"RING- RING"
This is an example: "I am transferring you to our triage line and a clinician will assist you further. Thanks for calling and have a great day."
What is: Transferring member call to DOD
Sets the tone for the member interaction
What is: Warm Greeting
Use this when looking up which provider the member saw last
What is: PARRS
Why did the birdie go to the hospital?
Because it needed TWEET-MENT!
This is an example: “Thank you for calling today. Is there anything else I can help you with?”
What is: Warm Close.
What does MRN stand for?
Medical Record Number
This is an example: “I can see how frustrating that must have been for you”
What is: Empathy
Monthly UBT Stats found here.
What is: eHuddle
Give an example of what to do when you place a member on hold.
-Tell member what you are going to do
-Tell member you are placing them on a brief hold
-If member on hold longer than 1-3 mins, check back on them, apologize for the wait, and let them know you are still working on their issue
-Do you have a cough?
-Do you have a temperature?
-Have you traveled recently?
What is: COVID Screening Questions for In-person visits
This is an example: “I’m going to schedule your appointment with Dr. Addicott. She is a wonderful therapist.”
What is: Managing Up
Spell Tunde's Last name correctly
H E R C Z E G