WHERE TO?
Your first line of support when a service member asks to speak with someone higher.
What is the lead line?
What is the first step, after hearing the call tone?
What is my greeting? (Doing the greeting is also acceptable)
The ability to understand someone else’s feelings or difficulties.
What is, empathy?
This team will support a service member in scheduling virtual medical appointments.
What is RSD (Telehealth)?
Your service member LOVED how you helped them, and wants to tell somebody.
What is, transfer to the Lead Line for a Kudossssss?
You will go here to cancel referrals and to set up callbacks from any higher department.
What is Task Builder?
This tool is your first reference point when you are unsure, on how to proceed.
What is the One Note?
This is offered as an alternative to calling in, to obtain account information, address details, reimbursement amount, or even a copy of the medical history questionnaire.
What is, the E-Portal?
Your service member’s address is in Hawaii and you notice the account says IDES.
What is CS team 363?
How many employees work for QTC?
What is, 3,500+?
The first available GEN appointment is 87 miles away, after scheduling you must…
What is, submit a travel authorization to leadership?
When all appointments have been scheduled, you must...
What is, track PCNT, ASM Done, Covid guidelines, advise of reschedule policy? (Cover E-portal if you haven't already)
The style of questioning, when used properly, can help direct a service member to the heart of the problem.
What is, close-ended vs open-ended questions.
After you introduce yourself, the caller identifies themselves as a provider needing to clarify a report.
What is Provider Support Analyst Team (PSA)?
Two of these are scheduled for you each full day of work.
What is, a break?
Your service member reported a misspelled name and incorrect date of birth and is adamant about getting it updated, you should…
What is, cancel all appointments, submit "pending cancellation in task builder, and send email to OSAs.
Service members are reimbursed _ per mile driven to an appointment.
What is, 41.5 cents?
Every service member is different, which means slight variations between similar calls, it is important for us to be ____
What is adaptable? (Other acceptable answers: patient, positive, prepared)
You open APAS, and the closest provider has a purple phone next to the phone number.
What is transfer to Tier 2?
What are QTC’s 6 core values?
What is, Integrity, Inclusion, Innovation, Agility, Collaboration, and Commitment.
Found on the first page of a service members account, DOD stands for…
What is, Date of delivery- when the referral has been delivered back to the VA?
This must be done prior to providing any account specific information to the service member.
What is, verification? (name, DOB, phone number, address, email, special accommodations)
When calling out to a service member, you must advise ____
All calls will be recorded for quality assurance. (Bonus answer: Validate the service member!)
Your caller states they are with the FBI, Department of Labor, or Federal Occupational Health.
What is, transfer to Strategic Services (STS) or Disability & Occupational Health Services (DOHS)?
What is Ms. B’s middle name?
What is, Ms. B doesn’t have a middle name.