Greeting
This step makes sure the caller knows exactly who you are, where you work, and that they didn’t accidentally dial a Pizza place
What is the Greeting & stating the name of Department
What is required for HIPAA validation?
What is Full-name, DOB & or Zip code
What is our goal on all calls?
What is first call resolution and/or renewal completion
How long can you go without speaking to a member before it’s considered dead air:
What is 30 seconds
Where is the member routed at the end of a call
What is survey
This statement often sounds like "i see you are calling to renew today"
What is acknowledging reason for the call
When should you tell a member call is being recorded
What is within the first 90 seconds of the call
What is required from the member when we initial the application?
What is verbal permission
Finding ways to connect with a member on a call, is called what?
What is building rapport
What documents are Agents required to upload?
What is the Pending Documentation Page, the Eligibility Confirmation Page, and Member Documentation Faxes & Emails (e.g., income, immigration, etc.)?
What is it called when you review QNXT, EPACES, 834, Salesforce before speaking with the member
What is pre-call research
What application questions should be covered with the member?
what are all questions
What service is utilized if you can't speak the member's language?
what is globo translator services
Member states family member dies, what soft skill should be utilized
What is empathy
How should we be branding our closings?
What is: thank you for being the best part of Molina
What tone sets the foundation for the call in the greeting
What is having a warm and friendly tone?
What are the required disclaimers?
What are General Privacy and Terms, Rights, & Responsibilities?
What should be reviewed with the member during the plan benefit summary?
what are Copayments, deductibles, premiums, pharmacy benefits, and the renewal window.
This soft skill reassures and builds member trust
What is active listening?
Uploading the plan page is a required step in?
What is Documentation
This soft skill reassures and builds member trust:
What is active listening
This requirement ensures PHI is protected by completing verification before continuing
What is HIPAA?
Four ways to upload documentation to NYSOH.
What are:
This internal audit process ensures all agents are scored consistently and providing an exceptional experience:
What is calibration
What's included in the closing.
Recap, thanking member, call center telephone #, Hours of operation, Branding