resolution
This is the person ultimately responsible for updating & maintaining the progress on an individual IDP
You!